Developed in response to market demand for practical, focused certifications, our Service 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.
The Service Level Analyst certification is very closely aligned to the Skills Framework for the Information Age (SFIA) framework regarding core competencies of an individual in a role.