Service level management provides a sound basis for delivering IT services so that the customer is informed and in control.
The Service Level Analyst certification provides guidance on working with customers and users to manage their expectations, perceptions and satisfaction with IT services. It focuses not only on the techniques involved but also on the importance of good communication and quality management.
The Service Level Analyst certification is based on the ITIL® framework.
- Define, negotiate, document and agree service levels and service level agreements (SLAs).
- Measure, report on and review services on an ongoing basis.
- Understand customers' service requirements.
- Improve current processes and practices in the work place, helping to ensure that IT service quality and customer satisfaction is improved.
- Deliver IT services so that the customer is informed and in control.
- Enable organizations to better retain, motivate and recruit the best people in service management.
- ITIL Foundation certificate.
People who work as service level analysts within a service management environment. This would include anyone who works as a practitioner in service level management, including the process owner but not specifically focused at this level.
It is also relevant to other key staff involved either directly or indirectly with service level management activities.
This includes but is not limited to those working in business relationship management and supplier management. Other staff who work with service level management include those involved in incident and problem management, IT technical support, availability management and other service management areas.
- The key terms and concepts of service level management.
- The purpose and value of service level management within different types and sizes of organization, identifying the common challenges that need to be addressed.
- The basic concepts of good personal communication and understand how these can contribute to increased effectiveness and efficiency within service level management.
- The main interfaces between the service level analyst and other processes and areas within IT service management and how these are impacted by uncontrolled changes.
- The key activities that are contained in the service level management process.
- Techniques that can be used by the service level management process and apply these to different scenarios.
- How service level management contributes to quality of IT services.
- How to identify people involved with service level management and be able to translate the type of involvement into a RACI matrix.
- Paper-based exam and is a mixture of simple and complex objective testing questions
- 20 questions per paper
- 13 marks or more required to pass (out of 20 available) - 65%
- 60 minutes duration