IT Support Customer Service According To Service Level Agreements Training

Learning Outcomes

• Interpret key terms and conditions of a Service Level Agreement to guide customer interactions.
• Apply communication techniques to manage customer expectations effectively within SLA constraints.
• Demonstrate the ability to log, track, and escalate support requests according to SLA procedures.
• Evaluate service delivery against SLA metrics and identify areas for improvement.
• Implement corrective actions to address service failures and prevent recurrence.
• Analyze customer feedback to enhance service quality and SLA compliance.

Target Audience

IT support technicians, helpdesk agents, and service desk managers who interact with customers and need to operate within SLA frameworks.

Prerequisites

None — open enrollment.

Course Outline

Practicals

Overview

Hands-on practicals reinforce SLA monitoring, customer communication, and incident management skills through simulated scenarios and tool usage, ensuring learners can apply theory to real IT support situations.

Practical Activities

• SLA Monitoring and Reporting Simulation — Learners use a simulated ticketing system to monitor SLA metrics (response time, resolution time) and generate a compliance report. (4h)
• Customer Communication Role-Play — Learners practice handling customer calls and tickets using active listening and empathy, with feedback from peers and facilitator. (4h)
• Incident Prioritisation and Resolution Exercise — Given multiple incident scenarios, learners prioritise based on SLA impact and resolve them using a problem-solving framework. (4h)
• Integrated SLA Compliance Scenario — Learners manage a full IT support shift simulation, handling tickets, communicating with customers, and ensuring SLA compliance. (4h)

Summatives

Each delegate is assessed continuously throughout the course via daily exercises, scored practical assignments, and a final summative test at the end.

Practical Assignments — 30%

Practical assignments are observed and scored against a rubric during the practical sessions. Each delegate's practical mark is averaged into a single 100% score and contributes 30% to the final total.

Daily Exercises — 20%

Every training day ends with a multiple-choice exercise scored out of 100%. The scores from each daily exercise are averaged across the duration of the course to produce a Daily Average mark, which contributes 20% to the final total.

Final Test — 50%

On the last day a final summative test is written. It is a multiple-choice paper with multiple-answer questions: each question may have more than one correct option, and a single wrong selection on a question marks the entire question wrong — no partial credit. The final test is scored out of 100% and contributes 50% to the overall mark.

Final Total

Component	Out of	Weight
Practical Assignments (rubric-scored)	100%	30%
Daily Average (multiple choice)	100%	20%
Final Test (multi-answer multiple choice)	100%	50%
Final Total	—	100%

All marks are recorded on the AATICD LMS and visible to each learner under their account.

Certificate

How it works

• Certificates are auto-generated on the AATICD LMS as soon as the marks pass the 50% threshold.
• Each certificate is a branded PDF with the delegate's name, the course title, the unit standard ID, NQF level, credits, and the date of issue.
• You can download or print your certificate from your LMS dashboard at any time after issue — there's no reissue fee and no expiry date.
• If you scored under 50% you can sit the final test again at the next scheduled session at no extra cost.

Where to find it

Sign in to the LMS, open your dashboard, and your certificates appear under My Certificates. Each entry has a View / Download button and a print option.

Training Discounts

Group discounts apply automatically — the more delegates you enrol, the greater the saving. Discounts are calculated at 3% per 5 delegates, scaling up to 40% off for 100+ delegates.

Delegates	Discount
5	3% off
10	6% off
15	9% off
20	12% off
25	15% off
30	18% off
50	30% off
75	40% off
100	40% off

3% discount per 5 delegates, up to 40% off for 100+ delegates. Contact us for a custom group quote.