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Overview:

This course will look at the process required for a successful Service Level Agreements and how to build a service catalogue, and enable participants to practice writing a Service Level Agreement/Service catalogue relevant to their business.

How does the course works?

The course combines a mixture of theory with background information and case studies, and practice.

Topics Covered

• What are SLAs, OLAs and UCs?
• What shall a SLA consist of in regards to ITIL Best practice?
• How will a SLA influence relationships and IT costs?
• What benefits are there with SLA based business and deliveries?
• How SLA can be used as a base for ITSM (IT Service Management) .
• How you introduce a SLA, from beginning to end
• How SLAs are developed, maintained and administrated.
• How do I follow up SLA and what supporting tools (systems/applications) are available?
• What are the elements of the service catalogue?
• Why is measuring of service catalogue performance important?
• How to measure service catalogue performance?
• How to implement the service catalogue?
• How to maintain the service catalogue?
• How to report service catalogue performance?