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ITIL® 4 Practitioner: Service Level Management Courses

ITIL 4 Practitioner: Service Level Management certification training courses and exams based on the ITIL practice for Service Level Management.

Summary of Topics

Availability and prices of ITIL® 4 Practitioner: Service Level Management courses

ITIL® 4 Practitioner: Service Level Management self-study courses and exams

In this showcase you will find a selection of self-study material and exams concerning ITIL® 4 Practitioner: Service Level Management within ITIL 4 Edition qualification scheme and ITIL 4 Practices.If you do not see a specific ITIL 4 Service Level Management course or ITIL 4 Service Level Management exam, please contact us.

iLEARN is an ATO (Accredited Training Organization) and an
AEO (Approved Examination Organization) of PeopleCert for ITIL® courses and exams

For an online verification of accreditations, do a research with iCONS - Innovative Consulting S.r.l. of which iLEARN is a business unit.


What is the Service Level Management and what is a Service Level Manager?

Service Level Management (SLM) is a key process in IT Service Management (ITSM) that focuses on defining, negotiating, and managing the service levels agreed upon between a service provider and its customers. The goal of Service Level Management is to ensure that the IT services provided meet the needs and expectations of the customers in terms of quality, availability, and performance.

A Service Level Manager oversees the Service Level Management process, participating in SLA negotiation, ensuring compliance with agreed service levels, and collaborating with other teams to address service issues and improvements. This role demands a strong grasp of IT services' technical aspects, coupled with an understanding of business requirements and customer expectations. Effective communication and negotiation skills are essential for success in Service Level Management.


What is ITIL 4 Practitioner: Service Level Management training useful for?

The ITIL 4 Practitioner: Service Level Management training is beneficial for individuals and organizations aiming to improve proficiency in managing service levels within ITSM. It enhances skills in creating effective SLAs, aligning IT services with business goals, fostering effective communication and collaboration, and contributing to continuous service improvement.



How to achieve the ITIL 4 Practitioner: Service Level Management certification?

The ITIL 4 Practitioner: Service Level Management certificate is obtained upon successfully passing the related certification exam.
To be eligible for ITIL 4 Practitioner: Service Level Management exam, candidates must hold an ITIL 4 Foundation or an ITIL 4 Managing Professional Transition certificate. The related training is also mandatory to sit for the exam.

ITIL 4 Practitioner: Service Level Management is one of the five practices included in ITIL 4 Collaborate, Assure and Improve batch, under the ITIL 4 Practice Manager stream. Once a candidate obtained the Service Level Management certificate along with the other four practice certificates, he/she will be awarded with the ITIL 4 Collaborate, Assure and Improve certification.


Learning Digital Assistant for ITIL 4 courses

iLEARN has introduced its brand-new service, the Learning Digital Assistant, a study support service that aids you in learning the content for all ITIL 4 certifications, thanks to the integration of Artificial Intelligence into our eLearning platform. Add it to your course by selecting it as an option during the purchase of your ITIL package, or purchase it by selecting the product in the showcase at the beginning of this page.

Discover all the details about your new virtual personal guide for ITIL 4 training.


How to prepare for ITIL 4 Practitioner: Service Level Management exam?

Candidates can prepare for the exams in different ways, thanks to iLEARN training packages.

iLEARN provides an ITIL 4 Practitioner: Service Level Management self-study course, including:

  • The PeopleCert Official Training Material (OTM), a self-study manual including slides, notes, quizzes and sample papers
  • The official PeopleCert eBook
  • A PeopleCert exam voucher code valid 12 months
  • Online asynchronous coaching with an accredited trainer*
  • 2 hours of remote live coaching (optional)

* Asynchronous coaching with an accredited trainer is provided to support learners’ understanding of the Peoplecert Official Training Materials.  Level of contact will vary in accordance with the candidate’s learning requirements. However, there is minimally one communication between the trainer and the learner to ensure that the learner understands how to navigate the course materials and agree to any plans for coaching interactions.

Candidates may decide to add the remote coaching hours with our accredited trainers to better prepare for the final certification exam.

Otherwise, candidates can attend an ITIL 4 Practitioner: Service Level Management training in a virtual classroom or in classroom on scheduled dates or in-house.

If you want to achieve all the five ITIL 4 Collaborate, Assure and Improve practices certification, iLEARN makes available also the ITIL 4 Specialist: Collaborate, Assure and Improve Combined self-study package, covering the 5 ITIL 4 Practitioner courses and exams included in the batch.

The options available are listed at the top of this page and you can directly choose and purchase your preferred one from there.



Details about ITIL 4 Practitioner: Service Level Management course


  • Establish and maintain a mutual understanding of service quality between the service provider and consumer, catering to the needs of key stakeholders on both ends.
  • Monitor and assess the real-time service quality while striving for continual improvement in services and agreements.
  • Convert stakeholder expectations and requirements into measurable metrics, and efficiently organize and allocate resources accordingly.
  • Oversee the consistent delivery and enhancement of services through a comprehensive agreement, such as the Service Level Agreement (SLA).
  • Gauge, evaluate, and advance the organizational capability of the Service Level Management practice by employing the ITIL Maturity Model.

Who it is aimed at

  • Process owners, managers, and coordinators
  • Practice owners, managers, coordinators, and staff
  • Enterprise architects
  • IT service Managers
  • IT product Managers
  • IT practice leaders
  • IT operations leaders
  • IT procurement staff
  • IT support staff
  • IT field engineers
  • Any of these roles applied in ESM (non-IT) contexts
  • Digital, IT, and Application design and development teams
  • Service integration managers and teams


  • 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


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.

Furthermore, candidates must have taken the related accredited training course.
By ordering our ITIL 4 Practitioner self-study packages you will be eligible to take the related final certification exam, covering all the requisites imposed by PeopleCert.


  • Self-study course duration: 12 months available to download the self-study material
  • Classroom/virtual course duration: 1 day

Our e-learning platform is optimized for access via web browsers, including mobile!



Courses languages


Teacher language


Material course language


Exam type



ITIL® 4 Practitioner: Service Level Management official certificate

This certification is subject to the PeopleCert Continuing Development Programme.
Find out how and when to renew your certification.

Certificate type

Online, Paper

Exam language


Exam format

  • Duration of 30 minutes (25% extra time for candidates taking the exam in a language other than their native language)
  • Closed book
  • 20 multiple choice questions
  • 1 mark for each correct answer
  • Passing score: 13/20 marks - 65%

Frequently Asked Questions

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With the purchase of e-learning packages with 30 days and 1 year of duration, exam doesn’t have to be necessarily taken within the closing date of the account on the e-learning platform. The validity of the exam voucher code is 12 months starting from the issue date.

During the purchase process it is possible to register data and details of each participant. 

The activation date of the package can be selected during the purchase process on our website. The days of access to the course, indicated in the title of the product, will be calculated starting from the selected date. Payment must be completed before the activation date.

30 days or 1 year are to be considered as the period, so the days, during which it is possible to access the purchased training courses on our e-learning platform. These periods start on the activation date selected during the purchase process on our webiste. The activation date can be chosen and selected within 30 days from the purchase date. If you need more flexibility, do not hesitate to contact us.  


Exam voucher code is usually issued at the activation of the e-learning course, anyway it can also be issued at the end of the e-learning course of sent after 24/48 hours from the order date. In case of purchase for exam only, exam voucher code is issued at purchase confirmation, always after the receipt of payment.