Service Level Management 6 Credits

Course Contents

The course presents how to work with a professional approach in the IT industry, for example, how to work with processes according to established models such as ITIL and how different matters are escalated through various levels within the company. The course also discusses how agreements with customers are formulated and how the customer and supplier are working with each other in terms of commitments, obligations and penalties in a possible breach of contract.
The course includes the following elements:
- Theoretical models for SLA (Service Level Agreements)
- Standards for service production
- Measurement methods, tools and reporting systems
- Case management
- Supplier Assessment and procurement tactics
- Development and marketing of services

Prerequisites

General entry requirements and completed course Industrial Management, Entrepreneurship and Marketing 6 credits

Level of Education: Undergraduate G1F
Course code/Ladok code: TSLK15
The course is conducted at: School of Engineering Last modified 2024-03-11 15:00:44