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ITIL Service Offerings & Agreements (SOA)

A five-day SOA training – a combination of numerous practical exercises with a big dose of knowledge about managing the portfolio of IT services, the level of service provision, the agreements with clients and contracts with suppliers.

PREREQUISITES

One of the following ITIL® Foundation certificates:

  • 2011
  • V3
  • V2 and ITIL® Foundation Bridge
COURSE OBJECTIVES
  • In-depth understanding of the ITIL® processes and roles supporting the management of service portfolio, agreements, and finance of IT
  • Enabling participants to master the key ITIL® processes needed to develop service offerings and agreements according to the IT organization strategy
  • Delivering the necessary knowledge, by means of controlled practice, on how to adopt and adapt the ITIL® practices within an IT organization, taking into consideration their resources, capabilities and constraints
AUDIENCE

Service Level Managers, IT Supplier Managers, Business Relationships Managers, Financial Managers, Service Owners, managers and executives who are responsible for the delivery of IT services in an organization.

COURSE FORM

Mix of instructor-led training (40%) and hands-on exercises (60%)

EXAM
  • Multiple choice test; 8 questions, gradient scored, scenario-based
  • Pass mark: 70% (28 out of 40)
  • Open book: no
  • Electronic devices permitted: no
  • Time allocation: 90/120 mins.
WE OFFER

Classes conducted by an accredited trainer; accredited by Axelos course materials; interactive revision sessions as well as additional handouts useful for preparation for the exam; unlimited coffee breaks and lunch (refers to classes located in Sii); ability to participate in the accredited exam; certificates.

Partners

  • Quint Wellington Redwood
Training scope
  • In-depth review of the key processes needed to support service offerings and agreements, and their associated activities, roles, responsibilities, challenges, risks, and critical success factors: Strategy Management for IT Services, Business Relationship Management, Financial Management, Demand Management, Service Portfolio Management and Service Catalogue Management, Service Level Management and Supplier Management
  • Value to the business of the SOA processes
  • Technology and implementation consideration
  • Important consideration for continual improvement of these processes
  • Mock exam
  • Accredited exam
  • The number of participants : 8-15 people
  • Duration : 5 days
  • Language : Polish/English
  • Course material : English
  • Exam : English

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