| Session 1 - Service Level Management and the Infrastructure |
| • |
How the ITIL® / BSI approach is transforming IT and Business Services? |
| • |
How Service Management links into Business Programs? |
| • |
The main features and linkages of the ITIL® service support and delivery components that affect Service Level Management. |
| • |
The need for service level agreements. |
| • |
Customer Relationship Management concepts. |
| |
| Session 2 - Planning for Service Level Management |
| • |
Why commitment from supplier and customer is paramount? |
| • |
The Procedures, Dependencies, Staff, Scope, Aims, Benefits and Costs. |
| |
|
| Session 3 - Implementing Service Level Management and the Agreement process |
| • |
How to develop workable agreements using product and service lifecycle approaches? |
| • |
How to identify the Service and Supplier chains, Underpinning agreements and Business Drivers? |
| • |
How to define the service level requirements (SLRs)? |
| • |
How the Service Catalogue is used? |
| • |
How to create a detailed specification for internal and external use? |
| • |
How to create a detailed specification for internal and external use? |
| • |
How to create workable Service Level Agreements? |
| • |
How the SLA assists in Service Improvement Programmes (SIP)? |
| |
| Session 4 - A standard process for service improvement |
| • |
The process, roles, responsibilities and deliverables. |
| • |
The tasks associated with the initiation, investigation, analysis, development, proposal, negotiation, agreement, implementation, monitoring, control and management. |
| |
|
| Session 5 - Planning for Negotiation and generating Supplier/customer commitment |
| • |
The negotiation process. |
| • |
Defining SLA 'negotiables'. |
| • |
How to recognize and deploy factual, logical, analytical, procedural and emotional styles for mutual advantage? |
| |
|
| Session 6 – Interfaces and Dependencies |
| |
|
| Session 7 – In course Assignment |
| |
| Session 8 – ISEB invigilated examination |
