Course Overview
TOPThis 5-day training is designed to provide students with the necessary knowledge and skills to better understand ITIL processes and roles related to Service Management. In addition, students will be led through all the exam objectives so that they are fully prepared to handle the SOA certification exam at the end of the 5-day course.
Scheduled Classes
TOPWhat You'll Learn
TOP- Service Portfolio
- Service Catalog Management
- Service Level Management
- Demand Management
- Supplier Management
- Financial Management for IT Services
- Business Relationship Management
- Roles and Responsibilities of Service Offerings and Agreements
- Considerations for Technology and Implementation
Outline
TOP
Viewing outline for:
ITIL SOA
- SOA Supports the Service Lifecycle
- Overview of Strategy Management for IT Services and Design Coordination
- Customer Perception
- SOA Practices – Business Cases and ROI Relevancy
Managing Business Relationships
- Scope, Objectives and Business Value
- Policies, Principles, and Basic Concepts
- Interfaces for Other Processes, Triggers, Inputs and Outputs
- Information Management within Managing Business Relationships
- CSFs and KPIs
- Typical Encounters and Key Roles
Managing a Service Portfolio
- Overview of a Service Portfolio
- Common Objectives and Scope
- Business Value Attained Through a Service Portfolio
- Basic Principles and Process Interfaces
- Outputs, Inputs and Triggers
- Information Management
- KPIs and CSFs
- Challenges, Risks and Responsibilities
IT Services – Financial Management
- Purpose and Business Value Added
- Overview of the Basic Perceptions and Principles
- Triggers and Process Interfaces
- Managing Information within the Financial Management Process
- KPIs and CSFs
- Key Challenges and Roles
Managing Demand
- Demand Management and the Service Lifecycle
- Objectives and Scope of the Process
- Demand Management Business Value
- Basic Policies and Principles
- Process Interfaces and Typical Inputs and Outputs
- Managing Information within the Process
- CSFs and KPIs
- Key Threats and Responsibilities
Managing the Service Catalog
- Service Catalog and the Service Lifecycle
- Business Value and Scope
- Policies, Triggers and Common Interfaces
- Information Management in the Service Catalog Process
- CSFs and KPIs
- Typical Risks and Challenges
- Producing a Service Catalog
- Common Responsibilities of Service Catalog Management
Managing the Service Level
- Importance within the Service Lifecycle
- Objectives, Scope and Value
- Principles, Triggers and Processes
- Managing Information through the Process
- KPIs and CSFs
- Typical Challenges and Roles in a Service Level Management Process
- Contents of SLAs and OLAs
Supplier Management
- Overview of Purpose, Scope, Principles and Value
- Basic Triggers and Process Interfaces
- Managing Information in the Process of Supplier Management
- CSFs and KPIs
- Risks, Challenges and Responsibilities of Supplier Management
Considering Technology and the Implementation Process
- Service Management Technologies – Common Requirements
- Criteria for Evaluating Tools and Technology
- Procedures for Process Implementation and Practice
- Challenges, CSFs, and Risks of Implementing Processes and Practices
- Service Management Technologies – Planning and Implementation Phase
Prerequisites
TOPBefore attending this course, students should have:
- ITIL Foundation certification
- At least two to four years of experience in the IT service 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.
Who Should Attend
TOPThis course is intended for:
- Business Managers
- Supplier Relationship Managers
- IT Managers
- Professionals in the IT service management field
