ITIL Practitioner: Service Level Management Workshop (Certificate)

PROCEPT ASSOCIATES LTD.
Charlottetown, Fredericton, Ottawa, Toronto, Saint John, Vancouver, Canada

Course Format: Classroom | E-learning | Virtual Class | Online | On-site | Blended | Self-paced

Course Description:

'' This 3-day practitioner level course consists of dynamic, intensive,
and interactive workshops to improve your techniques for defining
service level management objectives, assessing your
organization’s readiness, defining a Service Catalogue, facilitating
the establishment of customer’s requirements and metrics,
drafting a Service Level Agreement (SLA), and creating/reviewing
Operational Level Agreements and contracts.
This course also allows you to apply the processes and
procedures required for the review of SLAs, Underpinning
Agreements, and the service level management process.
PARTICIPANT EVALUATIONS
“The course provided a rounded view of SLM. The presenter was
clear and concise. Great work!� Lance Wilson, Canadian Tire
“Excellent course…no recommendations for improvements…did a
great job!� Jeremy Hardman, Canadian Tire
“Course execution was well paced and the instructor managed
the flow effectively.� James Pasichny, Canadian Tire
LEARNING OBJECTIVES
Participants will gain practical skills to:
�Establish service level management objectives.
�Assess an organization’s readiness for service level
management implementation.
�Prepare a Service Catalogue and Service Level Requirements.
�Determine the appropriate SLA structure.
�Draft SLA and facilitate its review with customers.
�Create and/or review Underpinning Agreements �OLAs and
contracts.
�Negotiate and agree to SLAs with customers.
�Design a procedure for the periodic review on SLAs, OLAs
and contracts and the SLM process.
WHO SHOULD ATTEND
The ITIL Practitioner: Service Level Management course is
appropriate for individuals who are:
�IT management and staff involved in service level
management, availability management, IT service continuity
management and other service support processes.
�Consultants/IT process managers.
�IT customers responsible for SLA and those interested in IT
performance. ...''

Phone:1-800-261-6861

School Address:

Procept Associates Ltd.
1234 Kingston Rd.
Suite 125
Toronto, ON
M1N 1P3
CANADA



Jobs & Resumes: Charlottetown, Fredericton, Ottawa, Toronto, Saint John, Vancouver
Houses & Roommates: Charlottetown, Fredericton, Ottawa, Toronto, Saint John, Vancouver
Travel Agencies: Ottawa, Toronto, Vancouver

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