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

Additional Details

Skills

Earning Criteria

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.
The Guiding Principles of the Service Value System & Continuous Improvement Model
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.
Kyndryl ISM Change Management Program
Problem Management: Discover the relationship between value and stakeholders, and examine various roles, key concepts and tools. Learn about the formal RCA process.
Kyndryl ISM Problem Management Program
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.
The Badge application will be forwarded to the manager for validation of the 12 months of experience and effectiveness of the service level program.
The Global Service Level Management process owner will approve or decline the application.
Enroll into Workday Learning Certificate Program.