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  • Service Offerings and Agreements

    Γενικά για το σεμινάριο:

    By implementing ITIL service offerings and agreements best practices, IT departments can ensure high levels of customer satisfaction by integrating demand and supplier management with the service portfolio and service catalog. In this course, you learn how to plan, implement and optimize the SOA processes and gain the skills required to take the ITIL Intermediate Qualification: Service Offerings and Agreements Certification Exam.

    Το σεμινάριο Απευθύνεται:

    This course is valuable for those who want to achieve ITIL Intermediate Qualification: Service Offerings and Agreements certification. The ITIL Foundation Certificate (or v2-v3 bridge equivalent), or the ITIL Expert Certificate achieved via a bridging route, is required to attend this course and take the ITIL Certification Exam on the final day.

    Μεθοδολογία Σχεδιασμού και Υλοποίησης

    Πριν την έναρξη του προγράμματος ειδικά ερωτηματολόγια ανάλυσης αναγκών αποστέλλονται σε όλους τους υποψήφιους συμμετέχοντες προκειμένου να γίνει η καταγραφή των εξής στοιχείων:

    • Ακαδημαϊκό Υπόβαθρο
    • Επαγγελματική Εμπειρία στην προηγούμενη καριέρα
    • Τρέχουσα θέση στην Επιχείρηση
    • Προσδοκίες που επιθυμείτε να καλύψει το σεμινάριο
    • Άλλες παρατηρήσεις σχετικά με την υλοποίηση του Σεμιναρίου

    Συνοπτικό Πρόγραμμα Σεμιναρίου:

    Introduction and Overview
    The context in the service lifecycle of the SOA processes
    Strategy management for IT services
    Design coordination


    Service Portfolio and Service Catalog Management
    Principles of service portfolio management
    Relationship to the service catalog and service pipeline
    Thinking strategically
    Achieving customer focus
    Designing the service portfolio
    Allocating resources
    Linking business and IT services
    Integrating the service catalog into the service portfolio
    Purpose, goals and objectives
    Technical and business service catalogs
    Detailing operational services
    Using key metrics and critical success factors
    Producing a service catalog


    Service Level Management (SLM)
    Service level management goals
    The significance of SLM to the service lifecycle
    How SLM creates business value
    Analyzing and explaining the scope of the process
    Policies, principles and basic concepts of SLM
    The service level management process
    Process activities and how they relate to the service lifecycle
    Negotiating service level agreements (SLAs)
    Deliverables, roles and responsibilities
    SLAs, OLAs and review meetings
    Service improvement plans
    Monitoring service performance against SLAs


    Demand and Supplier Management
    Demand management
    Activity-based demand management and business activity patterns
    Managing capacity to maximize value
    Identifying patterns of business activity
    Connecting demand management to the service portfolio
    Supplier management
    Analyzing the use of the supplier management process
    Process, scope and objectives
    Evaluating new suppliers
    Supplier categorization and maintenance of the supplier and contract database
    Ensuring supplier performance
    Contract management and administration


    Financial Management for IT Services
    How financial management contributes to the service lifecycle
    Managing financial considerations
    The scope, purpose and goals of the process
    Basic concepts: funding, accounting and charging
    Principles of financial management
    Value to the business
    Building a business case
    Applying information management
    Generating and disseminating information
    Dealing with challenges and risks


    Business Relationship Management (BRM)
    The purpose, objectives and scope of BRM
    Process activities, methods and techniques
    Triggers, inputs, outputs and interfaces
    Critical success factors and key performance indicators


    Roles and Responsibilities
    Service portfolio management
    Service catalog management
    Service level management
    Supplier manager

    Technology and Implementation Considerations
    Technology implementation as part of implementing service management
    Special technology functions related to SOA
    Generic requirements and evaluation criteria
    Good practices for implementation
    Challenges, critical success factors and risks

    Διάρκεια:  Τρεις ημέρες (24 ώρες).

    • 'ITIL® is a registered trade mark of the Cabinet Office. The Swirl logo™ is a trade mark of the Cabinet Office’ in the first occurrence of the logo or word mark
    • 'IT Infrastructure Library® is a registered trade mark of the Cabinet Office’ where referenced
    • '© Crown copyright 2013 Reproduced under license from the Cabinet Office’, for any diagram or table from a Cabinet Office Best Management Practice publication or other source.

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