Why Global Knowledge?

Emphasis on Practicing, Not Preaching

Our courses maximize learning through intensive, hands-on exercises. Our experiential design puts theory into practice and dramatically improves your learning experience, professional development, and retention. It is the difference between memorizing facts and building competency. We use more challenging scenarios and offer greater detail and practice of each concept than traditional courses, so you will return to work more knowledgeable and with greater expertise.

Free Templates with Every Course

Creating templates to support your methodology is expensive and time consuming. We make it easy for you to adopt best practices quickly and easily by including our CD of 110 templates with this course. You can easily customize the templates for use throughout your organization.

Flexible Courses That Fit Your Needs

Building our courses with individual lesson objects allows us to easily customize a solution that meets the needs of your organization. From editing standard course curriculum to creating a custom course that complements the best practices of your organization, we have the experience and expertise to deliver exactly what you need.

Customization for Organizations

Using our SOLVE methodology (Surround, Originate, Launch, Validate, Evolve), we can assess your organization's unique learning needs and goals, design and implement a tailored solution, and provide continuous program improvements. We also offer curriculum-planning services to help maximize the return on your organization's training investment.

What You'll Learn

• Importance of Service Management as a practice concept and Service Operation principals, purpose and objective
• Importance of ITIL Service Offerings and Agreements while providing service
• How all processes in ITIL Service Offerings and Agreement interact with other Service Lifecycle Processes
• The processes, activities, methods, and functions used in each of the ITIL Service Offerings and Agreement processes
• Use the ITIL Service Offerings and Agreement processes, activities, and functions to achieve operational excellence
• Measure ITIL Service Offerings and Agreements
• Importance of IT Security and its contributions to ITIL Service Offerings and Agreements
• Technology and implementation considerations surrounding ITIL Service Offerings and Agreements
• Challenges, critical success factors, and risks associated with ITIL Service Offerings and Agreements

Who Needs to Attend

• IT operations, technical, or IT management personnel requiring more information about ITIL best practices
• Anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT

Pre-requisites

• ITIL v3 Foundation Certification (required)
• Two to four years of relevant work experience

Course Outlines

1. Introduction

2. Service Portfolio Management

3. Service Catalogue Management

4. Service Level Management

5. Demand Management

6. Supplier Management

7. Financial Management

8. Business Relationship Manager

9. Service Offerings and Agreement Roles and Responsibilities

10. Technology and Implementation Considerations

11. Exam Preparation/Mock Exam

12. Exam