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About Course Information
Master the art of defining, negotiating, and managing Service Level Agreements (SLAs)
The Learning Curve
The ITIL® 4 Practitioner: Service Level Management Training is designed to equip learners with practical knowledge and hands-on skills to effectively manage service levels in alignment with business goals. This module focuses on creating meaningful SLA frameworks, ensuring business alignment, and driving continual service improvement.
Delivered through expert-led sessions, this course explores the strategic role of Service Level Management in value co-creation. Learners will gain real-world insights into stakeholder engagement, performance tracking, and the use of monitoring tools to measure service delivery success.
We provide comprehensive support during the exam process to make the experience as simple as possible. This exam can be taken at a suitable time, subject to availability, online, anywhere.
Live Training
Training by Accredited ITIL® Experts
Practical Case Studies & Scenarios
Official ITIL® Exam Voucher
Digital Course Materials & Resources
Interactive Learning Portal
Module 1: Introduction to Service Level Management
Key Concepts of the Practice
Purpose of the Practice
Practice Success Factors and Key Metrics
Key Terms or Concepts
Module 2: Value Streams and Processes
Processes of the Practice
Inputs and Outputs of the Processes
Key Activities of the Processes
Integrate the Practice in the Organisation’s Value Streams
Module 3: Organisations and People
Roles and Competences of the Practice
Key Roles of the Practice
Position the Practice in the Organisational Structure
Module 4: Information and Technology
Information and Technology Support and Enable the Practice
Tools Application
Apply the Recommendations on Automation
Module 5: Partners and Suppliers
Role of Partners and Suppliers in the Practice
Dependencies of the Practice on Third Parties
Partners and Suppliers Can Support the Practice
Module 6: Service Level Management Capability Development
ITIL Capability Model Can Be Used to Develop the Practice
ITIL Guiding Principles Help to Develop the Practice
Understand the purpose and key concepts of Service Level Management (SLM) within the ITIL® 4 Framework
Define, document, and manage service levels that align with business expectations and measurable outcomes
Learn to design Service Level Agreements (SLAs) that are realistic, clear, and value-focused
Apply techniques to monitor service performance, analyse gaps, and drive continuous improvement
Develop skills to facilitate collaboration between service providers and stakeholders
Course Highlights
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Duration: 1 Days
Corporate Training
Empower your teams with ITIL® 4 Training aligned to your business goals. Enhance performance, drive efficiency, and scale IT capabilities across your organisation.
Upcoming Batches
Buxton(1 Days)
Fri 5 Sep 2025
Fri 5 Sep 2025
Buxton(1 Days)
Fri 7 Nov 2025
Fri 7 Nov 2025
Corby(1 Days)
Fri 5 Sep 2025
Fri 5 Sep 2025
Corby(1 Days)
Fri 7 Nov 2025
Fri 7 Nov 2025
No schedules available.
Buxton( 1 days)
Fri 5 Sep 2025
Fri 5 Sep 2025
Buxton( 1 days)
Fri 7 Nov 2025
Fri 7 Nov 2025
Corby( 1 days)
Fri 5 Sep 2025
Fri 5 Sep 2025
Corby( 1 days)
Fri 7 Nov 2025
Fri 7 Nov 2025
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What’s Included
Learn the basics of ITIL® and how to apply and adapt it to your business Learn the basics of ITIL® and how to apply and adapt it to your businessLearn the basics of ITIL® and how t
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Expert Instructor Support
A dedicated instructor will be assigned throughout the training, to guide for any issues.
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Frequently Asked Questions?
This course focuses on applying practical skills and techniques to define, negotiate, and monitor service levels that meet business needs. It supports measurable improvement in IT service delivery and customer satisfaction.
The course is ideal for Service Delivery Managers, ITSM professionals, Service Desk Leads, and anyone involved in creating, managing, or improving SLAs and service performance.
There are no formal prerequisites for attending this ITIL® 4 Practitioner Service level Management Training.
Topics include service expectation management, SLA design and implementation, service quality measurement, performance monitoring, continual improvement, and stakeholder engagement practices.
Yes, the course includes the official ITIL® 4 Practitioner: Service Level Management exam. The exam is taken online after training, subject to readiness and availability.
Yes, this certification is accredited by PeopleCert and is widely recognised across IT service management roles and industries worldwide.
You will gain the ability to translate business needs into effective SLAs, manage service performance, and drive improvements that enhance customer experience and organisational value.
SLM is one of 15 practice modules in the ITIL® 4 Practice Manager track. Completing five practices plus the ITIL® Specialist: Create, Deliver and Support (CDS) module earns the Practice Manager designation.
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