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.

Bestemd voor

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.

Benodigde kennis

Candidates wishing to be trained and examined for this qualification must already hold the ITIL® Foundation Certificate in IT Service Management (the V3 Foundation or V2 Foundation plus Bridge Certificate). Inschrijven