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ITIL®  Service, Offerings & Agreement Training


Overview

By implementing ITIL Service Offerings and Agreement best practices, IT departments can ensure high levels of customer satisfaction by integrating demand and supplier management with the service portfolio and service catalog. In this course, you learn how to plan, implement and optimize the ITIL® Service Offerings and Agreement processes and gain the skills required to take the ITIL Intermediate Qualification: ITIL Service Offerings and Agreement Certification Exam.

Learning Objectives

  • Documenting current and prospective services
  • Producing a Service Catalog from a business and technical viewpoint
  • Identifying patterns of activity through demand management
  • Applying Continual Service Improvement
  • Prepare for and take the ITIL Intermediate Qualification: ITIL Service Offerings and Agreement Exam
  • Outline key activities for the Service Offerings and Agreement processes in the context of the Service Lifecycle
  • Achieve operational excellence by using the Service Offerings and Agreement processes, activities and functions
  • Measure the success of Service Offerings and Agreement by applying key metrics

Course Outline

  • Introduction and Overview
  • Service Portfolio and Service Catalog Management Principles of Service Portfolio Management (SPM)
  • Integrating the Service Catalog into the Service Portfolio
  • Service Level Management (SLM)
  • Service Management goals
  • The Service Management process
  • Demand and Supplier Management
  • Demand Management
  • Supplier Management
  • Financial Management
  • Principles of Service Economics
  • Roles and Responsibilities
  • Technology and Implementation Considerations

Target Group

  • Individuals who have attained the ITIL Foundation certificate in IT Service Management and who wish to advance to higher level ITIL® certifications
  • Individuals who require a deep understanding of ITIL Certificate in the Service Offerings and Agreement processes and how it may be used to enhance the quality of IT service support within an organization
  • IT professionals that are working within an organization that has adopted and adapted ITIL® who need to be informed about and thereafter contribute to an ongoing service improvement program
  • Operational staff involved in Service Portfolio Management; Service Catalog Management; Service Level Management; Demand Management; Supplier Management; Financial Management and Business Relationship Management who wish to enhance their role-based capabilities

Prerequisite

ITIL® Foundation Certificate in IT Service Management and completion of an accredited Course from an ITIL® Accredited Training Provider.

Exams

Type: 8 Complex Multiple choice, scenario based questions
Duration: 90 minutes.
Proctored: Yes
Open Book: No
Pass Score: 70%, 28 out of 40
Delivery: Online

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