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Service Level Analyst™

Certification : Service Level Analyst™
Duration : 2.5 up to 3 days
Course Delivery : Instructor lead training by certified APMG instructor
Language : Romanian/English
Price : 4300 RON plus VAT (exam incl) 

Course Introduction:

Developed in response to market demand for practical, focused certifications, ourService Level Analyst™ role-based certification, based on the ITIL® framework, helps you:

• Understand customers’ service requirements
• Define, negotiate, document and agree service levels and service level agreements (SLAs)
• Reflect these in operational level agreements (OLAs) and underpinning contracts
• Measure, report on and review services on an ongoing basis.

The Service Level Analyst™ certification provides guidance on working with customers and users to manage their expectations, perceptions and satisfaction with IT services. It focuses not only on the techniques involved but also on the importance of good communication and quality management.

The Service Level Analyst™ certification helps to ensure that IT service quality and customer satisfaction is improved. Service level management provides a sound basis for delivering IT services so that the customer is informed and in control.

You will learn practical skills and knowledge which can be used in the workplace, while at the same time earning a recognized certification.

Course Description:

Service Level Analyst™ forms part of a series of role-based certifications developed by APMG-International in partnership with itSMF. It is closely aligned to the Skills Framework for the Information Age (SFIA) framework regarding core competencies of an individual in a role.

The course will help the organization to:

• Certification supports specific job roles within organizations.
• Employees gain skills and capabilities that increase their value to the organization.
• Knowledge can be applied to improve current processes and practices in the work place, helping to ensure that IT service quality and customer satisfaction is improved.
• Good service level management provides a sound basis for delivering IT services so that the customer is informed and in control.
• Aligned with ITIL and SFIA roles, providing a clear development path for employees.
• Enables organizations to better retain, motivate and recruit the best people in service management. 

Audience:

• IT Support Staff 
• IT Consultants 
• Key Business Users 
• IT Developers 
• Everyone interested in taking on the certification courses 

Prerequisites:

You are recomended to be ITIL Foundation certified in order to be eligible to take this certification.

Preparation in advance:

None

Learning Objectives:

You will be able to:

• Course is role specific, industry relevant and supports career development.
• Provides detailed, practical knowledge based on industry good practice.
• The course will provide collateral that can be used immediately within the working environment.
• Gain recognition and credits for specialist skills and knowledge.
• Provides a follow on from the ITIL Foundation certificate and a bridge to Intermediate.
• Course are mapped to ITIL and SFIA roles which are highly relevant to career paths in service management.
• Internationally recognized certification.

Course activities:

• 2-3 hours of evening work is required in order to take the exam 
• Classroom lecturing. 
• Individual and group assignments. 
• Exam preparation session 

Included in the course:

• APMG authorized student curriculum. 
• APMG accredited exam 
• Copies of the visual materials used in class. 
• Lunch, coffee breaks 

About examination:

• Service Level Analyst™ exam is APMG accredited 
• Exam administration is APMG responsability 
• ITAcademy enable with logistics the administration of the exams 
• Workbook to be completed during the course to demonstrate the practical application of the theory
• Exam has 20 questions, alocated time 60 min, 13 correct answers (65%) to pass 
• Scenario Booklet to be used during examination
• The exam is online or paper based, in english, romanian or any translation available at APMG