ITIL Service Capability: Service Offerings & Agreements

Formato: Classroom, Online, Onsite | Duración: 5 días

Descripción general

Descripción general

El curso se basa en los principios cubiertos como parte del curso de ITIL Foundation.

El enfoque del curso es obtener experiencia práctica, planificación y ejecución de procesos dentro de las ofertas y acuerdos de servicios de ITIL; Las actividades del proceso a nivel operativo y los métodos de apoyo y ejecución de estos procesos en un entorno de aprendizaje práctico. Este curso incluye conferencias, ejercicios y preguntas de examen basadas en escenarios para aumentar su comprensión de las disciplinas básicas de las mejores prácticas de ITIL y posicionarle para completar exitosamente el examen asociado.

Las principales áreas de enfoque del proceso de este curso son: Gestión de relaciones comerciales, Gestión de carteras de servicios, Gestión financiera de servicios de TI, Gestión de la demanda, Gestión de catálogos de servicios, Gestión de niveles de servicio, Gestión de proveedores.

Nota: La certificación de ITIL Foundation se requiere para tomar este examen.

El curso está basado en las tareas, con un fuerte énfasis en la práctica, trabajando como individuos y en equipos.

Objetivos del curso

Objetivos del curso

After completing this course students will be able to:
  • Importance of service management as a practice concept
  • Service lifecycle principals, purpose, and objective
  • Importance of ITIL service offerings and agreements while providing service
  • How all processes in ITIL service offerings and agreement interact with other service lifecycle processes
  • The activities, methods, and functions used in each of the ITIL service offerings and agreement processes
  • Use the ITIL service offerings and agreement processes, activities, and functions to achieve operational excellence
  • Measure ITIL service offerings and agreements
  • Importance of IT security and its contributions to ITIL service offerings and agreements
  • Technology and implementation considerations surrounding ITIL service offerings and agreements
  • Challenges, key performance indicators (KPIs), critical success factors (CSFs), and risks associated with ITIL service offerings and agreements

Certification Preparation

  • Please note you must bring a copy of your ITIL Foundation exam certificate, this is required in order for you to take the exam associated with this course.
  • On  successful completion of the course and passing of the subsequent exam 3 number of credits will be awarded by the examining institute

Dirigido a

Dirigido a

IT operations, technical, or IT management personnel requiring more information about ITIL best practices and anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT.

Prerrequisitos

Prerrequisitos

  • ITIL Foundation V3 Certificate
  • Two to four years of relevant work experience

Contenido del curso

Contenido del curso

Service Offerings and Agreements:

  • How Service Offerings and Agreements Practices Support the Service Lifecycle#
  • Purpose, Objectives, Scope, and Value of Strategy Management for IT Services and the Design Coordination Process
  • Successful Services Depend on the Customer’s Perception of Utility and Warranty
    Relevance of Business Cases and Return-on-Investment to Service Offerings and Agreements Practices

Business Relationship Management:

  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Triggers, Inputs, Outputs, and Process Interfaces
  • Information Management within the Business Relationship Management Process
  • CSFs and KPIs
  • Challenges and Risks
  • Key Roles and Responsibilities

Service Portfolio Management:

  • Service Portfolio
  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Triggers, Inputs, Outputs, and Process Interfaces
  • Information Management within the Service Portfolio Management Process
  • CSFs and KPIs
  • Challenges and Risks
  • Key Roles and Responsibilities

Financial Management for IT Services:

  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Triggers, Inputs, Outputs, and Process Interfaces
  • Information Management within the Financial Management for IT Services Process
  • CSFs and KPIs
  • Challenges and Risks
  • Key Roles and Responsibilities

Demand Management:

  • Importance of Demand Management to Managing Services throughout their Lifecycle
  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Triggers, Inputs, Outputs, and Process Interfaces
  • Information Management within the Demand Management Process
  • CSFs and KPIs
  • Challenges and Risks
  • Key Roles and Responsibilities

Service Catalog Management:

  • Importance of the Service Catalog to the Service Lifecycle
  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Triggers, Inputs, Outputs, and Process Interfaces
  • Information Management within the Service Catalog Management Process
  • CSFs and KPIs
  • Challenges and Risks
  • Production of a Service Catalog
  • Key Roles and Responsibilities of Service Catalog Management

Service Level Management:

  • Importance of Service Level Management to the Service Lifecycle
  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Triggers, Inputs, Outputs, and Process Interfaces
  • Information Management within the Service Level Management Process
  • CSFs and KPIs
  • Challenges and Risks
  • Contents of Service and Operational Level Agreements (SLAs and OLAs)
  • Key Roles and Responsibilities

Supplier Management:

  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Triggers, Inputs, Outputs, and Process Interfaces
  • Information Management within the Supplier Management Process
  • CSFs and KPIs
  • Challenges and Risks
  • Key Roles and Responsibilities

Technology and Implementation Considerations:

  • Generic Requirements for Service Management Technologies
  • Evaluation Criteria for Technology and Tooling for Process Implementation
  • Good Procedures for Practice and Process Implementation
  • Challenges, CSFs, and Risks Related to Implementing Practices and Processes
  • How to Plan and Implement Service Management Technologies

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