ITIL 4 SLM case studies
ITIL 4 SLM · Put your knowledge to work in context.
ITIL 4 Specialist: Service Level Management is an ITIL 4 certification listed by PeopleCert, the organisation behind ITIL, among its IT governance and service management certifications. The listing positions it under the ITIL 4 stream, which PeopleCert describes as building practical capability to manage digital products and services with clarity and confidence. The credential is aimed at practitioners whose work centres on agreeing, monitoring and improving service levels: service level managers, service owners and service delivery leads, plus customer-side roles that negotiate and oversee service commitments. It also suits ITSM consultants and process managers who need a structured, framework-based approach to service level agreements and reporting rather than an ad hoc one. The ITIL 4 SLM case studies are 5 cases and about 5,666 words.
1The 99.95% promise and the 99.9% supplier
Nordwind Retail sells online in four countries. Its order platform depends on four components: an in-house checkout application, a payment gateway, a cloud IaaS tenancy, and the office ISP that carries staff traffic to the platform's admin console.
1,062 words, about 5 min2Green service desk, unhappy claims teams
Meridian Assurance's IT service desk supports 1,400 internal users across claims, underwriting and finance. The service desk SLA has been unchanged since 2018: P1 response within 15 minutes and resolution within 4 hours, P2 response within 4 hours, and service availability of 99.9% measured monthly with planned maintenance excluded.
1,112 words, about 6 min3SLM arrives after the service is built
The Department of Transport Services is six months into a product-team reorganisation. Four value streams have been defined: licence applications, vehicle registration, enforcement notices and data services.
1,150 words, about 6 min4Sixty deployments a week against a 2019 SLA
Halden Pay is a payments institution with 240 staff. Since adopting continuous delivery eighteen months ago, deployment frequency has risen from once a quarter to roughly sixty per week.
1,123 words, about 6 min5Forty-two slides, three attendees, no decisions
Arctos Logistics runs a monthly service review for its warehouse management and transport planning services. The pack has grown to 42 slides and 180 metrics, produced by two analysts over five days.
1,219 words, about 6 min