Global Certificate in SLA & Service Level Management

• Introduction to Service Level Management (SLM): Understanding the basics of SLM, its importance, and the role it plays in organizations. • Service Level Agreement (SLA) Design: Creating effective SLAs, including defining service targets, measuring performance, and managing customer expectations. • SLA Negotiation and Implementation: Techniques for successful SLA negotiations, implementation, and ongoing management. • SLM Processes: Detailed exploration of the key SLM processes, such as incident management, problem management, and change management. • Service Reporting and Metrics: Establishing effective service reporting and metrics to measure and improve SLM performance. • Continual Service Improvement (CSI): Implementing CSI in SLM, including identifying improvement opportunities, implementing changes, and reviewing their impact. • SLM Tools and Technologies: Overview of the various SLM tools and technologies available to support SLM activities. • SLM Best Practices: Understanding and implementing ITIL and other best practices for SLM.

• Vendor Management: Managing vendor relationships, including contract management, performance monitoring, and escalation procedures.

Note: The above list is not exhaustive, and additional units may be included depending on the specific requirements of the course.