Description
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Service Offerings & Agreements
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The four courses in Service Capability is aimed at students who need deep knowledge of the processes and the roles of ITIL. Service Lifecycle covered in the course but the primary focus is on processes, functions, roles and activities of its application and use by lifecycle. The courses within the Service Capability is role-based modules, each with a separate certification. Each course includes a grouping of processes and roles within ITIL is intended to give participants a specific knowledge of the practice and application related to the daily work.
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| Length | 4 days |
| Target group | The target group of the ITIL Certificate in Service Offerings and Agreements is:
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| Exam | The examination is closed book and made up of multiple choice questions based on a scenario. Students will be allowed 120 minutes to answer the questions. You need at least 70% (28/40 points) to pass. |
| Prerequisites | Candidates wishing to be trained and pass the examination for this qualification must already hold the ITIL Foundation Certificate. |
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You’ll learn
This course gives you a deeper understanding of the part of the ITIL framework dealing with service definition and contractual issues. This is a practical course for those who work in the interface between IT and the business (customer) or suppliers.[/fusion_tab][fusion_tab title=”Course content” icon=””]
Course content
- Overview of SOA processes and basic principles
- The value to the business of SOA activities
- How the SOA processes rely on a good business case
- How the SOA processes rely on a good understanding of return on investment (ROI)
- Processes across the service lifecycle pertaining to the service offerings and agreements 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 for IT services, which includes ensuring understanding of the service value and the management of all financial considerations
- Business relationship management, which ensures the customer’s requirements are correctly identified
- SOA roles and responsibilities
- Technology and implementation considerations
- Challenges, critical success factors and risks
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Request Information
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