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In this course, you will be immersed in the practical aspects of the ITIL® service lifecycle and processes associated with service offerings and agreements as they relate to services and service delivery. You will focus on the operational-level process activities and supporting methods and learn to execute these processes in a practical, hands-on learning environment. This course includes lecture, exercises, and scenario-based exam questions to increase your understanding of the core disciplines of ITIL® best practices and position you to successfully complete the associated exam.

The main process focus areas of this course include:
- Business relationship management
- Service portfolio management
- Financial management for IT services
- Demand management
- Service catalogue management
- Service level management
- Supplier management

Outline

    1. Service Offerings and Agreements
      1. How Service Offerings and Agreements Practices Support the Service Lifecycle
      2. Purpose, Objectives, Scope, and Value of Strategy Management for IT Services and the Design Coordination Process
      3. Successful Services Depend on the Customer's Perception of Utility and Warranty
      4. The relevance of Business Cases and Return-on-Investment to Service Offerings and Agreements Practices
    2. Business Relationship Management
      1. Purpose, Objectives, and Scope
      2. Business Value
      3. Policies, Principles, and Basic Concepts
      4. Triggers, Inputs, Outputs, and Process Interfaces
      5. Information Management within the Business Relationship Management Process
      6. CSFs and KPIs
      7. Challenges and Risks
      8. Key Roles and Responsibilities
    3. Service Portfolio Management
      1. Service Portfolio
      2. Purpose, Objectives, and Scope
      3. Business Value
      4. Policies, Principles, and Basic Concepts
      5. Triggers, Inputs, Outputs, and Process Interfaces
      6. Information Management within the Service Portfolio Management Process
      7. CSFs and KPIs
      8. Challenges and Risks
      9. Key Roles and Responsibilities
    4. Financial Management for IT Services
      1. Purpose, Objectives, and Scope
      2. Business Value
      3. Policies, Principles, and Basic Concepts
      4. Triggers, Inputs, Outputs, and Process Interfaces
      5. Information Management within the Financial Management for IT Services Process
      6. CSFs and KPIs
      7. Challenges and Risks
      8. Key Roles and Responsibilities
    5. Demand Management
      1. Importance of Demand Management to Managing Services throughout their Lifecycle
      2. Purpose, Objectives, and Scope
      3. Business Value
      4. Policies, Principles, and Basic Concepts
      5. Triggers, Inputs, Outputs, and Process Interfaces
      6. Information Management within the Demand Management Process
      7. CSFs and KPIs
      8. Challenges and Risks
      9. Key Roles and Responsibilities
    6. Service Catalog Management
      1. Importance of the Service Catalog to the Service Lifecycle
      2. Purpose, Objectives, and Scope
      3. Business Value
      4. Policies, Principles, and Basic Concepts
      5. Triggers, Inputs, Outputs, and Process Interfaces
      6. Information Management within the Service Catalog Management Process
      7. CSFs and KPIs
      8. Challenges and Risks
      9. Production of a Service Catalog
      10. Key Roles and Responsibilities of Service Catalog Management
    7. Service Level Management
      1. Importance of Service Level Management to the Service Lifecycle
      2. Purpose, Objectives, and Scope
      3. Business Value
      4. Policies, Principles, and Basic Concepts
      5. Triggers, Inputs, Outputs, and Process Interfaces
      6. Information Management within the Service Level Management Process
      7. CSFs and KPIs
      8. Challenges and Risks
      9. Contents of Service and Operational Level Agreements (SLAs and OLAs)
      10. Key Roles and Responsibilities
    8. Supplier Management
      1. Purpose, Objectives, and Scope
      2. Business Value
      3. Policies, Principles, and Basic Concepts
      4. Triggers, Inputs, Outputs, and Process Interfaces
      5. Information Management within the Supplier Management Process
      6. CSFs and KPIs
      7. Challenges and Risks
      8. Key Roles and Responsibilities
    9. Technology and Implementation Considerations
      1. Generic Requirements for Service Management Technologies
      2. Evaluation Criteria for Technology and Tooling for Process Implementation
      3. Good Procedures for Practice and Process Implementation
      4. Challenges, CSFs, and Risks Related to Implementing Practices and Processes
      5. How to Plan and Implement Service Management Technologies

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With a team of dedicated and knowledgeable learning professionals having deep subject-matter expertise, NetCom Learning has serviced over 80% of Fortune 100 companies. We've helped over 10,000 organizations achieve their business goals by offering a full complement of Managed Learning Services, including IT and business training, curriculum design and content development, learning delivery and administration, consulting and advisory services, and management of learning technology.

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