ITIL® Service Capability: Service Offerings & Agreements SOA

Global Knowledge UK

Course

In Wokingham and London

£ 1,495 + VAT

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Description

  • Duration

    5 Days

Authorised training on Cisco, Microsoft, Nortel and VMware as well as generic networking, security, VoIP and wireless courses. Our management curriculum includes project management, business analysis and ITIL training. Suitable for: The course is suitable for individuals who require a deep understanding of Operational Support & Analysis processes and how they may be used to enhance the quality of IT service provision within an organisation. It offers a natural career development path for practitioner staff that already holds the ITIL® V3 Foundation Certificate or equivalent.

Facilities

Location

Start date

London
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Old Broad Street

Start date

On request
Wokingham (Berkshire)
Mulberry Business Park, Fishponds Road, RG41 2GY

Start date

On request

Start date

On request

About this course

Delegates are required to hold the ITIL® V3 Foundation Certificate in IT Service Management or V2 to V3 bridge equivalent. Before taking the course it is recommended, though not required, that candidates have exposure to basic concepts in IT and related work experience of at least two years. It is recommended that students should complete at least 21 hours of personal study by reviewing th...

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Course programme


Course Code
:

SOA

Objectives

The purpose of Service Offerings & Agreement is to obtain knowledge on ITIL® terminology, process structure, roles, functions and activities that will enable role focused capability and competency in support of the Service Lifecycle approach as described in ITIL®.

The course provides delegates with practical guidance on the design and implementation of an integrated end-to-end processes based on proven industry best practice guidelines.

The course prepares delegates for the ITIL® Capability examination in Service Offerings & Agreement.

Content


  • Service Management as a Practice.
  • Processes across the Service Lifecycle pertaining to the Service Offerings and Agreement curriculum.
  • Service Portfolio Management which provides documentation for services and prospective services in business terms.
  • Service Catalogue Management which is concerned with the production and documentation of the Service Catalogue from a business and a technical viewpoint.
  • Service Level Management which sets up a Service Level Agreement (SLA) structure and ensures that all SLAs have an underpinning support structure in place.
  • Demand Management which identifies Patterns of Business Activity to enable the appropriate strategy to be implemented.
  • Supplier Management which ensures all partners and suppliers are managed in the appropriate way and includes contract management.
  • Financial Management which includes ensuring understanding of the service value and the management of all financial considerations.
  • Business Relationship Managers who have responsibility to represent customers and ensure the Service Catalogue and Portfolio have the right needs.

See related categories

ITIL® Service Capability: Service Offerings & Agreements SOA

£ 1,495 + VAT

The best Management and Information Systems courses

See all

See all