As trusted global partners in advancing organisational architecture capability, we help organisations train entire teams through flexible delivery options, volume discounts, and dedicated account management.
Partner with EA Learning to build the skills your organisation needs to drive successful transformation.
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As trusted global partners in advancing organisational architecture capability, we help organisations train entire teams through flexible delivery options, volume discounts, and dedicated account management.
We can provide guidance and help you choose an option to build the skills your organisation needs to drive successful transformation.
At EA Learning, we’re committed to supporting your team’s training needs and helping you maximise your budget. Here are a few ways we can assist:
The ITIL 4 Practitioner: Service Level Management course focuses on providing an understanding of the key concepts, principles, value and challenges of the Service Level Management Practice. It offers best practice recommendations for defining clear objectives related to service utility, warranty, and the overall service experience.
ITIL® 4 Foundation is a prerequisite for this course.
ITIL 4 Practitioner: Service Level Management offers professionals the opportunity to:
ITIL 4 Practitioner: Service Level Management is designed for:
The ITIL® 4 Practitioner: Service Level Management course is provided by GEL, an ATO of PeopleCert.
ITIL® is a registered trademark of PeopleCert. Used under licence from PeopleCert. All rights reserved.
We specialise in partnering with organisations to build the confidence, competence and credibility needed to use architecture as a powerful enabler of business transformation through private training (classes held exclusively for your organisation) and regularly scheduled public classes.
Our specialist team takes the time to understand your organisation, covering your challenges, strategic priorities, capability gaps and where you are in your EA journey. From there, we prescribe training solutions that deliver meaningful, measurable outcomes.
Unlock significant savings as you scale training across your organisation, whether you register learners for public or private classes or a combination both.
For over 15 years, EA Learning has delivered The Open Group® accredited training courses to leading organisations to empower teams, build capability, drive transformation and achieve lasting impact.
We’ve worked with Fortune 500 tech companies, Big 4 consultancies, government agencies, major banks and IT companies.
EA Learning offers industry-leading training and certifications for enterprise, business and IT architects, and business transformation professionals.
Renowned for delivering consistently high quality learning experiences developed by industry experts, EA Learning has earned a strong reputation for excellence, with a 98% satisfaction rating across our courses.
Our expert instructors are industry leaders who bring extensive experience to every class, turning complex theory into practical, engaging learning.
Through rich anecdotes and industry-relevant examples, they deliver dynamic, impactful classes that build clarity and confidence, enabling you to immediately apply the skills you’ve developed.
Moving beyond passive learning, our eLearning courses feature engaging and interactive activities that reinforce key concepts, bringing them to life.
By integrating practical exercises and realistic case studies, we help to bridge the gap between abstract concepts and real-world implementation.
With instructors across the world, we offer virtual and in-person courses across various time zones to suit your schedule.
We specialise in working with organisations to create training packages, combining the potential to unlock huge savings with confidential, contextualised discussions reflect your organisational reality. Find out more.
ITIL® 4 Practitioner: Service Level Management (SLM)
Module 0: Welcome to ITIL 4 Service Level Management Practice
Module zero introduces you to the course main features, learning plan, aims and objectives, and structure.
Module 1: Key concepts
Duration: 1h
Module 1 begins by explaining the purpose of the service level management practice, along with the key concepts of service quality, service level, service level agreement, utility, warranty and experience. It then describes the practice success factors (PSFs) of the service level management practice, and the key metrics by which they’re measured.
Module 2: Processes, value streams and people
Duration: 1h
Module 2 explains the two service level management practice processes: management of SLAs and oversight of service levels and service quality.
It also explains the role of the practice in service value streams, the responsibilities of the key roles of the practice, and how to position the practice in the organisational structure.
Module 3: Enabling the practice
Duration: 1h
Module 3 starts by explaining automation and tooling, and providing recommendations for the automation of the service level management practice.
The module goes on to discuss partners and suppliers, explaining the dependencies of the practice on third parties and how partners and suppliers can support the practice.
It also explains how capability criteria support the practice capability development.
The module ends with recommendations for service level management practice success and how they’re supported by the ITIL guiding principles.
Module 4: The practice exams
Module 4 contains two practice tests provided by PeopleCert.
Module 5: Service Level Management Practice wrap-up
Duration: 5m
Module 5 provides information on booking the exam and other courses of interest.
PeopleCert Exam Information
Your exam voucher will be sent to you shortly after you purchase your course. The exam voucher must be redeemed on the PeopleCert website before starting your course. Redeeming the exam voucher allows customers to access the official eBook.
PeopleCert exams can be taken online, through your web browser or using ExamShield proctoring software. Candidates choose how to take their exam in their account area on the PeopleCert website.
PeopleCert operate an exam insurance scheme called Take2. If you would like the opportunity to retake the exam, you must purchase Take2 before taking your exam.
Take2 can be purchased through your PeopleCert account up to 15 minutes before your exam.
Alternatively, you can become a PeopleCert Plus member to receive a free resit for all certifications you take.
After passing the exam, you’ll earn the ITIL® 4 Practitioner: Service Level Management Badge, which you can proudly display on your LinkedIn profile to showcase your achievement and expertise.
ITIL® 4 Practitioner: Service Level Management (SLM) Exam
Pre-requisites: ITIL® 4 Foundation
ITSM, or IT Service Management, involves applying policies, procedures, and best practices to optimise IT services for both clients and employees, enhancing efficiency and satisfaction.
ITIL 4 represents the latest evolution of ITIL, the globally recognised framework for ITSM. It provides a comprehensive set of best practices that guide IT-powered organisations in designing, developing, and continuously improving their IT services.
Originally, ITIL stood for ‘Information Technology Infrastructure Library.’ However, as the framework has evolved with frequent updates, it is no longer considered a static ‘library.’ Currently, ITIL doesn’t stand for anything but continues to be a leading model for IT service optimisation.
The ITIL certification journey begins with the ‘ITIL Foundation’. After achieving this, individuals can advance through ‘Practice Manager,’ ‘Managing Professional,’ or ‘Strategic Leader’ streams. Mastery of all streams enables one to qualify as an ‘ITIL Master.’ Additionally, there are four ITIL extension modules for those focusing on specific ITSM areas, which are not part of the main ITIL pathway.
ITIL certification can significantly enhance a professional’s earning potential. According to Payscale, certified ITIL practitioners can earn between $51,000 and over $259,000 annually, varying by experience, role, and certification level.
ITIL equips users with best practices for developing efficient IT services, fostering a culture of continuous improvement. This ensures services remain aligned with business objectives, optimises resources, and facilitates ongoing enhancements.
ITIL 4 helps organisations optimise IT practices, supports continuous quality improvement, and remains adaptable to integrate with other methodologies like DevOps. Its forward-looking approach ensures it remains relevant as technological and best practice standards evolve.
PeopleCert is a prominent accrediting body that owns and oversees several best practice frameworks, including ITIL 4, PRINCE2, MSP, PRINCE2 Agile, and AgileSHIFT.
ITIL 4 seamlessly integrates with other frameworks such as Agile, DevOps, Lean, and PRINCE2, enhancing its adaptability and applicability across various organisational contexts.
Take the first step to certification by registering yourself or your organisation for an upcoming public class.
Get in touch with one of our experts to find out more about the course and learn how we can meet your organisation’s requirements.
