90663
ITIL® 4 Practitioner: Service Level Management 1 year with exam

• 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.

• 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, ITIL® v3 Foundation or any next ITIL® v3 level certificate or an ITIL 4 Managing Professional Transition certificate.

Furthermore, candidates must have taken the related accredited training course.