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SLA Management

Course Overview


SLA Management Training course is filled with practical guidance to help the support centers focus on the importance of meeting customer expectations through service level management. Participants will learn how to successfully implement ITIL best practice methodologies for service level management. SLA Management high-energy workshop is filled with practical guidance, templates, quick wins, and tips for successfully implementing ITIL best-practice methodologies for service level management. A service-level agreement enables an organization to be assured of a defined amount of stability, reliability, and performance for the provided services. It is very critical to manage SLA in service industries. SLA Management training enables the participants to understand: * The importance of SLA Management * How to Identify and document SLA's * How to Manage SLA's

Course Content


  • What is an SLA
  • Need for SLA
  • Missconcepts on SLA
  • Types of SLA's
  • SLA management Methodology
    • Identify and Document SLA's
    • Monitor and Measure SLA's
    • Apply Controls
    • Plan preventive actions
    • Perform SLA audits and Reviews
  • Samples of SLAs and SLA management Plans
    • Service Definition
    • Performance Tracking
    • Problem Management
    • Fees and Expenses
    • Roles and Responsibilities
    • Legal Compliance
    • Termination

Customer Reviews


Thanks to Xpertised and the tutor who walked me through all the topics with Practical exposure which is helping me in my current project.
-Waseem

Course was quite helpful in terms of understanding of concepts and practicality. Its really a very friendly environment to learn. The timing were mutually chosen, as we both are working professional. I am quite satisfied with the course.
-Tanmoy

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