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Service Offerings & Agreements

Course Type:
Training Costs:
Exam Costs:
Duration:
Next Course:
Classroom
R 6995
R 3420
4 days
Closed Course

GENERAL INFORMATION

Pink Elephant is globally accredited to provide ITIL® education for the certification program. The organisation is accredited by the APM Group.

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 organisations worldwide.

CERTIFICATION

ITIL® Intermediate Certificate in Service Offerings & Agreements

SCHEDULE

Start Date Type Start Day Location Cost (excl. VAT) Register

EXAM INFORMATION

This course prepares participants for the examination leading to the ITIL® Intermediate Certificate: Service Offering & Agreement which we advise is taken the day after the last day of the course or even the following week, but no later. The 90-minute exam consists of eight multiple choice, scenario-based, gradient scored questions. To help prepare attendees for the final exam, two sample papers are delivered during the course. A passing mark of 70% (28/40) is required to receive your certificate (4 ITIL® credits)

COURSE OVERVIEW

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

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 Swirl logo™ is a 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:
o Strategy Management for IT Services: The process that establishes strategies for services upon which the other SOA processes depend
o Business Relationship Management: Ensures the customer’s requirements are correctly identified
o 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
o Demand Management: Understands demand for services and enables appropriate service strategies
o Service Portfolio Management: Manages the service portfolio which contains information about IT services from concept through implementation and production to retirement
o Service Level Management: Sets up Service Level Agreement (SLAs) and ensures that all SLAs have an underpinning support structure in place
o Service Catalog Management: Provides the single source of information about agreed services and makes sure this information is communicated
o Demand Management: Identifies patterns of business activity to enable the appropriate strategy to be implemented
o 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, 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
  • The following processes are covered:
  • 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 Agreements (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

Pre-requisites

ITIL® Foundations

Duration

4 days