CTG Academy

Service Level Management (SLM)

Service Level Management is hot! In todays service driven world, the quality of your provided services must be excellent. The customer demands the best. The best translates into the combination of subjective and objective experiences, in an ever changing marketspace. As service provider, you must be ‘in control’. You have to work out what ‘the best’ actually means for each customer and create that custom SLA which provides the basis for formal interaction and relationship building in your service journey. Are you in control? This course provides IT and Service Management practitioners a pragmatic insight in how Service Level Management is more than the presentation of results of agreed activities between provider and customer. We will build up Service Level Management from different angles:

  • The purpose of SLM
    • How does SLM link to service
  • How does SLM link to ITIL
    • The concepts, terms and principles
    • What other processes support SLM
    • What is the relationship with BRM
  • The role & skills behind a SLM
  • SLM and the tools
    • The “how to” behind SLM : the SLA, the OLA, the UC
    • Impact of Application Performance Management as service guardian
  • SLM in the service lifecycle
    • SLM is not only an operational role


Currently no (other) upcoming dates are planned for this course


Course Objectives

Upon completion of this course you will understand:

  • The role of a Service Level Manager in an organisation,
  • Underpinning dynamics needed to create a solid Service Level Agreement,
  • How SLM is an integrated part of the full service lifecycle,
  • How SLM and BRM can interact for creating added value,
  • Where the SLM can add value in the design of a service,
  • The difference between UC, OLA, SLA and how this integrates,
  • How new technology developments provide SLM with increased service monitoring capabilities
  • How SLM can work for your organisation.

Typical Audience

People who have experience in operational service support and want to grow their competence. This includes Servicedesk managers, teamleads, service owners, ITIL practitioners and managers.

Course Prerequisites

No specific prerequisites are needed, but having ITIL knwoledge is beneficial.

Course Delivery

Throughout the 1 day course, an accredited trainer and senior ITSM consultant lectures, shares experiences and gives exercises based on real world cases.

Courses can be given in English or in Dutch. Course material is in English.

Course Venue

The course duration is 1 day.

This course can be given at your premises or at CTG.

Course Administration


€ 750/1 day.
All prices are VAT excluded; course material included.
If course is given at CTG, lunch and beverages included.


By Participant : If a subscribed course participant is replaced by another participant or if the public course is postponed to a later date no cancellation costs apply. A participant or a group that fails to attend, or that cancels a course without at least 15 working days written notice prior to the course start, is liable for the full subscription cost.

By CTG: CTG reserves the right to cancel a course at any time.

Course Logistics

All classroom courses begin promptly at 9 am and are scheduled until 5 pm when courses are organised at the CTG premises in Diegem (Belgium).

All courses can be given at the client site and are available for groups as well. Please contact us if you require further information.

* Prices subject to VAT

Meet our trainers

CTG's trainers are experts in their domain and bring the course content based on their experience. Meet some of our trainers below.

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CTG Belgium NV

Culliganlaan 1D
phone: +32 2 720 51 70
fax: +32 2 725 09 20


Buffalo,New York
300 Corporate Parkway
Suite 214N
Amherst, NY 14226
phone: +1 716 882 8000
fax: +1 716 887 7464

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