Itsm SLM Syllabus

BCS Specialist Certificate in Service Level Management Syllabus
Version 1.7 October 2013
BCS Specialist Certificate in Service Level Management Syllabus

Contents
Change History................................................................................................................ 2 Rationale ......................................................................................................................... 3 Aims and Objectives........................................................................................................ 3 Target Group ................................................................................................................... 3 Specific Learning Objectives ........................................................................................... 4 Syllabus Summary........................................................................................................... 5 Question Weighting ....................................................................................................... 10 Additional Information .................................................................................................... 10 Levels of Skill and Responsibility................................................................................... 11 Level 1: Follow....................................................................................................... 11 Level 2: Assist ....................................................................................................... 11 Level 3: Apply ........................................................................................................ 11 Level 4: Enable...................................................................................................... 11 Level 5: Ensure and Advise ................................................................................... 12 Level 6: Initiate and Influence ................................................................................ 12 Level 7: Set Strategy, Inspire and Mobilise ........................................................... 12 Levels of Knowledge ..................................................................................................... 13 Level 1: Remember (K1) ....................................................................................... 13 Level 2: Understand (K2)....................................................................................... 13 Level 3: Apply (K3) ................................................................................................ 13 Level 4: Analyse (K4) ............................................................................................ 13 Level 5: Synthesise (K5)........................................................................................ 13 Level 6: Evaluate (K6) ........................................................................................... 14 Format of the Examination............................................................................................. 14 Trainer Qualification Criteria .......................................................................................... 14 Class Room Size ........................................................................................................... 14 Reading List................................................................................................................... 15
Copyright BCS 2013 BCS Service Level Management Syllabus Version 1.7 October 2013 Effective May 2010
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Change History
Version Number
V1.7 October 2013 V1.6 April 2012
Changes Made
Updated trainer requirements to show minimum pass rate. Removed reference to ITIL The Business Perspective particularly the Business Relationship Management sections as this was a V2 reference. References to ITIL, ISO/IEC 20000, COBIT and SFIA inserted at Rational and Reading List. Minor update to reading list entry. Made minor grammatical improvements and expanded the reading list. Replaced ISEB logo with BCS logo. Made it clearer that accredited training is strongly recommended but is not a pre-requisite Corrected trainer eligibility criteria Changed exam time to 90 minutes. Added in trainer criteria and classroom sizes. Syllabus formatted and updated following ATO feedback
V1.5 February 2012 V1.4 December 2011 V1.3 August 2011 V1.2 Sept 2010 V1.1 August 2010 V1.0 May 2010
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Rationale
This qualification reflects the general industry best practices currently in use in IT Service Management (ITSM) and particularly Service Level Management (SLM). The subject matter within this qualification is based on industry best practice, frameworks and guidelines. This qualification forms part of the IT service management (ITSM) specialist series.
Please note that throughout this document: all references to ITIL refer to the 2011 edition of the five core books all references to ISO/IEC 20000 refer to the 2011 edition of Part 1 all references to COBIT refer to the COBIT version 4.1 all references to SFIA refer to the SFIA version 4.0
Aims and Objectives

This course provides candidates with an understanding of the principles of, and practical experience, of using industry best practice involved in the compilation of a service catalogue, identification of service level requirements, construction of service level agreements following negotiation with the customers, reviewing of service performance and implementing and managing service improvement plans or programmes leading to a Specialist qualification in service level management.
Target Group
This course is aimed at those working or preparing to work in a service level management role and/or within a service level management process whether at a technical, operational, supervisory or managerial level. This course may also be of interest to project managers, business managers, business process owners and business staff involved in agreeing service level requirements. The purpose of the Specialist qualification in Service Level Management is to certify that the candidate has gained the knowledge of relevant industry best practices and is capable of applying them in a working environment. This course is aimed at: Individuals who require a working knowledge of the industry best practice used in Service Level Management and how it may be used to enhance the quality of ITSM within an organisation. IT professionals who are working within an organisation which has adopted and adapted some of these practices and are required to deliver or improve service level management within an ongoing Service Improvement Programme (SIP).
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Specific Learning Objectives

Holders of the BCS Specialist Certificate in Service Level Management will be able to demonstrate their competence in, and their ability to: Explain the goals and objectives of service level management Understand and explain processes and roles of service level management Use different approaches to, and application of, standards, industry best practice frameworks and guidelines, relevant to service level management Develop and improve the customer and business focus of service level management Compile and maintain a service catalogue Plan and construct a suitable structure and format for service level agreements (SLAs) Identify service level requirements (SLRs) via discussion and agreement with the customer Negotiate and agree SLAs with the customer. Understand and identify operating level agreements (OLAs) Negotiate and agree OLAs with the IT Providers Implement and manage service improvement programmes (SIPs) Be aware of the support tools and techniques available for the implementation and support of service level management Monitor, review and report on service performance against SLA and OLA targets Understand the interdependencies between service level management and other IT areas and processes Assist with the planning and implementation of service level management
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Syllabus Summary
Syllabus Code SCSLM01 Content Introduction Introduction to course. Overview of course structure, objectives, exam format and agenda. History of ITSM, introduction to ITSM in general, including standards, good practice and frameworks such as ISO/IEC 20000, ITIL and COBIT and the differences in approach. The goals and objectives of the service level management process and an outline of the related functions, roles and processes. SCSLM02 Service Level Management process, based on industry best practices Note: This session should incorporate at least one practical session to help delegates understand the service level management process and its operation. Service Level Management concepts and principles: The responsibilities and objectives in support of generic service level management Understanding customer / service level management relationship Understanding the different types of service level agreements The resourcing considerations, staffing levels, rotas, shifts, skills and knowledge levels Review of service achievements to ensure that the required service quality is maintained and improved The how - ITIL and its application to Service Level Management: The structure intent and use of ITIL The key service management guidelines within ITIL Interfaces with and dependencies on other areas of ITIL and ISO/IEC 20000 especially , service desk and incident, problem, release, availability, capacity, access and security, portfolio management and financial management A generic Service Level Management process, including: Creation and maintenance of the service catalogue Identification and definition of the appropriate SLA format Negotiation, agreement and documentation of service levels to match customer business needs How to identify the service and supplier chains Identification of operating level agreements (OLAs) and Underpinning contracts (UCs) to support the SLAs Monitor and report on service levels achieved against agreed targets Create and manage a service improvement programme
Copyright BCS 2013 BCS Service Level Management Syllabus Version 1.7 October 2013 Effective May 2010 Page 5 of 15
Syllabus Weighting % 5%
40%
Ensure the overall process is effective and responsive to changing requirements Definition of reporting requirements and management reporting The what the requirements of the ISO/IEC 20000 standard: The structure, intent and use of ISO/IEC 20000 The key service level management requirements of Part 1 of the standard Supporting material from Parts 2 and 3 of the standard The overall service management system Interfaces with and dependencies on other areas of the standard On completion of the course the candidate should be able to: Understand the planning activities involved in the implementation of service level management (SLM) Understand the costs, benefits and problems associated with SLM Create and maintain a service catalogue Identify and document the specific services provided by an organisation Establish the characteristics and service requirements for each service Identify how each service is used and the main users of the service Identify the OLAs required to deliver the service Define the type and format of the SLAs required Identify the elements to be included an SLA Understand the impact of OLAs and UCs on the overall SLA Identify the service level requirements for each service Understand the negotiation process. How to recognise and deploy factual, logical, analytical, procedural and emotional styles for mutual advantage Negotiate with the customer to achieve agreement on matching the business requirements to the services available Produce SLAs which meet the customer requirements Monitor, review and report on performance against targets Compile and circulate performance reports and SLAM or RAG charts Report on service level breaches Conduct service reviews with the customer Establish and manage a service improvement programme (SIP) Identify where improvements can be made with regard to the services being provided Produce a service quality plan documenting and planning overall improvements of service quality Recognise where improvements can be made to existing SLAs
Understand the process for introducing new services and SLAs Understand and report the key performance indicators (KPIs) of SLM Identify areas of weakness and instigate resolution and improvements Understand and identify the interfaces that SLM has with the other service management processes Define and document the dependencies of the other service management processes on SLM processes and information Explain the ISO/IEC 20000 requirements of service level management Support the service level management aspects of an ISO/IEC 20000 certification SCSLM03 Tools, methods and techniques Awareness, knowledge and use of service level management support tools and techniques Typical toolsets used in monitoring and reporting of services plus some element of integrated service management tools Generic requirements for production of a service catalogue Planning of SLA structure and benefits of standardisation of documentation and templates Integration with other areas, processes and functions The benefits of automation On completion of the course the candidate should be able to assist with the: Definition of assessment criteria for choosing appropriate support tools Selection of appropriate support tools and techniques Selection or creation of standard templates to use for SLA structures Justification, procurement and implementation of such tools SCSLM04 Service Level Management roles and responsibilities SFIA and ITIL The skills and knowledge required by service level management personnel. Skills Framework for the Information Age (SFIA) and its use with defining Service Level Management roles: Overview of the structure and content of the SFIA framework Service level management roles, levels of responsibility and work activities ITIL and its use in defining Service Level Management roles: Service level management roles and responsibilities 5% 5%
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On completion of the course the candidate should be able to: Apply the SFIA framework to the definition of service level management roles and responsibilities Apply the ITIL guidelines to the definition of service level management roles and responsibilities SCSLM05 Control, measurement and reporting activities COBIT and its application to Service Level Management: The structure intent and use of COBIT The key service level management requirements of COBIT Interfaces with and dependencies on other areas of COBIT The preparation of Service Level Management reports for dissemination: The purpose of service reports, management reports and reporting. What to report on - and what not to? SLAM and RAG charts Operational and periodic reports Key performance indicators (KPIs) and critical success factors (CSFs) How statistics can be used, and abused Common categories of classification and analysis On completion of the course the candidate should be able to: describe the service level management reports required and their use use and apply COBIT principles and techniques to service level management describe and explain the service level management control objectives of COBIT and how they could be achieved produce operational and periodic service reports produce SLAM or RAG charts define, measure and report on the metrics and KPIs of service level management analyse reports and take appropriate action SCSLM06 Analysis of service reports, availability reports and operational reports Note: This session should incorporate a practical session to help delegates understand the importance of accurate and relevant reports, statistics and their analysis. The analysis of operational , service and availability reports identifying trends: Identification of areas of weakness and proposing resolutions to improve the quality of service provided Analysis of service achievement reports to check if they meet the customer expectations
5%
10%
On completion of the course the candidate should be able to: analyse details of operational and availability reports identify trends make use of statistical techniques e.g. extrapolation, trendlines, distribution curves identify weaknesses and initiate corrective actions and changes identify areas where improvements can be made and initiate improvement activities possibly via a SIP SCSLM07 Interfaces and dependencies The appreciation and understanding of the interfaces and dependencies Service Level Management has with other areas, functions and processes, including. Service desk and incident management Release management Financial management Problem management Change management Service asset and configuration management Request fulfilment Capacity, availability and continuity principles IT security management Projects and major changes Supplier management Portfolio management Demand management Technical, operations and applications management teams On completion of the course the candidate should be able to: Identify and understand the interfaces that service level management has with other areas, functions and processes Define and document the dependencies between other areas, functions and processes and Service Level Management Assist with the development, implementation and automation of procedures facilitating interfaces and dependencies SCSLM08 Planning, improvement and implementation The planning, implementation and continual improvement (Plan/Do/Check/Act ) of service level management On completion of the course the candidate should be able to: explain the activities involved in the planning of service level management understand the potential costs, benefits and problems associated with the implementation of service level management 10% 10%
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know the objectives and scope of service level management review the operation of the service level management process identifying areas of weakness instigate resolutions and proactive improvements in service level management within an overall SIP SCSLM09 Mock Examination The purpose of this unit is to help the candidate to pass the examination. Specifically, candidates will sit one full mock examination which will subsequently be reviewed. 10%
Question Weighting
Syllabus Code SCSLM01 SCSLM02 SCSLM03 SCSLM04 SCSLM05 SCSLM06 SCSLM07 SCSLM08 SCSLM09 Total Target number of Questions 0 10 2 2 2 3 3 3 0 25
Additional Information
This course will provide candidates with the levels of knowledge highlighted within the following table, enabling them to develop the skills to operate at the levels of responsibility indicated. The levels of knowledge, skill and responsibility are explained in the following text: Level 7 6 5 4 3 2 1 Levels of knowledge Evaluate Synthesise Analyse Apply Understand Remember Levels of skill and responsibility Set strategy, inspire and mobilise Initiate and influence Ensure and advise Enable Apply Assist Follow
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Levels of Skill and Responsibility

The levels of knowledge above will enable candidates to develop the following levels of skill to be able to operate at the following levels of responsibility (as defined within the SFIA framework) within their workplace: Level 1: Follow Work under close supervision to perform routine activities in a structured environment. They will require assistance in resolving unexpected problems, but will be able to demonstrate an organised approach to work and learn new skills and applies newly acquired knowledge. Level 2: Assist Works under routine supervision and uses minor discretion in resolving problems or enquiries. Works without frequent reference to others and may have influence within their own domain. They are able to perform a range of varied work activities in a variety of structured environments and can identify and negotiate their own development opportunities. They can also monitor their own work within short time horizons and absorb technical information when it is presented systematically and apply it effectively. Level 3: Apply Works under general supervision and uses discretion in identifying and resolving complex problems and assignments. They usually require specific instructions with their work being reviewed at frequent milestones, but can determines when issues should be escalated to a higher level. Interacts with and influences department/project team members. In a predictable and structured environment they may supervise others. They can perform a broad range of work, sometimes complex and non-routine, in a variety of environments. They understand and use appropriate methods, tools and applications and can demonstrate an analytical and systematic approach to problem solving. They can take the initiative in identifying and negotiating appropriate development opportunities and demonstrate effective communication skills, sometimes planning, scheduling and monitoring their own work. They can absorb and apply technical information, works to required standards and understand and uses appropriate methods, tools and applications. Level 4: Enable Works under general direction within clear framework of accountability and can exercise substantial personal responsibility and autonomy. They can plan their own work to meet given objectives and processes and can influence their team and specialist peers internally. They can have some responsibility for the work of others and for the allocation of resources. They can make decisions which influence the success of projects and team objectives and perform a broad range of complex technical or professional work activities, in a variety of contexts. They are capable of selecting appropriately from applicable standards, methods, tools and applications and demonstrate an analytical and systematic approach to problem solving, communicating fluently orally and in writing, and can present complex technical information to both technical and non-technical audiences. They plan, schedule and monitor their work to meet time and quality targets and in accordance with relevant legislation and procedures, rapidly absorbing new technical information and applying it effectively. They have a good appreciation of the wider field of information systems, their use in relevant employment areas and how they relate to the business activities of the employer or client.
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Level 5: Ensure and Advise Works under broad direction, being fully accountable for their own technical work and/or project/supervisory responsibilities, receiving assignments in the form of objectives. Their work is often self-initiated and they can establish their own milestones, team objectives, and delegates responsibilities. They have significant responsibility for the work of others and for the allocation of resources, making decisions which impact on the success of assigned projects i.e. results, deadlines and budget. They can also develop business relationships with customers, perform a challenging range and variety of complex technical or professional work activities and undertake work which requires the application of fundamental principles in a wide and often unpredictable range of contexts. They can advise on the available standards, methods, tools and applications relevant to own specialism and can make correct choices from alternatives. They can also analyse, diagnose, design, plan, execute and evaluate work to time, cost and quality targets, communicating effectively, formally and informally, with colleagues, subordinates and customers. They can demonstrate leadership, mentor more junior colleagues and take the initiative in keeping their skills up to date. Takes customer requirements into account and demonstrates creativity and innovation in applying solutions for the benefit of the customer. Level 6: Initiate and Influence Have a defined authority and responsibility for a significant area of work, including technical, financial and quality aspects. They can establish organisational objectives and delegates responsibilities, being accountable for actions and decisions taken by them self and their subordinates. They can influence policy formation within their own specialism to business objectives, influencing a significant part of their own organisation and customers/suppliers and the industry at senior management level. They make decisions which impact the work of employing organisations, achievement of organisational objectives and financial performance, developing high-level relationships with customers, suppliers and industry leaders. They can perform highly complex work activities covering technical, financial and quality aspects. They contribute to the formulation of IT strategy, creatively applying a wide range of technical and/or management principles. They absorb complex technical information and communicate effectively at all levels to both technical and non-technical audiences, assesses and evaluates risk and understand the implications of new technologies. They demonstrate clear leadership and the ability to influence and persuade others, with a broad understanding of all aspects of IT and deep understanding of their own specialism(s). They take the initiative in keeping both their own and subordinates' skills up to date and to maintain an awareness of developments in the IT industry. Level 7: Set Strategy, Inspire and Mobilise Have the authority and responsibility for all aspects of a significant area of work, including policy formation and application. They are fully accountable for actions taken and decisions made, by both them self and their subordinates. They make decisions critical to organisational success and influence developments within the IT industry at the highest levels, advancing the knowledge and/or exploitation of IT within one or more organisations. They develop long-term strategic relationships with customers and industry leaders, leading on the formulation and application of strategy. They apply the highest level of management and leadership skills, having a deep understanding of the IT industry and the implications of emerging technologies for the wider business environment. They have a full range of strategic management and leadership skills and can understand, explain and present complex technical ideas to both technical and non-technical audiences at all levels up to the highest in a persuasive and convincing manner. They have a broad and deep IT knowledge coupled with equivalent knowledge of the activities of those businesses and other organisations that use and exploit IT. Communicates the potential impact of emerging technologies on organisations and individuals and analyses the risks of using or not using such technologies. They also assess the impact of legislation, and actively promote compliance.
Levels of Knowledge
The following levels of knowledge shall be defined and applied for syllabus creation. Each topic in the syllabus shall be examined according to the learning objectives defined in the section devoted to that topic. Each learning objective has a level of knowledge (K level) associated with it and this K level by association defines the nature of any examination questions related to that topic. Note that each K level subsumes lower levels. For example, a K4 level topic is one for which a candidate must be able to analyse a situation and extract relevant information. A question on a K4 topic could be at any level up to and including K4. As an example, a scenario requiring a candidate to analyse a scenario and select the best risk identification method would be at K4, but questions could also be asked about this topic at K3 and a question at K3 for this topic might require a candidate to apply one of the risk identification methods to a situation. Level 1: Remember (K1) The candidate should be able to recognise, remember and recall a term or concept but not necessarily be able to use or explain. Typical questions would use: define, duplicate, list, memorise, recall, repeat, reproduce, state. Level 2: Understand (K2) The candidate should be able to explain a topic or classify information or make comparisons. The candidate should be able to explain ideas or concepts. Typical questions would use: classify, describe, discuss, explain, identify, locate, recognise, report, select, translate, paraphrase. Level 3: Apply (K3) The candidate should be able apply a topic in a practical setting. The candidate should be able to use the information in a new way. Typical questions would use: choose, demonstrate, employ, illustrate, interpret, operate, schedule, sketch, solve, use, write. Level 4: Analyse (K4) The candidate should be able to distinguish/separate information related to a concept or technique into its constituent parts for better understanding, and can distinguish between facts and inferences. Typical questions would use: appraise, compare, contrast, criticise, differentiate, discriminate, distinguish, examiner, question, test. Level 5: Synthesise (K5) The candidate should be able to justify a decision and can identify and build patterns in facts and information related to a concept or technique, they can create new meaning or structure from parts of a concept. Typical questions would use: appraise, argue, defend, judge, select, support, value, evaluate.
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Level 6: Evaluate (K6) The candidate should be able to provide a new point of view and can judge the value of information and decide on its applicability in a given situation. Typical questions would use: assemble, contract, create, design, develop, formulate, write.
Format of the Examination

This syllabus has an accompanying examination at which the candidate must achieve a pass score to gain the relevant qualification. Type: Duration: Multiple choice, 25 questions, scenariobased. 90 minutes. Candidates sitting the examination in a language other than their native language have an additional 30 minutes and are allowed the use of a paper dictionary. The dictionary will need to be checked by the invigilator prior to the examination. Accredited training is strongly recommended but is not a pre-requisite. Candidates must hold the ITIL Foundation Certificate. It is recommended that candidates have a minimum of two years experience in IT Service Management.
Pre-requisite for course and/or exam:
Invigilated/Proctored: Closed Book: (No reading materials allowed into the examination room) Learning Hours: Pass Mark: Distinction Score: Delivery:
Yes. Yes. 18 hours. 16/25 (64%). None. Paper based examination via a BCS Accredited Training Provider.
Trainer Qualification Criteria

Criteria: Trainers must hold the BCS Specialist Certificate in Service Level Management with a minimum pass rate of 19/25 (76%). In addition each applicant must have a minimum of 2 years training experience or 1 year with a recognised training qualification.
Class Room Size

Trainer to candidate ratio: 1:16.
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Reading List Please note that throughout this document (including this reading list):

all references to ITIL refer to the 2011 edition of the five core books all references to ISO/IEC 20000 refer to the 2011 edition of Part 1 all references to COBIT refer to the COBIT version 4.1 all references to SFIA refer to the SFIA version 4.0
ITIL Service Strategy particularly the Business Relationship Management sections COBIT Business Relationship Management sections PO4 and DS 1 ISO/IEC 20000 Section 7 Relationship processes SFIA BRM areas
Title: Service Strategy Author: Multiple authors Publisher: TSO Publication Date: 2011 ISBN: 9780113313044 URL: www.tsoshop.co.uk Title: The Business Perspective Author: Multiple authors Publisher: TSO Publication Date: 2004 URL: www.tsoshop.co.uk Title: COBIT 4.1 - Framework Control Objectives (Management Guidelines Maturity Models) Author: Multiple authors Publisher: IT Governance Institute Publication Date: 2007 URL: www.itgi.org Title: ISO/IEC 20000-1:2011 Information technology Service management Part 1: Service management system requirements Publisher: ISO Publication Date: 2011 URL: www.iso.org Title: Skills Framework for the Information Age (SFIA) URL: http://www.sfia.org.uk/
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BCS Specialist Certificate in Service Level Management Syllabus

Version 1.7 October 2013

BCS Specialist Certificate in Service Level Management Syllabus

Aims and Objectives

Specific Learning Objectives

Levels of Skill and Responsibility

Format of the Examination

Pre-requisite for course and/or exam:

Trainer Qualification Criteria

Class Room Size

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