Boost your career with this complete Service Level Management course

Service Level Management is the most complete guide for anyone looking to gain an understanding of Service Level Management and its practical application in an IT and Non-IT environment.

An introductory course about understanding service level management, its components and policies.

Course Description

Service-level Management assures that the internal IT support-providers and external suppliers in the form of Operational Level Agreements (OLAs) and Underpinning Contracts (UCs) are in place. The process involves assessing the impact of change on service quality and SLAs.

The Service Level Management Program provides a comprehensive overview of the major concepts and processes involved with Service Level Management. You will gain an understanding of what Service Level Management as well as knowledge and understanding of the essential components of this process, such as Service Level Agreements, Operational Level Agreements, Underpinning Contracts and the Service Catalog.

What will you get?

  • Service Level Management Workbook

    PDF eBook to download for additional content and reference material.

  • 90 days access to Online Course

    Multimedia presentations, quizzes and exercises to gain knowledge about Service Level Management. (You can purchase course extensions when you need more time)

  • Bonus: Certification exam

    Explain the value your additional content will bring to a student’s overall learning experience. Use this opportunity to sell potential students on the extra benefits your bonus material provides.

The learning experience

The program combines presentations supported by trainer audio. Each module is followed by quizzes and exercises (marking scheme provided) to test your knowledge and competency, and to enhance understanding of the key concepts. A certificate is awarded to your successful passing of the final exam (80% pass requirement) and completion of the course.

Course curriculum

The recommended minimum contact hours to pass the certification test is 18 hours.

  • 1

    Service Level Management Course

    • Service Level Management Workbook

    • 1 Introduction to Service Level Management

    • 2 Service Level Management Process

    • 3.1 Roles and Responsiblity Part 1

    • 3.2 Roles and Responsiblity Part 2

  • 2

    Designing Service Level Agreement frameworks

    • 4.1 Service Catalog Management

    • 4.2 System Records and KPI's

    • 5.1 Service Level Agreements

    • 5.2 Internal and External Agreements

  • 3

    SLM Skills & Qualities

    • 6.1 Skills and Qualities

    • 6.2 Skills and Qualities

    • 6.3 Skills and Qualities

    • 6.4 Skills and Qualities

    • 7.1 Writing Reports

    • 7.2 Writing Reports

    • 7.3 Writing Reports & KPI's

  • 4

    SLM Workforce

    • 8.1 Your Workforce

    • 8.2 Your Workforce

    • 8.3 Your Workforce

  • 5


    • Exercise 1

    • Exercise 2

    • Course Evaluation Form

    • Sample exam

  • 6

    Exam Information

    • Final Exam

Pricing options

How much time are you going to need for this course?

Why Register?

Learning about Service Level management: 

  • Latest industry trends are explained
  • Acquire valuable skills and get updated about the industry's latest trends right here.
  • Learn from the Experts. The Art of Service offers education other technologies by the industry's best.
  • Learn at your own pace. Find everything right here, when you need it, and from wherever you are.

What you will learn:

  • SLM Roles and Responsibilities
  • SLAs, OLAs and UCs
  • Reporting and KPIs
  • Service Catalog
  • SLM Skills and Qualities
  • SLM Workforce

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