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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.

Certify your ability to:

  • 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.

 

Service Level Analyst Foundation Plus

Foundation Plus

Learn the techniques used within service level management.

Service Management, Process Management, IT Management
What is required?
  • ITIL Foundation certificate.
Who is Foundation Plus for?

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.

What are the key things you will learn?
  • 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.
Exam format:
  • 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

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FAQs

What is a Service Level Analyst digital badge?

Digital badges allow you to easily showcase your achievements online.

When you pass an exam - you'll instantly have the option to claim a digital badge representing your new certificate.

Your badge can be embedded on an email signature, website, social media or digital CV.

With just one click employers, customers and clients can easily view and verify your credentials and skills.

Please download our digital sharing presentation for more information.

How do I claim my Service Level Analyst digital badge?

Once you’ve been notified that you’ve passed your exam - you will have the option to create a digital badge in APMG's Candidate Portal.

Visit APMG's Candidate Portal, view your exam results and select 'Create Badge'.

This takes you to the Acclaim website where the digital badges are hosted. You will be guided through the Acclaim account creation process.

Once you have created an account with Acclaim - login into the account and accept your pending badge.

What is Service Level Analyst?

Developed in response to market demand for practical, focused certifications, our Service Level Analyst role-based certification, based on the ITIL® framework, helps you:

  • Understand customers’ service requirements
  • Define, negotiate, document and agree service levels and service level agreements (SLAs)
  • Reflect these in operational level agreements (OLAs) and underpinning contracts
  • Measure, report on and review services on an ongoing basis.

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 certification helps to ensure that IT service quality and customer satisfaction is improved. Service level management provides a sound basis for delivering IT services so that the customer is informed and in control.

How can I train for the Service Level Analyst examination?

Training for Service Level Analyst is available from the network of Accredited Training Organizations (ATOs) who are assessed and certified by APMG-International. Details of Service Level Analyst ATOs can be found at:https://apmg-international.com/all-atos
Only these organizations and registered partners/affiliates are authorized to deliver accredited Service Level Analyst training.

Do I have to receive training to sit the exam?

Yes - delegates must have attended an accredited training course prior to sitting the examination.

How do I sit the exam?

The exam must be sat through a Service Level Analyst Accredited Training Organization (ATO). Details on the process will be provided with the ATOs course information.

How much does it cost to sit the Service Level Analyst examination?

The cost of the exam is generally included in the ATO course fee.

Are there any pre-requisites for the Service Level Analyst examination?

Yes - candidates must fulfill the following criteria prior to sitting the examination:
Attendance of an accredited Service Level Analyst training course

What study material is available for Service Level Analyst and where can I purchase it?

A supporting manual has yet to be developed for the qualification. However, training providers will provide an in-course assessment book which, coupled with accredited training, will be sufficient for delegates to prepare for the exam.

Which languages is the Service Level Analyst examination available in?

The exam is currently available in English only. Translations will be progressed subject to market demand.

How long will it take to learn the Service Level Analyst material?

Training courses are generally delivered over 2-3 days. It is worth investigating with individual providers, as many will offer tailored and blended learning solutions.

How long is the Service Level Analyst qualification valid for?

The qualification is not valid for a defined period and does not expire.

When can I expect the results of my Service Level Analyst examination?

Your result will be sent to your ATO approximately 7-10 days after your exam date. Your ATO should notify you of your results so please contact them for further details.

When will I receive my certificate?

A foundation certificate will be dispatched to you approximately 2 weeks after we have received your exam paper back into our offices.
Please note that if you have taken your examination via an ATO, certificates will be dispatched based on the preferences that the ATO selected when booking the exam. The ATO can select either an e-certificate or hard copy and whether this type is sent to the ATO or directly to the candidate.
If you have not received your certificate shortly after the above time frame please contact our Customer Interaction Team – servicedesk@apmg-international.com

What is the pass mark for the Service Level Analyst examination?

Candidates will need to score 13/20 to pass the examination.

What pass mark is required to be eligible to become a Service Level Analyst trainer?

To be eligible to apply to become a Service Level Analyst trainer, individuals must achieve a score of 75% (15/20) in the exam.

How do I find out if I scored enough to be eligible to become a trainer?

To find out if you scored enough to be eligible as a trainer, please email servicedesk@apmg-international.com noting your interest. A representative of the Service Desk will be able to advise.

How can I advertise myself as Service Level Analyst qualified on my business card?

Candidates who have passed the examination can put “Service Level Analyst (APMG-International) certified” on their business cards.

Can I use the Service Level Analyst logo?

No - only organizations licensed to do so are allowed to use the Service Level Analyst logo. Such organizations include Service Level Analyst ATOs (Accredited Training Organizations) and registered partners accredited by APMG-International.

How do I become a Service Level Analyst approved trainer?

All Service Level Analyst trainers must be "sponsored" by a Service Level Analyst accredited training organization (ATO). Details of all Service Level Analyst ATOs can be found at: https://apmg-international.com/all-atos
A trainer application must be submitted by the sponsoring ATO to their relevant APMG-International office.

How does my organization become a Service Level Analyst Accredited Training Organization (ATO)?

An organization wishing to become a Service Level Analyst ATO must first submit an application form to either the APMG-International service desk or a regional APMG-International office. The organization will then be subject to APMG-International's ATO assessment process.

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