- Introduction to ITIL® Service Offering & Agreement
- Processes (Service Portfolio Management / Service Level Management / Service Catalogue Management / Demand Management / Supplier Management / Financial Management)
- Organization
- Technology Considerations
- Challenges and Critical Success Factors
ITIL® is a registered trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
The Swirl logo™ is a trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
As from 2017 Business Training is a Training Organization accredited by PeopleCert.
Course Description
To enhance candidates' capabilities to illustrate, explain and apply their knowledge of:
- The importance of Service Management as a Practice.
- The importance of ITIL® Service Offering & Agreement while providing Service.
- How all processes in ITIL® Service Offering & Agreement interact with other Service Lifecycle processes.
- The processes, activities, methods and functions used in each of the ITIL® Service Offering & Agreement processes.
- How to use the ITIL® Service Offering & Agreement processes, activities and functions to achieve operational excellence.
- How to measure ITIL® Service Offering & Agreement.
- Understanding of technology and implementation considerations surrounding ITIL® Service Offering & Agreement.
- Challenges, Critical Success Factors and Risks associated to ITIL® Service Offering & Agreement.
Pedagogical method
Theory and concepts illustrated by a trainer with sound expertise and experience in ITIL® Service Offering & Agreement.
- Group discussions with the purpose to match the relevant ITIL® Service Offering & Agreement issues to real life experience.
- Practical exercises to enhance the reinforcement of the learning objectives
Certification
ITIL® Certificate in Service Offering & Agreement.
Student pack
- Accredited Course Materials
- Attendance Certificate
- Staff involved in Service Offering & Agreement of IT Services.
- Individuals who have attained the ITIL® Foundation certificate in Service Management and who wish to advance to higher level ITIL® certifications.
- Individuals who require a deep understanding of ITIL® in Service Offering & Agreement processes and how it may be used to enhance the quality of IT services.
ITIL® Foundation certificate.
- Familiarity with the terminology and the context of the course in their own business environment.
- Have exposure working in the service management capacity within a service provider environment, with responsibility emphasizing on at least one of the topics of the course.
