ITIL® Intermediate Capability Module Service Offerings & Agreements هذه الدورة تدرس باللغة الإنجليزية

تفاصيل الدورة

Participants will learn the principles and core elements of the Service Capability approach to IT Service Management as well as focusing on the processes & roles, activities and their execution throughout the Service Lifecycle.

Lesson 1: Introduction

• Introduction/Housekeeping
• Service Management as a practice
• Service, its value proposition and composition
• Functions and process across the Lifecycle
• Role of Processes in the Service Lifecycle
• How Service Management creates business value
• How the processes within Service Offerings and Agreement support the Service Lifecycle

Lesson 2: Service Portfolio Management

• The Service Portfolio and its relationship with the Service Catalog and Service Pipeline
• How a Service Portfolio describes a provider’s service and how it relates the business service with the IT service.
• Service Portfolio Management methods

Lesson 3: Service Catalog Management

• Purpose, goal, objectives & scope
• Interface to the Service Portfolio
• Difference between a Business and a Technical Service Catalog
• Importance of the Service Catalog to the Service Lifecycle and the business
• Policies, principles and basic concepts
• Metrics, challenges, Critical Success Factors and risks
• Utilization of the Service Catalog by other processes and functions
• Producing a Service Catalog

Lesson 4: IT Service Continuity Management

• Purpose, goal, objectives& scope
• Value to business and to the Service Lifecycle
• Principles and basic concepts
• Activities, methods and techniques and how it relates to the Service Lifecycle. (including SLA structures and determining Service Level Requirements)
• Deliverables
• Monitoring of service performance against SLAs
• Metrics, challenges, Critical Success Factors and risks associated with the process
• Contents of SLAs, OLAs and review meetings
• The interfaces to other processes and functions

Lesson 5: Demand Management

• The basic concepts of the process
• Activity based Demand Management and business activity patterns
• Interfaces to Service Portfolio
• Managing demand for Service

Lesson 6: Supplier Management

• Purpose, goal, objectives & scope
• Importance of the process to the Service Lifecycle and how they generate business value
• Principles and basic concepts
• Activities, methods and techniques of this process and how it relates to the Service Lifecycle including evaluation of new suppliers
• Supplier Categorization and maintenance of the Supplier Database
• Metrics, challenges, critical success factors and risks

Lesson 7: Financial Management

• Purpose, goal, objectives & scope
• Service Valuation
• Importance of the process to the Service Lifecycle and how they generate business value
• Basic concepts – funding, accounting and chargeback
• Return on Investment and the business case
• Activities, methods and techniques and the Service Lifecycle
• Design and Implement a Financial Management process

Lesson 8: Business Relationship Manager

• The role of Business Relationship Managers

Lesson 9: Roles and Responsibilities

• Service Catalog Manager
• Service Level Manager
• Supplier Manager

Lesson 10: Roles and Responsibilities

• Requirements for technology to assist Service Design
• Evaluation criteria for technology and tooling for process implementation
• Practices for practice and process implementation
• Challenges, Critical Success Factors and Risks
• How to plan and implement Service Management technologies

Lesson 11: Exam Preparation

• Sample Exams
• Feedback
• Recap

Prerequisites

ITIL® Foundation

Learning Objectives

At the end of this course, you will learn:

• The concept of Service Management as a practice
• The functions & processes across the Lifecycle
• The purpose, goal and objectives of Availability Management
• The purpose, goal and objectives of Capacity Management
• The purpose, goal and objectives of IT Service Continuity Management
• The purpose, goal and objectives of Information Security Management
• The purpose, goal and objectives of Demand Management
• Technology Implementation considerations