BCS Specialist Certificate in Service Level Management, 3 days

Holders of the ISEB Specialist Certificate in Service Level Management will be able to demonstrate their competence in, and their ability to:

Explain the goals and objectives of Service Level Management
Understand and explain processes and roles of Service Level Management
Use different approaches to, and application of, standards, industry best practice frameworks and guidelines, relevant to Service Level Management
Develop and improve the customer and business focus of Service Level Management
Compile and maintain a Service Catalogue
Plan and construct a suitable structure and format for Service Level Agreements (SLAs)
Identify Service Level Requirements (SLRs) via discussion and agreement with the Customer
Negotiate and agree SLAs with the Customer.
Understand and identify Operating Level Agreements (OLAs)
Negotiate and agree OLAs with the IT Providers
Implement and manage Service Improvement Programmes (SIPs)
Be aware of the support tools and techniques available for the implementation and support of Service Level Management
Monitor, review and report on service performance against SLA and OLA targets
Understand the interdependencies between Service Level Management and other IT areas and processes
Assist with the planning and implementation of Service Level Management

Each participant will leave with a recognised certificate

Complete the below form to enquire about having this course delivered at your office where discounts may apply

Great course, practical skills, which is what I needed. The trainer knew their subject inside out. K Morris

Mike was an excellent trainer and explained things very well. He listened to everything we needed to go through and addressed this. C Bowe