Service Level Expert
Issued by
Kyndryl
The badge earner is able to advocate for the implementation of the global Service Level Management process onto a Managed Services account, or to deploy a robust process with a customer, or also to fine tune and enhance the SLM process on an existing account. They manage and maintain service levels that result in high customer satisfaction and low SLA misses.
- Level Intermediate
Skills
Earning Criteria
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Continual Improvement Cycle: ITIL provides guidance on establishing service values and a continuous improvement model. This module will help you understand both to ensure you are using best practices in your model.
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Change Management: Change management is an IT practice designed to minimize disruptions to IT services while making changes to critical systems and services. A change is adding, modifying, or removing anything that could have a direct or indirect effect on services.
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Problem Management: Discover the relationship between value and stakeholders, and examine various roles, key concepts and tools. Learn about the formal RCA process.
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Experience: Provide proof that the candidate has been managing a service level process for 12 months or more with high client satisfaction in the achievement of service levels and/or a track record for avoiding service level misses/mitigating impacts to client satisfaction through proper management of the service level program. Provide a screen shot or link to the service level process that the candidate is managing, including the account name.
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The Badge application will be forwarded to the manager for validation of the 12 months of experience and effectiveness of the service level program.
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The Global Service Level Management process owner will approve or decline the application.