ITIL: Service Level and Capacity Management


Overview/Description
Target Audience
Expected Duration
Lesson Objectives
Course Number


Overview/Description
IT service can be a balancing act. For example, organizations must achieve and maintain a balance between the quality of IT service given and received in a manner that is both customer focused and cost effective. Simultaneously, organizations need to provide the required capacity for data processing and storage, at the right time and in a cost effective way. The delivery and support of IT services are divided into core processes within the IT infrastructure library (ITIL). This course covers two service delivery processes: service level management and capacity management. This course is intended to help learners prepare for the IT Service Management Foundation Certificate exam.

Target Audience
IT managers and support personnel who seek to improve and streamline the processes used to support the deployment of information technology within a business organization and individuals preparing for the IT Service Management Foundation Certificate exam

Expected Duration (hours)
2.5

Lesson Objectives

Service Level Management

  • recognize the value of service level management to IT professionals.
  • sequence the stages in the service level management process.
  • match the features of a service level agreement with their descriptions.
  • match different structures of service level agreements with corresponding examples.
  • recognize the activities involved with the negotiation and finalizing stages of the service level management process.
  • recognize the activities involved with the monitoring and reporting stages of the service level management process.
  • recognize the activities involved with the reviewing stage of the service level management process.
  • identify the responsibilities of the service level manager.
  • identify the metrics used for measuring service level management.
  • match each of the IT service management processes to the description of how that process relates to service level management.
  • label examples as either common costs or common problems associated with service level management.

    • Capacity Management

  • recognize the value capacity management provides to IT professionals.
  • match the items and subprocesses used within the capacity management process with their examples.
  • match each subprocess to the example activity performed during that subprocess.
  • match capacity management roles with their responsibilities.
  • identify examples of factors that contribute to the success of a capacity management process.
  • match each IT service management process to the description of how that process relates to capacity management.
  • label examples as either common costs or common problems associated with capacity management.

    • Course Number:
    CUST0183