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ITIL® 4 Practitioner: Service Level Management - Examen inclus

  • Référence ITIL4P-CAI-SLM
  • Durée 1 Jour

Modalité pédagogique

Classe inter en présentiel Prix

EUR970.00

hors TVA

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Modalité pédagogique

La formation est disponible dans les formats suivants:

  • Classe inter à distance

    Depuis n'importe quelle salle équipée d'une connexion internet, rejoignez la classe de formation délivrée en inter-entreprises.

  • Classe inter en présentiel

    Formation délivrée en inter-entreprises. Cette méthode d'apprentissage permet l'interactivité entre le formateur et les participants en classe.

  • Intra-entreprise

    Cette formation est délivrable en groupe privé, et adaptable selon les besoins de l’entreprise. Nous consulter.

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Résumé

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This 1-day ITIL® 4 Practitioner: Service Level Management Practice module focuses on providing the candidates with the understanding of the key concepts, principles, value and challenges of the Service Level Management Practice. It is intended to provide candidates with best practice guidance on how to set clear, business-based targets for service utility, warranty, and experience; and to ensure that service delivery and use is properly assessed, monitored, and managed against these targets.

The ITIL 4 Service Level Management Practitioner module is structured and aligned around the ITIL framework. The examination is intended to assess whether the candidate can demonstrate sufficient understanding and application of the concepts covered in the ITIL 4 Service Level Management Practice publication.

ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

Prochaines dates

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Public

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This practice module is for IT professionals who want to prove and validate their skills in this specific practice area.
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Objectifs de la formation

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  • Understand the key concepts of the practice.
  • Understand the processes of the practice.
  • Understand the roles and competences of the practice.
  • Understand how information and technology support and enable the practice.
  • Understand the role of partners and suppliers in the practice.
  • Understand how the ITIL capability model can be used to develop the practice.
  • Understand how the ITIL guiding principles support the practice.
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Programme détaillé

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Our ITIL® 4 Practitioner: Service Level Management training course will cover the following topics:

1. Understand the key concepts of the practice

1.1 Explain the purpose of the practice.
1.2 Describe the practice success factors & key metrics of the practice.
1.3 Explain the key terms/concepts:
a) service quality
b) service level
c) service level agreement
d) utility, warranty, experience

2. Understand the processes of the practice

2.1 Describe inputs and outputs of the processes.
2.2 Describe the key activities of the processes.
2.3 Know how to integrate the practice in the organization’s value streams.

3. Understand the roles and competences of the practice

3.1 Describe the responsibilities of the key roles of the practice
 a) service owner
 b) service level manager
3.2 Know how to position the practice in the organizational structure.


4. Understand how information and technology support and enable the practice

4.1 Explain the tools application
4.2 Apply the recommendations on automation

5. Understand the role of partners and suppliers in the practice

5.1 Explain the dependencies of the practice on third parties.
5.2 Explain how partners and suppliers can support the practice.

6. Understand how the ITIL capability model can be used to develop the practice.

7.  Understand how ITIL guiding principles help to develop the practice.

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Pré-requis

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  • The candidate must have passed the ITIL 4 Foundation examination.
Pré-requis recommandés :
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Certification

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The ITIL® 4 Practitioner: Service Level Management examination will comprise of:

Duration: 30 Minutes
Closed Book: Yes
Format: 20 Questions With 1 Mark Each. No Negative Marking.
Question Type: Standard Classic, Negative, & List
Bloom's Level's: 2 & 3
Pass Mark: 65% Or 13/20
Certification validity : Three (3) years

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