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Service Level Management Principles

Certification

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Training

Service Level Management Principles expands the best practices elements of the Service Level Management Practice. Additionally, this course provides a more detailed look at the Service Level Management Practice activities.

Familiarize yourself with the benefits and value of operating a Service Level Management Practice within an organization. The Service Level Management Practice ensures a consistent approach to managing service and operational level agreements and targets.

This 2-day class helps reinforce the importance of the Service Level Management Practice. The Service Level Management Practice resources and capabilities are focused on setting clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets. We present experience-based, practical guidance, and examples for successfully implementing best practice methodologies for Service Level Management.

What You Will Learn

  • Service level management concepts review
  • Terms, definitions, purpose, and value
  • Service level management practice activities
  • Service level management practice roles and responsibilities and practice governance policy
  • Measurement and continual improvement within service level management

Who Should Attend?

  • Service level managers, practitioners, and stakeholders who need to gain a thorough understanding of how to deploy and/or assess and improve the service level management process in their organizations

Course Outline

Module 1: Service Level Management Concepts

  • Review service level management definitions
  • Review the purpose of the service level management practice
  • Understand the value in operating a service level management practice
  • Examine the scope of the service level management practice

Module 2: Service Level Management Activities

  • Understand when to engage the service level management practice
  • Explore the sources that initiate service level management activities
  • Examine each activity in detail

Module 3: Practice Roles and Responsibilities and Practice Activity Governance Policy

  • Explore the practice RACI chart
  • Understand key roles and responsibilities in service level management
  • Understand the need for polices governing the execution of practice activities

Module 4: Measuring the Practice Activities and Continual Improvement

  • Explore examples of best practice measurements for practice performance
  • Examine the importance of continual improvement to the service level management practice

Virtual Classroom

Calendar Price: $1,999

These scheduled courses provide students with live, instructor-led training delivered by HDI faculty. Using web conferencing software and an audio bridge, students interact with the instructor without ever leaving their desk.

  • Minimize the impact on your daily schedule by only training 2 days.
  • Learn only what you need to with targeted, topic-specific courses.
  • Ask questions and interact with the instructor.

View the Virtual Classroom FAQs

 

Private Group Training

Request Info

HDI can train your team at your facility, eliminating individual travel costs and putting more control in your hands.

  • Control class size and pick training dates that accommodate your business schedule.
  • Focus on your organization’s key issues and pain points.
  • Save money. With groups of eight or more, this option is often more cost effective.
  • To learn more about this program, contact an account manager or call 1.800.248.5667.
May 21, 2025 - May 22, 2025
HDI, Virtual Classroom 		Service Level Management Principles On or before Mar 26, 2025 :
Price: $1,899.00

After Mar 26, 2025 :
Price: $1,999.00 		More Info Add to Cart
Aug 26, 2025 - Aug 27, 2025
HDI, Virtual Classroom 		Service Level Management Principles On or before Jul 01, 2025 :
Price: $1,899.00

After Jul 01, 2025 :
Price: $1,999.00 		More Info Add to Cart
 

HDI offers courses in cities throughout North America. Don’t see a class near you or when you would like to attend? Contact your or find an to discuss your needs.


Certification Exam

All HDI courses and certification exams are based on and developed from the HDI certification standards. They reinforce the core concepts of the HDI certification standards and provide skills-building opportunities.

The Service Level Management Principles exam consists of forty (40) multiple choice questions and must be completed in sixty (60) minutes. A minimum score of 80% is required to pass this certification exam; individuals who achieve the passing score will receive a certificate from HDI acknowledging their accomplishment and a credentialing logo that may be added to signature blocks and business cards.

HDI Support Center Analyst

Date: 6/7 - 6/9/11

Location: Los Angeles Airport Marriott Hotel
5855 West Century Blvd.
Los Angeles, CA 90045

Full Course Description