Service Offerings and Agreements (SOA)

The ITIL Intermediate Qualification: Service Offerings and Agreements (SOA) Certificate is a freestanding qualification, but is also part of the ITIL Intermediate Capability stream, and one of the modules that leads to the ITIL Expert in IT Service Management Certificate.

The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in Service Management as documented in the ITIL Service Lifecycle corepublications. The ITIL Certificate in Service Offerings and Agreements is intended to enable the holders of thecertificate to apply the practices during the Service Management Lifecycle.

Target Group

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

Individuals who have attained the V3 ITIL Foundation certificate in Service Management, or the V3 Foundation Bridge certificate 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 organisation.

IT professionals that are working within an organisation 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. This may include but is not limited to, IT professionals, business managers and business process owners.



Learning Objectives

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

Forkunnskaper

ITIL Foundation sertifikat (V3 Foundation eller V2 Foundation pluss Foundation Bridge)

Har du spørsmål om kurset ta kontakt på telefon 23205100 eller mail kurs@syscomworld.com

Avbestilling; Avbestilling av kurs må skje minimum tre uker før kursstart. Ved senere avbestilling belastes hele kursavgiften.

Kansellering; Ved for få påmeldte kursdeltakere forbeholder vi oss retten til å kansellere kurs. Det vil bli informert om eventuell kansellering to uker i forkant av kursdato.

Kurset holdes på engelsk.

Syscom

Påmelding

Tid *
Klokken:
09-16
Varighet:
4 dager
Kursmatriell:
Inkludert
Avbestilling:
må skje innen tre uker før kursstart. Ved senere avbestilling belastes hele kursavgiften.
Forkunnskaper:
ITIL Foundation v3 sertifikat
Veibeskrivelse (Kart URL):



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