ITIL Service Level and Capacity Management

IT service can be a balancing act. For example, organizations must achieve and maintain a balance between the quality of IT service given and received in a manner that is both customer focused and cost effective. Simultaneously, organizations need to provide the required capacity for data processing and storage, at the right time and in a cost effective way.The delivery and support of IT services are divided into core processes within the IT infrastructure library (ITIL). This course covers two service delivery processes: service level management and capacity management. This course is intended to help learners prepare for the IT Service Management Foundation Certificate exam.

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IT managers and support personnel who seek to improve and streamline the processes used to support the deployment of information technology within a business organization and individuals preparing for the IT Service Management Foundation Certificate exam

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Service Level Management | - recognize the value of service level management to IT professionals.| - sequence the stages in the service level management process.| - match the features of a service level agreement with their descriptions.| - match different structures of service level agreements with corresponding examples.| - recognize the activities involved with the negotiation and finalizing stages of the service level management process.| - recognize the activities involved with the monitoring and reporting stages of the service level management process.| - recognize the activities involved with the reviewing stage of the service level management process. | - identify the responsibilities of the service level manager.| - identify the metrics used for measuring service level management.| - match each of the IT service management processes to the description of how that process relates to service level management.| - label examples as either common costs or common problems associated with service level management.|Capacity Management| - recognize the value capacity management provides to IT professionals.| - match the items and subprocesses used within the capacity management process with their examples.| - match each subprocess to the example activity performed during that subprocess.| - match capacity management roles with their responsibilities.| - identify examples of factors that contribute to the success of a capacity management process. | - match each IT service management process to the description of how that process relates to capacity management.| - label examples as either common costs or common problems associated with capacity management.|

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