SMLearn® Service Level Management Foundation Courses

Service Level Management Foundation (Service Level Analyst) course aims to provide the knowledge and expertise needed to manage service levels. 

The course allows the candidates to:

• Analyze and evaluate the expectations and needs of customers;
• Understand and specify the requirements for service levels to the customer, towards the IT organization and with suppliers;
• Negotiate and formalize service agreements;
• Measure, report and review the performance of the services;
• Manage the perception and satisfaction of the customers.

Service Level Management Foundation certification is based not only on concerned techniques, but also on the importance of a good communication and quality management. It ensures the quality of services and improves customer satisfaction. Service management provides a solid foundation to distribute the services in such a way that the customer is informed and under control.

You will learn on one side practical skills and knowledge which can be used in the workplace while, at the same time, obtaining a recognized certification.

Service Level Management Foundation certification is closely aligned to the Skills Framework for the Information Age (SFIA) framework regarding core competencies of an individual in a role.

IT professionals responsible for the analysis, management and evaluation of the levels of service (Service Level Management).

• What is the Service Level Management (SLM);
• Field, purpose and objectives of the Service Level Management (SLM);
• The Service Level Management (SLM) Process;
• Tools and techniques for Service Level Management (SLM);
• People and Roles involved;
• Primary and Secondary skills;
• Communication and focus on customers;
• Quality Management.

• It is recommended to have obtained ITIL Foundation certification (preferably version 3);
• To take the exam you must have attended an accredited course that includes at least 18 hours of tranining;
• In addition to the course, we recommend further hours of personal study;
• A minimum of two years work experience in IT is recommended.