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Course Overview

Course Overview

By the end of the Service Level Management course you will be able to:

  • Define Service Level Management activities
  • Identify the pitfalls, costs & benefits of creating a professional SLM capability
  • Discover how to market the concept of introducing SLAs, OLAs & UCs and understand the benefits they bring
  • Understand the role and responsibilities of the Service Desk within the SLM process
  • Define the roles and responsibilities and indentify the types of people needed to help manage and develop the relationships
  • Use the steps required to negotiate, write and develop 'best practice' documents for your organisation
  • Develop a successful SLM implementation strategy within your own organisation

 

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