Overview
This two-day practical course helps participants apply the Service Level Management (SLM) and Supplier Management practices in their real operational environment. Rather than focusing on theory, it delivers actionable tools, templates, techniques, and guided exercises to support implementation, improvement, and assessment of SLM and supplier practices within organisations.
Prerequisites
An ITIL® 4 Foundation certificate is preferred, though a basic understanding of ITIL is sufficient.
Target audience
This is tailored for professionals working in or around SLM and supplier management functions who prefer hands-on experience rather than pure theoretical study. Participants may come from service delivery, supplier oversight, vendor management, or related roles.
Delegates will learn how to
By the end of this course, learners will be able to:
- Review and refresh core ITIL concepts relevant to SLM and supplier management
- Apply processes, success factors, and metrics relevant to Service Level Management
- Understand the role of supplier management and how to manage supplier relationships
- Use hands-on tools and templates to plan, monitor, and improve SLM and supplier practices
- Identify improvement opportunities and plan next steps for embedding SLM and supplier management best practice
- Engage with peers to compare challenges and share best practices
Outline
Introduction and ITIL refresher
- Brief review of key ITIL components relevant to SLM and supplier practices
Service Level Management practice
- Processes, metrics, success factors, and critical roles
- Drafting, negotiating, and managing service level agreements
- Monitoring performance and measuring against SLAs
- Escalation and corrective activities
Supplier Management practice
- Supplier categorisation and segmentation
- Contract and performance management
- Supplier relationship principles and governance
- Collaboration models, risk, and alignment
Integration and alignment
- How SLM and supplier management interface with other ITIL practices
- Using SLM and supplier data for continual improvement
Toolkit delivery and templates
- A set of reusable templates for SLM and supplier management
- Guidance and hands-on use of these templates in class scenarios
Exams and assessments
This course does not include formal assessments.
Hands-on learning
Learners will engage in:
- Interactive exercises to design or refine SLAs and supplier agreements
- Application of tools and templates within realistic scenarios
- Peer review and group discussion around supplier strategies and SLM metrics
- Reflection on how to incorporate these techniques back into their organisations
- Collaborative planning for continuous improvement and adoption of SLM and supplier practices
Frequently asked questions
How can I create an account on myQA.com?
There are a number of ways to create an account. If you are a self-funder, simply select the "Create account" option on the login page.
If you have been booked onto a course by your company, you will receive a confirmation email. From this email, select "Sign into myQA" and you will be taken to the "Create account" page. Complete all of the details and select "Create account".
If you have the booking number you can also go here and select the "I have a booking number" option. Enter the booking reference and your surname. If the details match, you will be taken to the "Create account" page from where you can enter your details and confirm your account.
Find more answers to frequently asked questions in our FAQs: Bookings & Cancellations page.
How do QA’s virtual classroom courses work?
Our virtual classroom courses allow you to access award-winning classroom training, without leaving your home or office. Our learning professionals are specially trained on how to interact with remote attendees and our remote labs ensure all participants can take part in hands-on exercises wherever they are.
We use the WebEx video conferencing platform by Cisco. Before you book, check that you meet the WebEx system requirements and run a test meeting to ensure the software is compatible with your firewall settings. If it doesn’t work, try adjusting your settings or contact your IT department about permitting the website.
How do QA’s online courses work?
QA online courses, also commonly known as distance learning courses or elearning courses, take the form of interactive software designed for individual learning, but you will also have access to full support from our subject-matter experts for the duration of your course.
Once you have purchased the Online course and have completed your registration, you will receive the necessary details to enable you to immediately access it through our e-learning platform and you can start to learn straight away, from any compatible device. Access to the online learning platform is valid for one year from the booking date.
All courses are built around case studies and presented in an engaging format, which includes storytelling elements, video, audio and humour. Every case study is supported by sample documents and a collection of Knowledge Nuggets that provide more in-depth detail on the wider processes.
When will I receive my joining instructions?
Joining instructions for QA courses are sent two weeks prior to the course start date, or immediately if the booking is confirmed within this timeframe. For course bookings made via QA but delivered by a third-party supplier, joining instructions are sent to attendees prior to the training course, but timescales vary depending on each supplier’s terms. Read more FAQs.
When will I receive my certificate?
Certificates of Achievement are issued at the end the course, either as a hard copy or via email. Read more here.