ITIL® 3 Service Offerings and Agreements + exam and retake

ITIL® Intermediate Service Offerings and Agreements (SOA) je jedním z modulů ITIL® Service Capability. Zaměřuje se na praktické uplatňování postupů SOA.

SOA bylo navrženo tak, aby pomohlo organizacím a odborníkům porozumět tomu, jak může pět etap životního cyklu ITIL (service strategy, service design, service transition, service operation and continual service improvement) nabízet hodnotu organizacím a projektům. Poskytuje také rady, jak mohou nabídky služeb podpořit potřeby obchodu a uživatele.

Obsahem tohoto školení je vysvětlení terminologie, procesů, úloh, funkcí a činností souvisejících s fází Service Design životního cyklu řízení služby IT na základě verze 3 infrastrukturní knihovny ITIL. Jde o jeden z našich čtyř modulů v oblasti „Service Capability“ , jež vycházejí z rozdělení úloh. Nabízejí účastníkům získání vyvážené znalosti nejlepších postupů ITIL. Série modulů v oblasti Service Capability bude zajímat účastníky, kteří si přejí získat certifikaci o hloubkové znalosti ITIL V3 zejména, pokud jde o činnosti v rámci procesů a jejich provádění po dobu životního cyklu služby.

Certifikaci SOA lze provést pouze po akreditovaném školení.

Uvedená cena obsahuje poplatek za certifikační zkoušku. Zkouška se koná pátý den školení.

Cílová skupina

Certifikace Service Offerings and Agreements je vhodná pro kandidáty v následujících profesích nebo oblastech IT:

• IT Management
• IT Finance Manager
• Capacity Manager
• Availability Manager
• Service Level Manager
• Business Continuity Manager
• Service Portfolio Manager
• Supplier Relationship Manager.

PRINCE2® a ITIL® jsou registrované ochranné známky společnosti AXELOS Limited, používané na základě povolení společnosti AXELOS Limited. Všechna práva vyhrazena.

Obsah školení

Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:

• Service Management as a Practice.
• Processes across the Service Lifecycle pertaining to the Service Offerings and Agreement curriculum.
• Service Portfolio Management which provides documentation for services and prospective services in business terms.
• Service Catalogue Management which is concerned with the production and documentation of the Service Catalogue from a business and a technical viewpoint.
• Service Level Management which sets up a Service Level Agreement (SLA) structure and ensures that all SLAs have an underpinning support structure in place.
• Demand Management which identifies Patterns of Business Activity to enable the appropriate strategy to be implemented.
• Supplier Management which ensures all partners and suppliers are managed in the appropriate way and includes contract management.
• Financial Management which includes ensuring understanding of the service value and the management of all financial considerations.
• Business Relationship Managers who have responsibility to represent customers and ensure the Service Catalogue and Portfolio have the right needs.
• Operational activities of processes covered in other lifecycle phases such as Incident and Change Management.
• Common Service Operation activities related to Service Offerings and Agreement.
• Organizing for Service Operation which describe functions to be performed within Service Offerings and Agreement.
• Service Offerings and Agreement roles and responsibilities.
• Technology and Implementation Considerations.
• Challenges, Critical Success Factors and risks.
• CSI as a consequence of effective Service Offerings and Agreement.
• Participants will also gain the knowledge necessary to prepare for the “ITIL Certificate in Service Offerings and Agreement” examination from PeopleCert. This certificate is worth 4 credits in the ITIL Version 3 Qualification Scheme. Formal examination: this is a closed book complex graded multiple-choice examination with 8 questions to be answered in 90 minutes. Students must get 70% correct in order to pass.

Follow-up training

Itil scheme