Delegates attending this course will gain a comprehensive understanding of ITIL Service Management as it applies to the Service Offerings and Agreements processes, aligned to the current version, ITIL: 2011.
The purpose of the ITIL Intermediate certificate in Service Offerings and Agreements is to certify that the delegate has gained a thorough and detailed knowledge of the SOA processes, the structure and advanced concepts, and has comprehended the essential principles of ITIL based SOA practices for Service Management.
This course is delivered in partnership with Syzygal, a globally Accredited Training Organisation and Accredited Courseware Provider for the ITIL education & certification program.
WHATS INCLUDED
This e-Learning course has been designed by industry professionals and delivered by seasoned trainers. Based on Syzygals own TACT methodology this e-Learning course brings together theoretical learning with interactive activities that are focused on your memory retention, within this course you will have:
8 x engaging e-Learning chapter modules
Practice quiz question at the end of each module
Exercises to help knowledge retention, at the end of each module
A virtual mentor
Full online practice exams, with full rationales
COURSE CONTENT
The course ensures a thorough understanding of associated activities, roles, responsibilities, challenges, risks and critical success factors
Strategy Management for IT Services: The process that establishes strategies for services upon which the other SOA processes depend Business Relationship Management: Ensures the customer’s requirements are correctly identified Financial Management: A strategic process that enables IT to generate service-based costing that, combined with perceived value for the service, results in a real, business-based price
Demand Management: Understands demand for services and enables appropriate service strategies Service Portfolio Management: Manages the service portfolio which contains information about IT services from concept through implementation and production to retirement
Service Level Management: Sets up Service Level Agreement (SLAs) and ensures that all SLAs have an underpinning support structure in place
Service Catalogue Management: Provides the single source of information about agreed services and makes sure this information is communicated
Demand Management: Identifies patterns of business activity to enable the appropriate strategy to be implemented
Supplier Management: Ensures that suppliers support IT service targets and meet business expectations
REQUIREMENTS
This course will take an estimated 12 hours to complete
The e-learning modules run in a web browser and should work across most platforms. As a guideline the following specifications should be highlighted:
Windows 2000, XP Vista or Windows 8, or Mac OS X (or later)
Windows Pentium 2 processor or better (Pentium 3 recommended), or Macintosh G3 or higher
256 megabytes (MB) RAM or more (512 recommended)
800×600 screen resolution (1024×768 recommended)
An Internet connection
A web browser (see below)
We recommend using a latest browser, following are the minimum browser requirements for use with this e-Learning:
Windows: Internet Explorer 9+, Firefox, Chrome
Mac OS 10.3 and later: Firefox, Chrome