Course Schedule: | Ottawa, ON | 09/20-09/24 | Ottawa, ON | 12/13-12/17 | Toronto, ON | 09/20-09/24 | Toronto, ON | 12/13-12/17 | Winnipeg, MB | 10/18-10/22 | Regina, SK | 11/01-11/05 |
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ITIL Intermediate: Service Offerings and Agreements
Summary:
The ITIL Intermediate Qualification: Service Offerings and Agreements (SOA) Certificate, although a stand alone qualification, yet is also part of the ITIL Intermediate Capability stream, and one of the modules that leads to the ITIL Expert in IT Service Management Certificate. The ITIL Certificate in Service Offerings and Agreements is intended to enable the course participants to apply the ITIL best practices during the Service Management Lifecycle. The course approach combines theoretical and hands-on knowledge transfer, including individual and group practical exercises.
Duration:
5 Days/Lecture & Lab
Audience:
The target group of the ITIL Expert Qualification Service Offering and Agreement is:-Individuals who require a deep understanding of ITSM/ITIL Service Offerings and Agreement processes and how it may be used to enhance the quality of IT service support within an organization. -IT professionals that are working within an organization that has adopted and adapted ITIL who need to contribute to an ongoing service improvement program -Operational staff involved in Service Portfolio Management; Service Catalogue Management; Service Level Management; Demand Management; Supplier Management; Financial Management and Business Relationship Management who wish to enhance their role-based capabilities. This may include but is not limited to, IT professionals, business managers and business process owners.
Topics:
- Introduction
- Service Portfolio Management
- Service Catalogue Management
- Service Level Management
- Demand Management
- Supplier Management
- Financial Management
- Business Relationship Manager
- Service Offerings and Agreement Roles and Responsibilities
- Technology and Implementation Considerations
- Summary, Exam Preparation and Directed Studies
Prerequisites:
Individuals who have attained and have a proof of one of the following certifications:-V3 ITIL Foundation certificate in Service Management; OR -V2 Foundation plus the V3 Foundation Bridge certificate; It is also strongly recommended that course participants: -Possess 2 to 4 years professional experience working in IT Service Management Have exposure working in the service management capacity within a service provider environment, with responsibility emphasizing on at least one of the following management processes: -Service Portfolio Management -Service Catalogue Management -Service Level Management -Demand Management -Supplier Management -Financial Management
Last Update: July 31, 2010
