Utbildningar

QA-BCSSSLM

Ladda ner som PDF

BCS Specialist Certificate in Service Level Management

This course provides delegates with an understanding in the principles of, and practical experience of using industry best practice to utilise a Service Level Management process successfully across a services organisation.

This qualification reflects the general industry best practices currently in use in IT Service Management (ITSM) and particularly Service Level Management. The subject matter within this qualification is based on industry best practice, frameworks and guidelines including ITIL, COBIT and ISO/IEC 20000. This qualification forms part of the 'BCS ITSM Specialist' series

Target Audience:

  • Individuals who require a working knowledge of the industry best practice used in Service Level Management and how it may be used to enhance the quality of ITSM within an organisation.
  • IT professionals who are working within an organisation which has adopted and adapted some of these practices and are required to deliver or improve Service Level Management within an ongoing Service Improvement Programme (SIP).
  • Individuals who wish to sit the BCS Specialist Certificate in Service Level Management Exam (sat on the last day of the course)

This course is aimed at those working or preparing to work in a Service Level Management role and/or within a Service Level Management process whether at a technical, operational, supervisory or managerial level. This course may also be of interest to Project Managers, Business Managers and Business Process Owners.

The purpose of the Specialist qualification in Service Level Management is to certify that the candidate has gained the knowledge of relevant industry best practices and is capable of applying them in a working environment.

Please note that as of the 31st March 2015 the ITIL Complementary Qualifications scheme which these BCS Specialist courses link to, is to be withdrawn. Candidates who take this course and exam PRIOR to this date will still receive an additional 1 ½ credits towards their existing ITIL credits. Any BCS Specialist exams taken after this date, will no longer count towards their ITIL qualification credit status.

Prior knowledge

  • Candidates must hold the ITIL Foundation Certificate (any version). It is recommended that candidates have a minimum of two years' experience in IT Service Management.

Success on the course will be enhanced by candidates spending at lead 10 hours on reviewing their ITIL Foundation material prior to attending one of the BCS Specialist courses

  • If you are taking a BCS exam you must bring photographic identification with you (passport, driving license or student card), as it is a BCS requirement to produce it for the invigilator prior to the exam. Failure to produce a valid form of photographic identification will result in a candidate not being able to sit the exam. For any questions about what form of identification is acceptable please contact your Account Manager or the QA Examination Administration team on 44 (0)1793 696273.

  • BCS allow additional time for candidates who have a disability or whose native language differs to that of the examination paper. Full details are provided in the BCS Reasonable Adjustments Policy which is available to view on the BCS website. If you believe you qualify for this then please notify the Exam Administration team on the details below as early as possible. At least two weeks' notice will be required for processing this request. Delegates failing to advise QA and provide evidence when requested, may not be allowed the additional support offered via the BCS policy. QA Exam Administration can be contacted by email exam.admin@qa.com or by phone 44(0) 1793 696162.

Objectives:

Course Outline:

Holders of the BCS Specialist Certificate in Service Level Management will be able to demonstrate their competence in, and their ability to:

  • Explain the goals and objectives of Service Level Management
  • Understand and explain processes and roles of Service Level Management
  • Use different approaches to, and application of, standards, industry best practice frameworks and guidelines, relevant to Service Level Management
  • Develop and improve the customer and business focus of Service Level Management Compile and maintain a Service Catalogue
  • Plan and construct a suitable structure and format for Service Level Agreements (SLAs) Identify Service Level Requirements (SLRs) via discussion and agreement with the Customer
  • Negotiate and agree SLAs with the Customer.
  • Understand and identify Operating Level Agreements (OLAs) Negotiate and agree OLAs with the IT Providers
  • Implement and manage Service Improvement Programmes (SIPs)
  • Be aware of the support tools and techniques available for the implementation and support of Service Level Management
  • Monitor, review and report on service performance against SLA and OLA targets Understand the interdependencies between Service Level Management and other IT areas and processes
  • Assist with the planning and implementation of Service Level Management

Examination

The examination is a 1½ hours 'closed book',... Läs mer

Objectives:

Course Outline:

Holders of the BCS Specialist Certificate in Service Level Management will be able to demonstrate their competence in, and their ability to:

  • Explain the goals and objectives of Service Level Management
  • Understand and explain processes and roles of Service Level Management
  • Use different approaches to, and application of, standards, industry best practice frameworks and guidelines, relevant to Service Level Management
  • Develop and improve the customer and business focus of Service Level Management Compile and maintain a Service Catalogue
  • Plan and construct a suitable structure and format for Service Level Agreements (SLAs) Identify Service Level Requirements (SLRs) via discussion and agreement with the Customer
  • Negotiate and agree SLAs with the Customer.
  • Understand and identify Operating Level Agreements (OLAs) Negotiate and agree OLAs with the IT Providers
  • Implement and manage Service Improvement Programmes (SIPs)
  • Be aware of the support tools and techniques available for the implementation and support of Service Level Management
  • Monitor, review and report on service performance against SLA and OLA targets Understand the interdependencies between Service Level Management and other IT areas and processes
  • Assist with the planning and implementation of Service Level Management

Examination

The examination is a 1½ hours 'closed book', multiple-choice paper. There are 25 questions which are scenario based.
Normally, the examination will be held on-site at the conclusion of the course. However, BCS will normally also arrange four central examinations per year in March, June, September and December; please contact the BCS for further details.

Certification

This qualification forms part of the BCS ITSM Specialist series.

ITIL® is a registered trade mark of AXELOS.

Utbildningen levereras i samarbete med

Kurs-ID: QA-BCSSSLM
Längd: 3 dagar
Pris exkl moms: 17 364 kr

Avtalsrabatter och kampanjer kan ej nyttjas på denna kurs.


Lämna dina kontaktuppgifter om du önskar en företagsintern utbildning.

Tipsa