Key concepts of the practice
Processes of the practice
Roles and competencies of the practice
How information and technology enable the practice
Role of partners and suppliers in the practice
How the ITIL capability model can be used to develop the practice
How the guiding principles support the practice?
Set and manage a shared view of the quality of services between the service provider and the service consumer, aimed at all key stakeholders on both sides.
Monitor and evaluate the actual service quality and continual improvement of the services and agreements.
Translate stakeholder expectations and needs into metrics, then organise and manage the resources appropriately.
Manage ongoing delivery and improvement of services through a well-documented agreement such as the service level agreement (SLA).
Measure, assess and develop the Service Level Management practice capability in their organisation by using the ITIL Maturity Model.
The target audience for this document is candidates taking the ITIL 4 Service Level Management Practitioner module.
In order to access ITIL 4 Service Level Management exam, candidates must hold an ITIL 4 Foundation certificate or an ITIL 4 Managing Professional Transition certificate.
Duration of 30 minutes (45 minutes for candidates taking the exam in a language other than their native)
20 multiple choice questions
1 mark for each correct answer
Passing score: 13/20 marks - 65%