The ITIL 4 Practitioner: Service Level Management course focuses on providing an understanding of the key concepts, principles, value and challenges of the Service Level Management Practice. It offers best practice recommendations for defining clear objectives related to service utility, warranty, and the overall service experience.
Syllabus
Module 0: Welcome to ITIL 4 Service Level Management Practice
Duration: 55m
Module zero introduces you to the course main features, learning plan, aims and objectives, and structure.
Module 1: Key concepts
Duration: 1h
Module 1 begins by explaining the purpose of the service level management practice, along with the key concepts of service quality, service level, service level agreement, utility, warranty and experience. It then describes the practice success factors (PSFs) of the service level management practice, and the key metrics by which they’re measured.
Module 2: Processes, value streams and people
Duration: 1h
Module 2 explains the two service level management practice processes: management of SLAs and oversight of service levels and service quality.
It also explains the role of the practice in service value streams, the responsibilities of the key roles of the practice, and how to position the practice in the organizational structure.
Module 3: Enabling the practice
Duration: 1h
Module 3 starts by explaining automation and tooling, and providing recommendations for the automation of the service level management practice.
The module goes on to discuss partners and suppliers, explaining the dependencies of the practice on third parties and how partners and suppliers can support the practice.
It also explains how capability criteria support the practice capability development.
The module ends with recommendations for service level management practice success and how they’re supported by the ITIL guiding principles.
Module 4: The practice exams
Duration: 1h 5m
Module 4 contains Service Level Management Practice wrap-up
Duration: 5m
Module 5 provides information on booking the exam and other courses of interest.
This is a multiple-choice ‘Objective Test Question’ (OTQ) exam consisting of 20 questions
There is a time limit of 30 minutes to complete the exam
The exam is closed book, with only the provided materials being permitted for use
The pass mark for the exam is 65%: you must answer at least 13/20 questions correctly
In countries where English is a second language, the time allocated for the exam is extended to 75 minutes
Passing this exam will allow candidates to proceed to exams for intermediate ITIL qualifications
PeopleCert Exam Information
Your exam voucher will be sent to you shortly after you purchase your course. The exam voucher must be redeemed on the PeopleCert website before starting your course. Redeeming the exam voucher allows customers to access the official eBook.
PeopleCert exams can be taken online, through your web browser or using ExamShield proctoring software. Candidates choose how to take their exam in their account area on the PeopleCert website
PeopleCert operate an exam insurance scheme called Take2. If you would like the opportunity to retake the exam , you must purchase Take2 before taking your exam.
Take2 can be purchased through your PeopleCert account up to 15 minutes before your exam.
Alternatively, you can become a PeopleCert Plus member to receive a free resit for all certifications you take.
You can find detailed information on PeopleCert exam terms and conditions on our exams terms and conditions page.
FAQ
What is ITSM?
ITSM, or IT Service Management, involves applying policies, procedures, and best practices to optimize IT services for both clients and employees, enhancing efficiency and satisfaction.
What is ITIL 4?
ITIL 4 represents the latest evolution of ITIL, the globally recognized framework for ITSM. It provides a comprehensive set of best practices that guide IT-powered organizations in designing, developing, and continuously improving their IT services.
What does ITIL stand for?
Originally, ITIL stood for ‘Information Technology Infrastructure Library.’ However, as the framework has evolved with frequent updates, it is no longer considered a static ‘library.’ Currently, ITIL doesn’t stand for anything but continues to be a leading model for IT service optimization.
What does the ITIL certification path look like?
The ITIL certification journey begins with the ‘ITIL Foundation’. After achieving this, individuals can advance through ‘Practice Manager,’ ‘Managing Professional,’ or ‘Strategic Leader’ streams. Mastery of all streams enables one to qualify as an ‘ITIL Master.’ Additionally, there are four ITIL extension modules for those focusing on specific ITSM areas, which are not part of the main ITIL pathway.
How much is ITIL certification worth?
ITIL certification can significantly enhance a professional’s earning potential. According to Payscale, certified ITIL practitioners can earn between $51,000 and over $259,000 annually, varying by experience, role, and certification level.
How does ITIL work?
ITIL equips users with best practices for developing efficient IT services, fostering a culture of continuous improvement. This ensures services remain aligned with business objectives, optimizes resources, and facilitates ongoing enhancements.
How can ITIL benefit businesses?
ITIL 4 helps organizations optimize IT practices, supports continuous quality improvement, and remains adaptable to integrate with other methodologies like DevOps. Its forward-looking approach ensures it remains relevant as technological and best practice standards evolve.
Who are PeopleCert?
PeopleCert is a prominent accrediting body that owns and oversees several best practice frameworks, including ITIL 4, PRINCE2, MSP, PRINCE2 Agile, and AgileSHIFT.
What other frameworks can complement ITIL?
ITIL 4 seamlessly integrates with other frameworks such as Agile, DevOps, Lean, and PRINCE2, enhancing its adaptability and applicability across various organizational contexts.
The ITIL 4 Practitioner: Service Level Management course focuses on providing an understanding of the key concepts, principles, value and challenges of the Service Level Management Practice. It offers best practice recommendations for defining clear objectives related to service utility, warranty, and the overall service experience.
Module 0: Welcome to ITIL 4 Service Level Management Practice
Duration: 55m
Module zero introduces you to the course main features, learning plan, aims and objectives, and structure.
Module 1: Key concepts
Duration: 1h
Module 1 begins by explaining the purpose of the service level management practice, along with the key concepts of service quality, service level, service level agreement, utility, warranty and experience. It then describes the practice success factors (PSFs) of the service level management practice, and the key metrics by which they’re measured.
Module 2: Processes, value streams and people
Duration: 1h
Module 2 explains the two service level management practice processes: management of SLAs and oversight of service levels and service quality.
It also explains the role of the practice in service value streams, the responsibilities of the key roles of the practice, and how to position the practice in the organizational structure.
Module 3: Enabling the practice
Duration: 1h
Module 3 starts by explaining automation and tooling, and providing recommendations for the automation of the service level management practice.
The module goes on to discuss partners and suppliers, explaining the dependencies of the practice on third parties and how partners and suppliers can support the practice.
It also explains how capability criteria support the practice capability development.
The module ends with recommendations for service level management practice success and how they’re supported by the ITIL guiding principles.
Module 4: The practice exams
Duration: 1h 5m
Module 4 contains Service Level Management Practice wrap-up
Duration: 5m
Module 5 provides information on booking the exam and other courses of interest.
This is a multiple-choice ‘Objective Test Question’ (OTQ) exam consisting of 20 questions
There is a time limit of 30 minutes to complete the exam
The exam is closed book, with only the provided materials being permitted for use
The pass mark for the exam is 65%: you must answer at least 13/20 questions correctly
In countries where English is a second language, the time allocated for the exam is extended to 75 minutes
Passing this exam will allow candidates to proceed to exams for intermediate ITIL qualifications
PeopleCert Exam Information
Your exam voucher will be sent to you shortly after you purchase your course. The exam voucher must be redeemed on the PeopleCert website before starting your course. Redeeming the exam voucher allows customers to access the official eBook.
PeopleCert exams can be taken online, through your web browser or using ExamShield proctoring software. Candidates choose how to take their exam in their account area on the PeopleCert website
PeopleCert operate an exam insurance scheme called Take2. If you would like the opportunity to retake the exam , you must purchase Take2 before taking your exam.
Take2 can be purchased through your PeopleCert account up to 15 minutes before your exam.
Alternatively, you can become a PeopleCert Plus member to receive a free resit for all certifications you take.
You can find detailed information on PeopleCert exam terms and conditions on our exams terms and conditions page.
ITSM, or IT Service Management, involves applying policies, procedures, and best practices to optimize IT services for both clients and employees, enhancing efficiency and satisfaction.
What is ITIL 4?
ITIL 4 represents the latest evolution of ITIL, the globally recognized framework for ITSM. It provides a comprehensive set of best practices that guide IT-powered organizations in designing, developing, and continuously improving their IT services.
What does ITIL stand for?
Originally, ITIL stood for ‘Information Technology Infrastructure Library.’ However, as the framework has evolved with frequent updates, it is no longer considered a static ‘library.’ Currently, ITIL doesn’t stand for anything but continues to be a leading model for IT service optimization.
What does the ITIL certification path look like?
The ITIL certification journey begins with the ‘ITIL Foundation’. After achieving this, individuals can advance through ‘Practice Manager,’ ‘Managing Professional,’ or ‘Strategic Leader’ streams. Mastery of all streams enables one to qualify as an ‘ITIL Master.’ Additionally, there are four ITIL extension modules for those focusing on specific ITSM areas, which are not part of the main ITIL pathway.
How much is ITIL certification worth?
ITIL certification can significantly enhance a professional’s earning potential. According to Payscale, certified ITIL practitioners can earn between $51,000 and over $259,000 annually, varying by experience, role, and certification level.
How does ITIL work?
ITIL equips users with best practices for developing efficient IT services, fostering a culture of continuous improvement. This ensures services remain aligned with business objectives, optimizes resources, and facilitates ongoing enhancements.
How can ITIL benefit businesses?
ITIL 4 helps organizations optimize IT practices, supports continuous quality improvement, and remains adaptable to integrate with other methodologies like DevOps. Its forward-looking approach ensures it remains relevant as technological and best practice standards evolve.
Who are PeopleCert?
PeopleCert is a prominent accrediting body that owns and oversees several best practice frameworks, including ITIL 4, PRINCE2, MSP, PRINCE2 Agile, and AgileSHIFT.
What other frameworks can complement ITIL?
ITIL 4 seamlessly integrates with other frameworks such as Agile, DevOps, Lean, and PRINCE2, enhancing its adaptability and applicability across various organizational contexts.
Good e-Learning achieves what many thought was not possible – an online course that is straight forward and gets some very complex material across in a fun and engaging manner. The materials are illustrated with easy-to-follow graphics, voice-overs and videos that make the subject matter memorable – especially important for preparing for the exam!
David Cannon
Leading IT Management Consultant, Author & Lead Editor for ITIL 4: Digital & IT Strategy
