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Service Level Analyst Certification

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Service Level Analyst LogoDeveloped 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.


View/download our Service Level Analyst Certification Overview Leaflet.


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Benefits for Individuals

  • Course is role specific, industry relevant and supports career development.
  • Provides detailed, practical knowledge based on industry good practice.
  • The course will provide collateral that can be used immediately within the working environment.
  • Gain recognition and credits for specialist skills and knowledge.
  • Provides a follow on from the ITIL Foundation certificate and a bridge to Intermediate.
  • Course are mapped to ITIL and SFIA roles which are highly relevant to career paths in service management.
  • Internationally recognized certification.

Benefits for Organizations

  • Certification supports specific job roles within organizations.
  • Employees gain skills and capabilities that increase their value to the organization.
  • Knowledge can be applied to improve current processes and practices in the work place, helping to ensure that IT service quality and customer satisfaction is improved.
  • Good service level management provides a sound basis for delivering IT services so that the customer is informed and in control.
  • Aligned with ITIL and SFIA roles, providing a clear development path for employees.
  • Enables organizations to better retain, motivate and recruit the best people in service management.

Certification

Service Level Analyst is one of a suite of service management role-based certification - Change Analyst and Problem Analyst complete the suite.

Exam Format

  • Paper-based exam and is a mixture of simple and complex objective testing questions
  • 20 questions per paper
  • 13 marks or more required to pass (out of 20 available) - 65%
  • 60 minutes duration
  • Some questions require supporting information from a scenario to be answered. In addition to this candidates have to complete a workbook during the course which demonstrates the practical application of the theory.