ITIL ®—SERVICE OFFERINGS AND AGREEMENTS (SOA)
Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in ITIL ® Foundation Certificate which shall be presented as documentary evidence to gain admission.
Understanding of the importance of Service Management as a Practice concept and Service Operation Principles, Purpose and Objective;
The importance of ITIL® Service Offerings and Agreements while providing service;
How all processes in ITIL® Service Offerings and Agreements interact with other Service Lifecycle Processes;
The processes, activities, methods and functions used in each of the ITIL® Service Offerings and Agreements processes;
How to use the ITIL® Service Offerings and Agreements processes, activities and functions to achieve operational excellence;
Explain how to measure ITIL® Service Offerings and Agreements;
The importance of IT Security and its contributions to ITIL® Service Offerings and Agreements;
Understanding of technology and implementation considerations surrounding ITIL® Service Offerings and Agreements;
Challenges, Critical Success Factors and Risks associated to ITIL® Service Offerings and Agreements.
Method of Delivery
Presentation slides with the help of White Board.
The method of delivery is highly interactive and designed to present the information in memorable and manageable segments.
Each delegate/candidate will receive a comprehensive course handout containing all of the course slides and relevant supporting documentation.
Throughout the course, delegate’s understanding of the material will be tested through the use of interactive discussion and mock exam(s).
09:00 Hrs to 17:30 Hrs