ITIL Service Capability: Service Offerings & Agreements

Format: Classroom, Online, Onsite | Durada: 5 dies

Descripció general

Descripció general

El curs es basa en els principis coberts com a part del curs d’ITIL Foundation.

L’enfocament del curs és obtenir experiència pràctica, planificació i execució de processos dins de les ofertes i acords de serveis d’ITIL; Les activitats del procés a nivell operatiu i els mètodes de suport i execució d’aquests processos en un entorn d’aprenentatge pràctic. Aquest curs inclou conferències, exercicis i preguntes d’examen basades en escenaris per augmentar la seva comprensió de les disciplines bàsiques de les millors pràctiques d’ITIL i posicionar-se per completar amb èxit l’examen associat.

Les principals àrees d’enfocament del procés d’aquest curs són: Gestió de relacions comercials, Gestió de carteres de serveis, Gestió financera de serveis de TI, Gestió de la demanda, Gestió de catàlegs de serveis, Gestió de nivells de servei, Gestió de proveïdors .

Nota: La certificació d’ITIL Foundation es requereix per prendre aquest examen.

El curs està basat en les tasques, amb un fort èmfasi en la pràctica, treballant com a individus i en equips.

Objectius del curs

Objectius del curs

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

Dirigit a

Dirigit 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.

Prerequisits

Prerequisits

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

Contingut del curs

Contingut del curs

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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