• Logo A2 competentie
  • Logo A3 competentie
  • A.4 competentie
  • A.5 competentie
  • A.6 competentie
  • A.7 competentie
  • A.9 competentie

A.2. Service Level Management

geplaatst in: Bedrijven, e-CF competenties, e-CF functies | 0


Defines, validates and makes applicable service level agreements (SLAs) and underpinning contracts for services offered.

Negotiates service performance levels taking into account the needs and capacity of stakeholders and business.



Level 4 

Ensures the content of the SLA


Level 5 

Negotiates revision of SLAs, in accordance with the overall objectives.

Ensures the achievement of planned results.



SLA documentation

How to compare and interpret management data

The elements forming the metrics of service level agreements

How service delivery infrastructures work

Impact of service level non-compliance on business performance K6 ICT security standards

ICT quality standards



Analyse service provision records

Evaluate service provision against SLA

Negotiate realistic service level targets

Use relevant quality management techniques

Anticipate and mitigate against potential service disruptions


Functies met A.2. Service Level Management competentie

Service Manager