I10-221: IT Service Level Management

Course Summary

This course focuses on user and supplier issues associated with managing and implementing SLA's. It also explains how to identify different services needs and the negotiation types required to develop and implement an agreement. In addition, there is strong emphasis on development of the service catalog. It will help you create realistic SLAs, which is an essential aspect developing ‘world class’ IT Service Delivery functions that help your organization effectively implement it’s business future.


IT Service managers are responsible to negotiate Service Level Agreements. A Service Level Agreement (SLA) is the result of a formal process which helps both customer and provider(s) to identify the services required, specifying the conditions of development and support needed while identifying the other parties involved. Once completed, the SLA created becomes a binding agreement upon which service improvements can be based, charges leveled and penalties imposed.

SLAs are not new, however, with the need to focus on core services, there is a greater emphasis on formalizing relationships between external and internal providers and their customers. One way of doing this is via the SLA - if it is part of a formal Service Level Management (SLM) process.

Expected Outcome

Prepare for the practical work of developing Service Level Agreements and managing to IT Service Levels. 


2 full days


To describe how Service Level Management contributes to the success of the business. Objectives include:


Staff who are responsible for implementing Service Level Agreements, especially relationship, service and project managers, IT support and delivery staff and business systems analysts.

Staff who are implementing a Service Management function, which will operate within ISO9000/BS5750, ISO17799/BS7799 (Security,) ISO27001 (Security) and BS15000 or BSI DISC PD0005 standards.


A basic level of IT literacy including at least six (6) months experience in IT Operations. Technical skills as a team member to develop complex solutions. A Foundation's Certification in IT Service Management is essential.

Next Courses

Course Contents

Service Level Management and the Infrastructure - How does the ITIL/BSi approach transform IT and business services? This question is answered by developing an understanding of how service management links into business programs followed by discussion of the main features and linkages of the ITIL service support and delivery components that affects Service Level Management. This extends to the need for service level agreements and customer relationship concepts.

Planning for Service Level Management - Understand why commitment from supplier and customer is essential to SLM success. Handle objections and road blocks in route to acceptance. This includes discussion of the procedures, dependencies, staff, scope, intents, benefits and costs.

Implementing Service Level Management and the Agreement Process - How to develop workable agreements using product and service lifecycle approaches. How to identify the Services and supplier chains that underpin agreements and support business drivers. How to define the Service Level Requirements (SLR). How the Service Catalogue is used. How to create a detailed specification for internal and external use. How to create workable Service Level Agreements and Operational Level Agreement s (OLA). How the SLA assists in Service Improvement Programming (SIP).

Developing a standard process for Service Improvement - Understand the process, roles, responsibilities and deliverables of Service Improvement.  Describe the tasks associated with the initiation, investigation, analysis, development, proposal, negotiation, agreement, implementation, monitoring, control and management.

Planning for negotiation and generating Supplier and Customer commitment - The negotiation process. Defining SLA negotiation points. How to recognize and deploy factual, logical, analytical, procedural and emotional styles for mutual advantage.

Quality Planning - Understanding traditional quality management processes in the context of IT. Discussion of developing practical, continuous improvement.


Examinations leading to The ISEB Managers Certificate in IT Service Management are held in all continents. Possession of The ISEB Foundation Certificate in IT Service Management certificate is required for all candidates who wish to reach 'full certification' via the Manager Certificate in IT Service Management. IT Service Support and IT Service Delivery courses form a two-week training program leading to certification. To help you apply the concepts, the course provides a carefully balanced mix of tuition, case study, assignments and exercises. In addition, you will experience mock examinations based on previous papers.

While each course is freestanding, we strongly suggest that you attend the IT Service Support course first. You must have attended both courses (ISS and ISD) before examination.

If you wish to take the ISEB examinations, it is important that you attend a course paring that starts at least four (4) weeks before the exam date.

Certificate Advantages



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