Transforming service level agreements into a governance tool.
Poorly defined or never-reviewed service agreements, IT teams delivering without any real visibility into stakeholder satisfaction—that’s the daily reality for many organizations. ITIL 4®'s Service Level Management practice provides the framework to fix this: set targets aligned with business needs, continuously monitor performance, and report in a structured way. This intensive one-day training lets participants explore the whole practice: concepts, processes, roles, monitoring tools, supplier integration, and success factors.
Is it for you ?
IT managers responsible for Service Level Agreements (SLAs)
Practitioners and practice owners involved in IT/business relationship management
Professionals pursuing the ITIL 4® Practitioner: Service Level Management certification
Prerequisites
ITIL 4® Foundation certification required.
What You'll Walk Away With
- ✓ Define clear, measurable service targets aligned with business needs
- ✓ Implement rigorous monitoring of service levels and accountability mechanisms
- ✓ Strengthen the relationship between IT teams and internal/external stakeholders
- ✓ Obtain the official ITIL 4® Practitioner: Service Level Management certification
Training content
When expectations are not formalized, every service interruption becomes a source of friction. This one-day training allows participants to explore the Service Level Management practice in its entirety, from fundamentals to governance strategies and stakeholder communication.
1 Exploring the key concepts of Service Level Management
Participants cover the basics of the practice: service utility, warranty, service experience, and the difference between Service Level Agreements (SLAs), Service Level Objectives (SLOs), and Operational Level Agreements (OLAs). This block establishes the common vocabulary essential for any robust approach.
2 Deconstructing the practice processes
Participants explore the processes that structure service level management: defining targets, monitoring performance, analyzing gaps, and triggering corrective actions. The focus is on consistency between what is promised, what is delivered, and what is reported.
3 Clarifying roles and skills at the heart of the practice
Participants see how responsibilities are distributed: who negotiates agreements, who monitors performance, and who communicates results to stakeholders. This block helps clarify roles so that each participant knows exactly what is expected of them.
4 Leveraging information and technology to steer service levels
Participants work in workshops on the use of dashboards, monitoring tools, and performance reports to track service levels in real-time. They see how to transform operational data into clear arguments for discussions with stakeholders.
5 Integrating partners and suppliers into service commitments
Participants explore how service levels align with vendor contracts and outsourcing agreements. This block examines how to ensure that commitments made to internal customers are built on solid foundations from the supplier side.
6 Developing practice maturity with the ITIL capability model
Participants approach the ITIL 4® capability model applied to Service Level Management: how to assess where the organization stands, identify weaknesses (insufficient tracking, poorly defined agreements, non-existent reporting), and chart a path for improvement.
7 Anchoring the practice for the long term: Key success factors
In closing, participants look at what distinguishes an effective Service Level Management practice from a simple list of metrics: governance, continuous dialogue with stakeholders, adapting targets to evolving business needs, and a culture of accountability.
Keep in Mind
The training materials and the exam are in English.
📌 Practical information
Our training sessions are offered in Montreal or Quebec City, in person or in a virtual classroom. Dates and locations are specified when you select your session below. If you have any questions, check out our FAQ.