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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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