Course Outline

• Key concepts of the practice
• Processes of the practice
• Roles and competencies of the practice
• How information and technology enable the practice
• Role of partners and suppliers in the practice
• How the ITIL capability model can be used to develop the practice
• How the guiding principles support the practice?

Learning Objective

• 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.

Target Group

• The target audience for this document is candidates taking the ITIL 4 Service Level Management Practitioner module.

Pre-requisite

• In order to access ITIL 4 Service Level Management exam, candidates must hold an ITIL 4 Foundation certificate or an ITIL 4 Managing Professional Transition certificate.

Exam Details

• Duration of 30 minutes (45 minutes for candidates taking the exam in a language other than their native)
• Closed book
• 20 multiple choice questions
• 1 mark for each correct answer
• Passing score: 13/20 marks - 65%

Note: This course is inclusive of online Proctored Exam voucher. Appearing for the exam is mandatory after completing the training