Service Level Management

Training in Service Level Management

Training in Service Level Management

Course Description

The purpose of our service level management training is to provide the learner with the skills and knowledge necessary to enable thelearner to effectively apply service level management tools & techniques to their place of work

Goal of service level management

To maintain and gradually improve business service quality, through a constant cycle of agreeing, monitoring, reporting and reviewing service achievements and through instigating actions to eradicate unacceptable levels of service.

Training Approach

All QMS Solutions trainings are tailored to the specific training needs of the learner given their specific role, responsibilities and training objectives. Training manuals are developed in consultation with the learner and / or client to ensure our trainings are practical, reflect your work environment and add real value in terms of outcomes. Training manuals and course content are based on industry best practice, applicable legislation / regulatory requirements and international ISO standards.
Trainings are delivered by Qualified trainers and experienced quality management consultants.

Course programme

Service level management (SLM) ensures that service targets are documented and agreed in service level agreements (SLAs) and monitors and reviews the actual service level achieved against their SLA targets. Service level management also aims to proactively improve all service levels within imposed cost constraints. Service level management is the process that manages and improves agreed levels of service between two parties : The provider, internal service department (e.g. engineering, IT, building services etc.) or an external outsourcing company or third party supplier. The receiver of the service i.e. the customer (who pays the bill). This course will enable the trainee to understand their responsibilities in terms of:

  • Negotiating and agreeing service requirements and expected service characteristics with the customer
  • Cost of service provision
  • Understanding the content of, and how to produce:

  • A Services catalogue
  • Service level agreements
  • Operational level agreements
  • Service Improvement Programme (SIP)

Training Methodologies

All learners are supplied with training manuals and supporting resources. Trainings are interactive whereby learners are encouraged using resources to participate and contribute their views and experience throughout the training. Training methodologies include the use of case studies, sample documentation / templates, and questionnaires.
Trainings may be delivered online via MS Teams or on-site at the leaners place of work.

Course Duration

The duration of the training course is subject to client specification and learner objectives. Minimum course duration is two days.

Course Fees

This two-day training is charged @ €1500 and €120 per participant thereafter. Minimum Daily Rates Apply


All learners are awarded a Certificate of Achievement on successful completion of the course.