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Martine Simonis
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> Formations  Informatique / Management Informatique / Méthodes

ITIL® Intermediate Service Offerings and Agreements

Type de formation :  | Participants : 10  | Durée : 4 jours

> Objectifs

Following completion of this unit, the candidate will possess knowledge of: ? Understanding of the importance of Service Management as a Practice concept and Service Operation Principles, Purpose and Objective ? The importance of ITIL Service Offerings and Agreements 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 Agreements ? The importance of IT Security and its contributions to ITIL Service Offerings and Agreements ? Understanding of technology and implementation considerations surrounding ITIL Service Offerings and Agreements ? Challenges, Critical Success Factors and Risks associated to ITIL Service Offerings and Agreements

> Public

IT professionals, business managers and process owners.

> Prérequis

Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the V3 Foundation or V2 Foundation plus Bridge Certificate) which shall be presented as documentary evidence to gain admission. It is also strongly recommended that candidates: · Can demonstrate familiarity with IT terminology and understand the context of Service Offerings and Agreements management of their own business environment is strongly recommended. · Have exposure working in the service management capacity within a service provider environment, with responsibility emphasizing on at least one of the following management processes: o Service Portfolio Management o Service Catalogue Management o Service Level Management o Demand Management o Supplier Management o Financial Management. It is recommended that candidates are familiar with the guidance detailed in the ITIL Service Lifecycle Practices core publications prior to attending training for this certification.

> Programme

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: o Service Portfolio Management which provides documentation for services and prospective services in business terms o Service Catalogue Management which is concerned with the production and documentation of the Service Catalogue from a business and a technical viewpoint o Service Level Management which sets up a Service Level Agreement (SLA) structure and ensures that all SLAs have an underpinning support structure in place o Demand Management which identifies Patterns of Business Activity to enable the appropriate strategy to be implemented o Supplier Management which ensures all partners and suppliers are managed in the appropriate way and includes contract management o Financial Management which includes ensuring understanding of the service value and the management of all financial considerations o Business Relationship Managers who have responsibility to represent customers and ensure the Service Catalogue and Portfolio have the right needs o Operational activities of processes covered in other Lifecycle phases such as Incident and Change Management o Organizing for Service Operation which describe functions to be performed within Service Offerings and Agreement o Service Offerings and Agreement roles and responsibilities o Technology and Implementation Considerations o Challenges, Critical Success Factors and risks o CSI as a consequence of effective Service Offerings and Agreement The exam is organized 2 weeks after the training. It is a multiple choice, scenario-based closed book examination needing 28/40 or (70%) to pass.


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