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Software Testing Training


Service Level Management

ITIL® Service Level Management

Course Outline

The ITIL® Service Level Management course provides candidates with an understanding of the principles of, and practical experience, of using industry best practice involved in the compilation of a Service Catalogue, identification of service level requirements, construction of Service Level Agreements following negotiation with the customers, reviewing of service performance and implementing and managing service improvement plans or programmes.

It is an interactive course, combining presentation sessions and group exercises, with plenty of opportunity for questions and discussion. On completion of the course and the required personal study, delegates will be able to sit the ISEB Specialist Certificate in Service Level Management worth 1.5 credits towards the ITIL® Expert qualification.

The course is inclusive of examinations, post course tutor support, and pass guarantee.

Course Content

  • Introduction to ITSM and Service Level Management
    • History and Context of ITSM
    • Good Practice and Frameworks: ITIL®, COBIT, ISO20000
    • Goals and Objectives
    • Key Roles and Functions
  • Service Level Management Process
    • Service Level Management Concepts and Principles
    • ITIL® and Service Level Management
    • Service Level Management Process
    • ISO20000 and Service Level Management
  • Tools, Methods and Techniques
  • Service Level Management Roles and Responsibilities
    • SFIA and Service Level Management
    • ITIL® and Service Level Management Roles
  • Control, Measurement and Reporting Activities
    • COBIT and Service Level Management
      • Analysis of Service reports, Availability reports and Operational reports
  • Interfaces and Dependencies
  • Planning, Improvement and Implementation

Course Objectives

This course will enable participants to:

  • Explain the goals, objectives, process and roles of Service Level Management;
  • Use different approaches to, and application of, standards, industry best practice frameworks and guidelines;
  • Develop and improve the customer and business focus of Service Level Management;
  • Compile and maintain a Service Catalogue;
  • Identify Service Level Requirements (SLRs) via discussion and agreement with the Customer;
  • Plan and construct a suitable structure and format for Service Level Agreements (SLAs) and Operating Level Agreements (OLAs);
  • Implement and manage Service Improvement Programmes (SIPs);
  • Be aware of the support tools and techniques available;
  • 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.

Who Will Benefit?

This course is aimed at those working or preparing to work in a Service Level Management role and/or within a Service Level Management process whether at a technical, operational, supervisory or managerial level.

This course may also be of interest to Project Managers, Business Managers and Business Process Owners.

Private On-Site Training:

This course can also be taught privately at your workplace by our accredited trainers, for more information read about our on-site training.

If you would like more information on this course, please Contact Us.

Individuals requiring a working knowledge of the industry best practice used in Service Level Management and how it may be used to enhance the quality of ITSM within an organisation will also find this course beneficial.

It will also be of interest to IT professionals who are working within an organisation which has adopted and adapted some of these practices and are required to deliver or improve Service Level Management within an on-going Service Improvement Programme (SIP).


  • 25 scenario-based, multiple-choice questions, closed book
  • 90 minutes
  • 16 out of 25 (64%) pass mark


Delegates must hold the ITIL® Service Management Foundation certificate and should ideally have at least two years’ experience in IT Service Management.


Delegates will receive a comprehensive pre-course preparation pack and detailed course slides. Delegates will also receive a copy of FGI’s ITSM Specialist Certificate in Service Level Management courseware.

Private On-Site Training:

This course can also be taught privately at your workplace by our accredited trainers, for more information read about our on-site training.

If you would like more information on this course, please Contact Us.