Itil ® V3 Module Intermédiaire (Capability) : Service Offering & Agreements

Description

The Service Capability courses are focused on role-based clusters in a modular set, each with a certification. Each cluster contains a

group of processes and roles within IT Service Management, intended to offer candidates a balanced knowledge of ITIL® practices that

have direct interaction and dependencies to their management scope.

This module covers the following subject areas:

— Service Portfolio Management
— Service Level Management
— Service Catalogue Management
— Demand Management
— Supplier Management
— Financial Management

Objectives

To enhance candidates’ capabilities to illustrate, explain and apply their knowledge of:

— The importance of ITIL® Service Offerings and Agreement while providing service.
— How all processes in ITIL® Service Offerings and Agreement interact with other Service Lifecycle Processes.
— The processes, activities, methods and functions used in each of the ITIL® Service Offerings and Agreement processes.
— How to use the ITIL® Service Offerings and Agreement processes, activities and functions to achieve operational excellence.
— Explain how to measure ITIL® Service Offerings and Agreement.
— The importance of IT Security and its contributions to ITIL® Service Offerings and Agreement.
— Understanding of technology and implementation considerations surrounding ITIL® Service Offerings and Agreement.
— Challenges, Critical Success Factors and Risks associated to ITIL® Service Offerings and Agreement.
— The importance of Service Management as a Practice concept.

Content

1° Introduction to ITIL® Service Offerings and Agreement
2° Processes
— Service Portfolio Management
— Service Level Management
— Service Catalogue Management
— Demand Management
— Supplier Management
— Financial Management
3° Business Relationship Management
4° Roles and Responsibilities
5° Technology and Implementation Considerations
6° Common Service Activities
7° Continual Service Improvement

For each process, the following topics are addressed:

Purpose, Goals and Objectives | Scope |Business Value | Principles and Basic Concepts| Activities | Methods and Techniques | Inputs,
Outputs and Interfaces | Key Metrics

Pedagogical Method

— Theory and concepts illustrated by a trainer with sound expertise and experience in ITIL® Service Offerings and Agreement.
— Group discussions with the purpose to match the relevant ITIL® Service Offerings and Agreement issues to real life experience.
— Practical exercises to enhance the reinforcement of the learning objectives.