Service Management

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

Course Overview
This official ITIL capability certification course enables you to master the key ITIL processes needed to develop service offerings and agreements appropriate to an organisation. It includes a mix of instructor-led training and hands-on exercises to help participants learn about the practical application of the ITIL concepts, organisational structures, roles, functions and process activities related to the following processes:
• Strategy Management for IT Services
• Business Relationship Management
• Financial Management
• Demand Management
• Service Portfolio Management
• Service Catalogue Management
• Service Level Management
• Supplier Management

ITIL® is a Registered Trade Mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved

The course

What You Will Learn
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 Catalog 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

Target group

The training ITIL® Classroom 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 described above.

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 service based 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 Catalog 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

5 days. -


Generic course information

Pink Elephant is globally accredited to provide ITIL education for the certification program. The organization is accredited by the Examination Institute for Information Science (EXIN) and Loyalist Certification Services (LCS).

Your instructor is a highly experienced ITIL-certified member of Pink Elephant’s consulting team. Further, he or she is qualified to teach this course as defined by Pink Elephant’s internal Certified Trainer Program. You can expect to learn from an individual with the industry’s
deepest knowledge on how to lead a successful implementation project. This knowledge is a direct result of Pink Elephant’s vendor neutrality – as well as many years of experience implementing ITIL processes in a variety of organizations worldwide.

Examination requirements

Exam, Certifications & Awards
This course prepares participants for the examination leading to the ITIL Intermediate Certificate: Service Offerings & Agreements. A 90-minute exam is scheduled on the last day of the course. It consists of eight multiple choice, scenario-based, gradient scored questions. To help prepare attendees for the final exam, a sample exam is delivered during the course. A passing mark of 70% is required to receive your certificate (4 ITIL credits)

Costs

Training costs: £ 1249,-

Packages

All prices include course materials, complimentary publications (where appropriate), refreshments throughout the day, lunch and exam fee, but exclude VAT.

ITIL® is a registered trade mark of AXELOS Limited.

Course dates and locations

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  • Start date Type Day Location Pricing Register Timetable
  • 18-03-2019 Classroom Monday Manchester £ 1565
    Timetable
  • 07-05-2019 Classroom Tuesday Reading £ 1249
    Timetable
  • 15-07-2019 Classroom Monday Manchester £ 1565
    Timetable
  • 18-11-2019 Classroom Monday Manchester £ 1565
    Timetable