ITIL®: Intermediate Capability Stream: Service Offerings & Agreements (SOA) Schulung

Haupt-Reiter

Schulungsprache

Dieser Kurs wird auf Deutsch und Englisch angeboten

Course Code

itilsoa

Dauer

28 Stunden (usually 4 days including breaks)

Voraussetzungen

Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management which shall be presented as documentary evidence to gain admission.

Überblick

The target group of the ITIL Certificate in Service Offerings and Agreements is: 

  • Individuals who have attained the ITIL Foundation certificate in Service Management and who wish to advance to higher level ITIL certifications.
  • Individuals who require a deep understanding of ITIL Certificate in the Service Offerings and Agreement processes and how it may be used to enhance the quality of IT service support within an organization. 
  • IT professionals that are working within an organization that has adopted and adapted ITIL who need to be informed about and thereafter contribute to an ongoing service improvement programme 
  • Operational staff involved in Service Portfolio Management; Service Catalogue Management; Service Level Management; Demand Management; Supplier Management; Financial Management and Business Relationship Management who wish to enhance their role-based capabilities.

Examination costs are not included.

Schulungsübersicht

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.

Public Classroom Public Classroom
Teilnehmer aus verschiedenen Organisationen. Die Themen können hier nicht angepasst werden.
Von 6210EUR
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Private Classroom Private Classroom
Die Teilnehmer sind aus einem Unternehmen. Externe Teilnehmer sind nicht erlaubt. Der Kurs ist speziell auf eine Gruppe zugeschnitten, Die Themen werden genau auf die Bedürfnisse der Teilnehmer abgestimmt.
Von 6210EUR
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Private Remote Private Remote
Der Anleiter und die Teilnehmer befinden sich an unterschiedlichen Orten und kommunizieren über das Internet miteinander.
Von 5410EUR
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Selbststudium Selbststudium
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The more delegates, the greater the savings per delegate. Table reflects price per delegate and is used for illustration purposes only, actual prices may differ.

Number of Delegates Public Classroom Private Classroom Private Remote
1 6210EUR 6210EUR 5410EUR
2 3695EUR 3670EUR 3270EUR
3 2857EUR 2823EUR 2557EUR
4 2438EUR 2400EUR 2200EUR
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