T2872

Ladda ner som PDF

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 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.

Målgrupp

Kursen vänder sig framför allt till dig som arbetar med definition och beskrivning av IT-tjänster samt etablering av avtal, t.ex. SLA-avtal.

Förkunskaper

För att kunna delta på kursen krävs att du har ett ITIL Foundation-certifikat 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.

Certifieringsförberedande

Kursen kan avslutas med en certifiering (extra avgift om 2500 kr ex. moms tillkommer). Bokning måste ske minst 2 veckor före själva tillfället. Möjlighet finns att boka in sig vid annat certifieringstillfälle.

Kursmaterial

Kursmaterial på engelska

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:

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

Rekommenderad läsning
ITIL Core-böckerna: Service Strategy och Service Design (ingår ej)

Utbildningen levereras i samarbete med

Kurs-ID: T2872
Längd: 4 dagar
Pris exkl moms: 25 875 kr
Kan betalas med:
TRAINING CARD

Lämna dina kontaktuppgifter om du önskar en företagsintern utbildning.

Tipsa