Training in Service Level Management
Training in Service Level Management
Course Description
The purpose of our service level management training is to provide the trainee with the skills and knowledge necessary to enable the trainee to effectively apply service level management tools & techniques to their place of work, given your specific roles and responsibilities .
Goal of service level management
To maintain and gradually improve business service quality, through a constant cycle of agreeing, monitoring, reporting and reviewing service achievements and through instigating actions to eradicate unacceptable levels of service.
Training Approach
All QMS Solutions training manuals and course content are based on ISO 9001:2008, industry best practice, proven methodologies, tools and techniques and applicable legislation. Training manuals are developed in consultation with the trainee and / or client to ensure to ensure our trainings are practical in terms of your business needs and to ensure they meet the training objectives of the trainee.
Course programme
Service level management (SLM) ensures that service targets are documented and agreed in service level agreements (SLAs) and monitors and reviews the actual service level achieved against their SLA targets. Service level management also aims to proactively improve all service levels within imposed cost constraints. Service level management is the process that manages and improves agreed levels of service between two parties : The provider, internal service department (e.g. engineering, IT, building services etc.) or an external outsourcing company or third party supplier. The receiver of the service i.e. the customer (who pays the bill). This course will enable the trainee to understand their responsibilities in terms of:
Negotiating and agreeing service requirements and expected service characteristics with the customer
Measuring and reporting of: Service levels actually being achieved against target Resources required
Cost of service provision
Understanding the content of, and how to produce:
A Services catalogue
Service level agreements
Operational level agreements
Service Improvement Programme (SIP)
Training Methodologies
All trainees are supplied with training manuals. Training methodologies include the use of case studies, sample documentation / templates, and questionnaires. All successful trainees are awarded a certificate of achievement on completion
Course Fees
€250 development cost and €90 per participant thereafter.
Other Links
Environmental Management ::: Environmental Training ::: Training ::: Health & Safety Standards ::: Quality Management ::: Food Safety ::: Audits and Assessments
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