SLAs, ITIL Service Design & Customer Onboarding
This course covers service level management and customer onboarding for colocation and hyperscale data-center environments, built on the ITIL 4 service value system and the ITIL 4 Practitioner: Service Level Management practice guide. Students draft service level agreements with measurable targets, define service catalog entries, and run a customer onboarding sequence from contract signature through first-rack energization. Topics include service level indicators and targets, error budgets, service review cadences, incident and problem management interfaces with SLA commitments, and customer reporting. Students build an SLA document for a representative colocation customer, configure a ticketing-system service catalog entry, and conduct a mock onboarding kickoff meeting.
What you'll be able to do
- Draft a service level agreement with measurable service level indicators and targets for a colocation customer.
- Configure a service catalog entry in the ITSM platform reflecting agreed service tiers and pricing options.
- Calculate an error budget from an availability SLA target and reconcile it against a simulated incident history.
- Facilitate a customer onboarding kickoff meeting covering scope, milestones, and escalation contacts.
- Sequence a data-center customer onboarding plan from contract signature through first-rack energization.
- Interpret an SLA breach report and determine the applicable service credit per contract terms.
- Design a service review cadence and reporting package aligned to customer SLA tiers.
- Log and route a customer-reported incident to the correct internal team per the incident-to-SLA mapping.
- Evaluate a draft SLA for gaps against ITIL 4 service level management practice success factors.
- Document a customer handoff package transferring an onboarded account from implementation to steady-state operations.
Train the team that runs the factory.
The Institute travels with every SAVRN campus.