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ITIL® Interm.- Service Offerings & Agreements

Difficulty level: Duration in days: Delivery options:

4

Classroom based

  • The ITIL® Intermediate Certificate in Service Offerings and Agreement forms part of the Capability series of Intermediate certification modules, which can be taken as stand-alone qualifications or with a view to amassing sufficient credits to gain the ITIL® Service Management Expert qualification. It will give candidates a deep level of understanding of the Service Offerings and Agreement processes across the Service Lifecycle.

    This course will enable delegates with a Foundation-level knowledge of IT Service Management to apply good practice across the Service Lifecycle in processes pertaining to Service Offerings and Agreement. The course is interactive, combining presentation sessions and group exercises, with plenty of opportunity for questions and discussion. On completion of the course and the required personal study, delegates will be able to sit the ITIL® Intermediate examination in Service Offerings and Agreement worth 4 credits.
  • This course will enable participants to:
    • Understand the importance of Service Management as a Practice
    • Appreciate how all processes in Service Offerings and Agreement interact with other Service Lifecycle Processes
    • Identify the processes, activities, methods and functions used in each of the Service Offerings and Agreement processes
    • Understand how to use the Service Offerings and Agreement processes, activities and functions to achieve operational excellence
    • Explain how to measure Service Offerings and Agreement
    • Understand the technology and implementation considerations surrounding Service Offerings and Agreement and the associated Challenges and Risks
  • This course is aimed at individuals who have attained the V3 ITIL® Foundation certificate in Service Management and who wish to advance to higher level ITIL® certifications. It will give delegates a deep understanding of Service Offerings and Agreement processes and how they may be used to enhance the quality of IT service support.

    Individuals who may find this course of interest include IT professionals that are working within an organisation that has adopted and adapted ITIL® and who need to be informed about and contribute to an ongoing service improvement programme, as well as operational staff involved in Service Portfolio Management, Service Catalogue Management, Service Level Management, Demand Management, Supplier Management, Financial Management and Business Relationship Management, and who wish to enhance their role-based capabilities.
  • There is a pre-requisite for taking certification exam to attend accredited training and to have ITIL® Foundation certificate. However you can attend on course only without taking exam nevertheless.
    • 8 complex multiple-choice questions (multi-part, scenario-based, gradient-scoring),
    • closed book,
    • 90 minutes (30 minutes additionaly for all non-native english speaking delegates),
    • 70% pass mark required.
  • Event Event Date Event End Date Location Individual Price Register
    ITIL® Overview on-line 24x7 24x7 on-line 200,00€
    ITIL® Foundation on-line 24x7 24x7 on-line 350,00€

Course Contents

    • The context in the service lifecycle of the SOA processes
    • Strategy management for IT services
    • Design coordination
    • Service Management as a Practice
    • What is Service?
    • Service Management and Business Value
    • Processes in the Service Lifecycle
    • Service Portfolio Management
    • Service Catalogue Management
    • Service Level Management
    • Demand Management
    • Financial Management forIT Services
    • Business Relationship Management
    • Supplier Management
    • Technology and Tooling
    • Good Practice
    • Challenges, CSFs and Risks
    • The Role of Business Relationship Managers
    • Service Offerings and Agreement Roles and Responsibilities
    • Common Service Activities
    • Continual Service Improvement

Client Testimonials

  • Well structured course – good balance between lecturing , good practices and productive interactions. You helped me to learn and understand more IT based processes. Thank you.
    Mrs. Natira Dika-Krluku Macedonian Telekom
  • ITSM Center not only helped me achieve the ITIL certifications but also provided me the practical insights to improve my day to day work and help my organization achieve ITIL Standards.
    Mr. Granit Gjoni Balfin
  • ITSM CENTER and its lecturer created an impacting experience from which I came out richer in skills and knowledge. I would certainly recommend this workshop to my teammates and colleagues.
    Mr. Matija Benčina Telekom Slovenia
  • Course enables you to learn about the theoretical basis in a structured and understandable way. It is much easier to get a grasp on the subject matter when the lecturer is knowledgeable and ties together theoretical knowledge with practical wisdom.
    Mr. Jan Šuen Slovenian Railways
  • All courses I have taken in ITSM center contributed in a substancial manner to optimize internal processes. Special thanks to lecturer who was willing to consider live company cases during the course.
    Mr. Žiga Mrak Bayer
  • The course is nicely structured and clearly outlines the management principles. It also gives us a detailed description of the processes as well as roles and responsibilities of the people.
    Mr. Chellappan N. Nandakumar Telekom Slovenia

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