Service Management

ITIL® (Information Technology Infrastructure Library) is the most widely accepted approach to IT service management best practice.

The course

• Study online at your own pace
• 90 or 150 days online access
• Fully accredited
• Includes videos, quizzes, exercises, study guides and official syllabus and sample exams
• Exam Voucher
• Tutor support available via email
• Exam value: 4 ITIL credits

Target group

The training ITIL® E-Learning is designed to provide insight into the basic processes of Service Management, understanding, and is therefore especially suitable for:

Service Level Managers
IT Supplier Managers
Business Relationship Managers
Financial Managers
Any IT professional involved with the processes:
Service Level Managers
IT Supplier Managers
Business Relationship Managers
Financial Managers.

Knowledge Objective

  • Value to the business of the SOA processes and their activities
  • In-depth review of the key processes needed to support service offerings and agreements, and their associated activities, roles, responsibilities, challenges, risks and critical success factors:
  • - Strategy Management for IT Services: The process that establishes strategies for services upon which the other SOA processes depend
  • - Business Relationship Management: Ensures the customer’s requirements are correctly identified
  • - Financial Management: A strategic process that enables IT to generate servicebased costing that, combined with perceived value for the service, results in a real, business-based price
  • - Demand Management: Understands demand for services and enables appropriate service strategies
  • - Service Portfolio Management: Manages the service portfolio which contains information about IT services from concept through implementation and production to retirement
  • - Service Level Management: Sets up Service Level Agreement (SLAs) and ensures that all SLAs have an underpinning support structure in place
  • - Service Catalogue Management: Provides the single source of information about agreed services and makes sure this information is communicated
  • - Demand Management: Identifies patterns of business activity to enable the appropriate strategy to be implemented
  • - Supplier Management: Ensures that suppliers support IT service targets and meet business expectations
  • The reliance upon a good business case and a good understanding of ROI
  • Technology and implementation considerations for the key processes
  • Important considerations for continual improvement of these processes
Certification

ITIL® Intermediate Certificate in Service Offerings & Agreements

Prior knowledge

ITIL® Foundations

Duration

90 days. -


Generic course information

Course Contents
• 10 Modules, divided into easy to absorb lessons
• Study duration: 30 hours mandatory study, also 12 hours self-study with the Service Design and Service Strategy core volumes is recommended

Topics include:
• Introduction to Service Offerings and Agreements
• SOA processes:
o Service Portfolio Management
o Service Catalogue Management
o Service Level Management
o Demand Management
o Supplier Management
o Financial Management for IT Services
o Business Relationship Management
• SOA roles and responsibilities
• Technology and implementation considerations
• Preparing for the exam

To order your licence on-line please select a start date in the timetable and complete the course booking form. The licence will start from the date you receive your login and password.

Examination requirements

This course prepares participants for the examination leading to the ITIL Intermediate Certificate: Service Offerings & Agreements. The 90-minute exam consists of eight multiple choice, scenario-based, gradient scored questions. A passing mark of 70% is required to receive your certificate (4 ITIL credits).

Costs

Training costs: £ 725,-

Packages

Pricing is excluding VAT.

E-learning courses provided by IT Training Zone Ltd, an accredited training organisation.

ITIL® is a registered trademark of Axelos Ltd.

Course dates and locations

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