ITIL® 4 Practitioner: Service Level Management

• 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)

• Closed book

• 20 multiple choice questions

• 1 mark for each correct answer

• Passing score: 13/20 marks - 65%