E-learning / E-læring: ITIL® 4 Practitioner: Service Level Management E-Learning Bundle (On-line proctored Exam, Official certification e-Book, Official Training Material Learner Kit, eLearning 12-month access) (PC-ITIL4P-CAI-SLM)

The purpose of this module is to provide best practice guidance on how to set clear, business-based targets for service utility, warranty and experience.

Exam

Questions: 20 questions
Multiple choice
Duration: 30 minutes
Closed book
Pass Mark: 65%

Key concepts

Understand the purpose and key concepts of the Service Level Management Practice, elucidating its significance in defining, negotiating, and managing service levels to meet customer expectations.

Practice success factors

Learn about practice success factors (PSF) and key practice metrics, crucial for evaluating the effectiveness and efficiency of Service Level Management in delivering and maintaining agreed-upon service levels.

Practice processes

Explore Service Level Management processes, including key activities, and learn how to integrate the practice into the organisation's value stream to ensure alignment between service levels and business objectives.

Roles and competencies

Focus on the key roles of the Service Level Management practice and understand how to position the practice effectively within the organisation. Develop the necessary competencies for defining, monitoring, and improving service levels.

Information and technology

Explore how Information and Technology can support and enable the Service Level Management practice to deliver improvements, providing tools and systems for monitoring, reporting, and analysing service levels and performance.

Partners and suppliers

Focus on the role of partners and suppliers in the Service Level Management practice, understanding how to collaborate effectively to ensure the delivery of agreed-upon service levels and meet customer expectations.

The ITIL capability model

Discover how the capability criteria support the practice's capability development, ensuring alignment with industry best practices and organisational requirements for effective service level management.

Practice success

Learn strategies for succeeding with Service Level Management and understand how it is supported by the ITIL guiding principles, ensuring the establishment and maintenance of appropriate service levels to support business goals.