Training Program Details
This course will enable staff to maximise their skills and knowledge of defining, negotiating, management, monitoring and reviewing Service Level Agreements and the SLM process. Detailed contacts include:
- The Service Culture
- Goals of Service Level Management
- The Service Level Management process
- Preparing Service Level Requirements
- Producing the Service Catalogue
- Negotiation with underpinning contracts
- SLM monitoring and measurement and reporting/reviewing
- Service Level Management tools
It is a pre requisite that delegates hold the Foundation Certificate in IT Service Management and possess practical experieince in the field of Service Level Management.