Overview: The course builds on the general principles covered as part of the ITIL Foundation course. This enables the organization to introduce Service Portfolio Management, Service Catalogue Management, Service Level Management, Demand Management, Supplier Management, Financial Management and Business Relationship Management as integral parts of its overall business-focussed Services Framework.
Benefits: By implementing ITIL Service Offerings and Agreements 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 Service Offerings and Agreements processes and gain the skills required to take the ITIL Intermediate Qualification: Service Offerings and Agreements Certification Exam.
Objectives: The purpose of Service Offerings & Agreement is to obtain knowledge on ITIL terminology, process structure, roles, functions and activities that will enable role focused capability and competency in support of the Service Lifecycle approach as described in ITIL. The course provide delegates with practical guidance on the design and implementation of an integrated end-to-end processes based on proven industry best practice guidelines. The course prepare delegates for the ITIL Capability examination in Service Offerings & Agreement. Students will gain knowledge of the Planning, Protection, and Optimization processes, including:
Audience: The course is suitable for individuals who require a deep understanding of Service Offerings & Agreement processes and how they may be used to enhance the quality of IT service provision within an organization. It offers a natural career development path for practitioner staff who already hold the ITIL Foundation Certificate.
View the complete Course Outline.