ITIL: Service Offerings and Agreement: an integrated approach

The course is designed for IT managers responsible for the quality of services provided (Service Manager) and IT Solution Architects (Solution Manager, IT System Architect) to gain insight into best practices in the formation and delivery of services, and the formation of service services of any (including digitalized) forms.
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Open training

5 days
40 hours

Venue: online

Group: recruited

Program: standard

70 000 hrn
60 000* hrn
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* promotional price is valid for a limited time

Corporate training

5 days*
40 hours

Venue: online or in your office

Group: members of your company

Program: takes into account the characteristics of the customer

* the number of days may vary depending on the customer's wishes
By arrangement*
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* the price is formed depending on the needs of the customer

Closest events

No events available.

Features

Language: Ukrainian, English, Finnish, Arabic, Hebrew

Program: includes practical classes

Certificate: students will receive a certificate of attendance and additional materials in electronic form.

Coach Kochukov Andrey

Experience: 25+ years of teaching various management practices and business processes. Conducting audits of companies around the world and setting up their management solutions.

Education: ICI, Brussels, Belgium Faculty of Sociology, full-time. Specialty Sociology Ph.D. Diploma

 

 

 

For whom?

The course is designed for IT managers responsible for the quality of services provided (Service Manager) and IT Solution Architects (Solution Manager, IT System Architect) to gain insight into best practices in the formation and delivery of services, and the formation of service services of any (including digitalized) forms.

Programm

  • Basic principles of service management
  • Services, their parameters and characteristics
  • ITSM processes and functions
  • Life cycle of services
  • Levels of service delivery
  • Process maturity levels and their impact on the IT organization
  • Basic principles of process modeling
  • Practical work on studying the IDEF0 standard
  • SOA processes and their place in the service life cycle.
  • Goal, objectives and role of SOA processes in the service life cycle
  • Portfolio and service catalog management
  • General description of processes: purpose, tasks, scope, basic concepts, activities.
  • Details of process activities
  • Methods and techniques
  • Business catalog and technical catalog
  • Links between services in the catalog
  • Practical work: designing a service catalog
  • Service specifications
  • Practical work. Building a specification – describing the value of services, defining service parameters, defining service levels
  • Process automation
  • Service level management (SLM)
  • General description of the process: goal, objectives, scope, basic concepts, activities, roles and relationships
  • Signs of absence and benefits of organizing the process
  • Details of process activities
  • Methods and techniques
  • Organization of the process
  • Practical work: decomposition of a graphical process diagram
  • Practical work: creating a textual description of the process
  • Key performance indicators of the process
  • Practical work: development of key indicators of the SLM process
  • Service level agreement
  • Development of SLA. Managing expectations
  • Practical work: agreeing on service parameters
  • Composition and structure of SLA
  • Practical work: creating an SLA template
  • Calculating the cost of services
  • Process management and optimization. Monitoring and reporting
  • Process roles