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› › Metoder & Modeller › ITIL® › ITIL® Capability Service Offerings And Agreements

T2872

ITIL® Capability Service Offerings And Agreements

På denna utbildning, som är en av ITILs capability-kurser, får du en djupare förståelse för den del av ITIL-ramverket som handlar om tjänstedefinition och avtalsfrågor. Utbildningen vänder sig framför allt till dig som arbetar med definition och beskrivning av IT-tjänster samt etablering av avtal, t.ex. SLA-avtal.
Utbildningen erbjuder möjlighet att certifiera sig och erhålla certifikatet 'ITIL v3 Service Capability - Service Offerings and Agreements'.

The ITIL Certificate in Service Offerings and Agreements is intended to enable the holders of the certificate to apply the practices during the Service Management Lifecycle.

After the course the delegates can take a certification. (2.250 SEK)

Vid frågor kring förberedelser inför kurs eller köp av rätt "ITIL-core-bok", vänd er till Olingo Consulting (utbildning@olingo.se).

Objectives

Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:

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

Operational activities of processes covered in other Lifecycle phases such as Incident and Change Management

Course outline

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

Fakta

Kurs

T2872

Längd

5 dagar

Pris

24.900 kr (exkl. moms)

Förkunskaper

För att kunna delta på kursen krävs att du har ett ITIL Foundation-certifikat (från version 3) eller ett certifikat från uppgraderingskursen för ITIL Foundation. Du bör också ha erfarenhet av minst en av de aktuella processerna. Du rekommenderas också ha läst relevanta avsnitt av ITIL-litteraturen. Under kursen och inför certifieringen förväntas du lägga ner ca två arbetsdagar egen studietid i syfte att klara certifieringen.