ITIL® 4 Practice: Service Level Management (SLM)

Length 1 day
Inclusions Exam voucher

Course overview

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Why study this course

The ITIL 4 Practice: Service Level Management module provides best practice guidance on how to set clear, business-based targets for service utility, warranty, and experience, and to ensure that service delivery and use is properly assessed, monitored and managed against these targets.

The individuals can demonstrate their understanding and application of the key concepts, principles, value and challenges of the practice at both strategic and operational levels, maximising value of the Service Level Management practice in their everyday work.

The ITIL 4 SLM course is part of the ITIL 4 Practice Manager (PM) Designation, which encompasses a set of practice-based modules designed for performing specific work or accomplishing an objective. The practices are also enriched with additional guidance on the capability model based on the ITIL 4 maturity model.

Included with this course is a digital copy of the official guidance publication, ITIL 4 Service Level Management Practice.

This course is one of the five 1-day component courses of the ITIL 4 Specialist: Collaborate, Assure and Improve (CAI) 3-day course. You may wish to consider taking the combined course and the included combined exam, which covers all five component courses in one exam.

Examination

This course pricing includes a voucher for the ITIL 4 Service Level Management Exam, which is an online proctored exam through PeopleCert. It is a 30-minute closed book exam consisting of 20 multiple choice questions, with a pass mark of 65% (13/20). Practice exam papers and questions are provided in the course, and reviewed to assist in preparation.

After passing the exam, each student’s certificate will be made available to them via PeopleCert.

It is highly recommended that you spend some time each evening of this course reviewing and consolidating what you’ve learned, to be well prepared for the exam. It is also recommended to use the five official guidance publications for study and exam preparation but note they are not permitted to be used in the exam.

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What you’ll learn

This course enables professionals to:

Set and manage a shared view of the quality of services between the service provider and the service consumer, aimed at all key stakeholders on both sides
Monitor and evaluate the actual service quality and continual improvement of the services and agreements
Translate stakeholder expectations and needs into metrics, then organise and manage the resources appropriately
Manage ongoing delivery and improvement of services through a well-documented agreement such as the service level agreement (SLA)
Measure, assess and develop the Service Level Management practice capability in their organisation by using the ITIL Maturity Model

ITIL at Lumify Work

Lumify Work is an Accredited Training Organization with Gold status for PeopleCert courses and certifications including ITIL. We are also a member of the IT Service Management Forum (itSMF) and most of our ITIL instructors have an expert level of ITIL certification in addition to practical real-world implementation and consulting experience in ITIL.

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Who is the course for?

This course is intended for professionals who want to validate their skills and knowledge in Service Level Management or are aiming to establish good cross-practice collaboration and effective service value streams.

Course subjects

Service Level Management (SLM) Practice

Key concepts of the practice
The processes of the practice
The roles and competences of the practice
How information and technology support and enable the practice
The role of partners and suppliers in the practice
How the ITIL capability model can be used to develop the practice
Recommendations for the practice success

Prerequisites

To attend this course you must have achieved a pass in the ITIL 4 Foundation or v3 Foundation exam. Proof will need to be provided at the time of booking.

Note that to attain ITIL 4 Practice Manager designation, you will also need to hold four other Practice certifications and the ITIL 4 Specialist: Create, Deliver and Support (CDS) certification.

Industry Association Recognition

Project Management Institute (PMI®)

Contact hours: 7 hours
Professional Development Units (PDUs): 7 PDUs

Australian Institute of Project Management (AIPM®)

Continual Professional Development (CPD) points: 5 points

Downloads

ITIL 4 Certification Scheme

PeopleCert Exams

All PeopleCert exams are now conducted via online proctoring, with an improved web-based platform released in February 2024. Candidates can schedule their exam for any time within the voucher validity period of 12 months, to be taken anywhere, on any Windows or Mac computer. Live proctors will guide and invigilate the exam process. For full details please see PeopleCert's Guidelines for Web-Based Exam Driver.

To comply with PeopleCert requirements, Lumify Work cannot provide PeopleCert training courses (AgileSHIFT®, ITIL®, Lean Six Sigma, MoP™, M_o_R™, MSP®, P3O®, PRINCE2®, and PRINCE2 Agile®) without the corresponding official exam.

Terms & Conditions

The supply of this course by Lumify Work is governed by the booking terms and conditions. Please read the terms and conditions carefully before enrolling in this course, as enrolment in the course is conditional on acceptance of these terms and conditions.