ITIL 4 Practitioner: Service Level Management - Certification Certification Logo

ITIL 4 Practitioner: Service Level Management - Certification Certification

The ITIL 4 Practitioner: Service Level Management certification validates your ability to define, negotiate, monitor, and manage service levels that align IT service performance with business expectations. It focuses on setting clear, business-based targets for service utility, warranty, and experience. This credential is ideal for IT professionals responsible for ensuring service quality and customer satisfaction.

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What is ITIL 4 Practitioner: Service Level Management - Certification Certification about?

This certification centres on the Service Level Management practice within ITIL 4, providing best practice guidance on setting and managing service levels that support organisational goals. You’ll learn how to establish measurable service targets (e.g., utility and warranty), oversee their achievement, and monitor performance to ensure that IT services deliver agreed value.


Key Features:

  • Deep dive into Service Level Management concepts and best practices. 
  • Emphasis on defining and negotiating business-based service level targets. 
  • Covers success factors and key performance metrics for evaluating service delivery. 
  • Explores roles, competencies, and organisational enablers for effective practice execution. 
  • Official PeopleCert mock exam available for preparation. 
  • Recognised ITIL 4 Practitioner credential under the ITIL 4 practices portfolio.

What are the objectives of ITIL 4 Practitioner: Service Level Management - Certification Certification ?

  • Understand the purpose and core concepts of the Service Level Management practice. 
  • Learn how to define and negotiate service utility, warranty, and experience targets. 
  • Explore practice processes and how they integrate into value streams. 
  • Identify success factors and key metrics for measuring service performance. 
  • Understand roles, responsibilities, and competencies crucial for this practice. 
  • Apply ITIL principles to improve alignment between service delivery and business expectations.

Who is ITIL 4 Practitioner: Service Level Management - Certification Certification for?

This certification is ideal for:


  • IT service managers responsible for service performance and quality. 
  • Professionals involved in negotiating and managing service agreements (SLAs). 
  • IT operations and support staff ensuring service delivery meets targets. 
  • Business analysts and service delivery leads aligning IT with business needs. 
  • Practitioners deepening expertise in ITIL practices tied to service management.

What are the prerequisites for ITIL 4 Practitioner: Service Level Management - Certification Certification?

  • Mandatory: ITIL 4 Foundation certification (or ITIL 4 Managing Professional Transition) is required before attempting this exam. 
  • Completion of accredited training or official PeopleCert eLearning supporting this practice is typically recommended prior to exam registration.