ITIL V3 Capabilities - Service Offering and Agreement

The Courses of the ITIL V3® – Intermediate Level – Capabilities Stream cluster the ITIL V3® topics into role based packages, each with a distinctive certification, which delivers credits for achievement of the ITIL V3 ® Expert Diploma.

This module covers the following subject areas:
 Service Portfolio Management
 Service Level Management
 Service Catalogue Management
 Demand Management
 Supplier Management
 Financial Management

Objectives of the course
To enhance candidates’ capabilities to illustrate, explain and apply their knowledge of:
 The importance of Service Management as a Practice.
 The importance of ITIL® Service Offering & Agreement while providing Service.
 How all processes in ITIL® Service Offering & Agreement interact with other Service Lifecycle processes.
 The processes, activities, methods and functions used in each of the ITIL® Service Offering & Agreement processes.
 How to use the ITIL® Service Offering & Agreement processes, activities and functions to achieve operational excellence.
 How to measure ITIL® Service Offering & Agreement.
 Understanding of technology and implementation considerations surrounding ITIL® Service Offering & Agreement.
 Challenges, Critical Success Factors and Risks associated to ITIL® Service Offering & Agreement.

Content
1. Introduction to ITIL® Service Offering & Agreement
2. Processes (Service Portfolio Management / Service Level Management / Service Catalogue Management / Demand Management / Supplier Management / Financial Management)
3. Organization
4. Technology Considerations
5. Challenges and Critical Success Factors

Pedagogical Method
 Theory and concepts illustrated by a trainer with sound expertise and experience in ITIL® Service Offering & Agreement.
 Group discussions with the purpose to match the relevant ITIL® Service Offering & Agreement issues to real life experience.
 Practical exercises to enhance the reinforcement of the learning objectives.

Centre de formations IT et de conseils à Bruxelles, Luxembourg et Paris