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itil v3 intermediate training bangalore-SkillMetrix

itil v3 intermediate training bangalore-SkillMetrix

Ejipura, Bangalore

27,000

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1 Interested

About the Course


ITIL® Service, Offerings & Agreement:By implementing ITIL® Service Offerings and Agreement best practices, IT departments can ensure high levels of customer satisfaction by integrating demand and supplier management with the service portfolio and service catalog. In this course, you learn how to plan, implement and optimize the Service Offerings and Agreement processes and gain the skills required to take the ITIL® Intermediate Qualification: Service Offerings and Agreement Certification Exam.

Topics Covered

Course Outline
• Introduction and Overview
• Service Portfolio and Service Catalog Management Principles of Service Portfolio Management (SPM)
• Integrating the Service Catalog into the Service Portfolio
• Service Level Management (SLM)
• Service Management goals
• The Service Management process
• Demand and Supplier Management
• Demand Management
• Supplier Management
• Financial Management
• Principles of Service Economics
• Roles and Responsibilities
• Technology and Implementation Considerations

Who should attend

Target Group

• 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 organization
• IT professionals that are working within an organization 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.

Pre-requisites

Prerequisite

ITIL® V3 Foundation Certificate or ITIL® V2 Foundation plus Bridge Certificate and completion of an accredited Course from an ITIL® Accredited Training Provider

What you need to bring

We provide courseware hardcopy""

Key Takeaways

Learning Objectives
• Documenting current and prospective services
• Producing a Service Catalog from a business and technical viewpoint
• Identifying patterns of activity through demand management
• Applying Continual Service Improvement
• Prepare for and take the ITIL® Intermediate Qualification: Service Offerings and Agreement Exam
• Outline key activities for the Service Offerings and Agreement processes in the context of the Service Lifecycle
• Achieve operational excellence by using the Service Offerings and Agreement processes, activities and functions
• Measure the success of Service Offerings and Agreement by applying key metrics
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About the Trainer

Chandresh Adhiya

IQM & Service Management Strategists Certified ITIL Expert, PMP, ISO 20000 & CobiT Certified,Practitioner for Six Sigma, ISMS & SCRUM


Experience Highlights:

Chandresh had been delivering various assignments based on various frameworks, best practices and standards like ITIL, CobiT, Six Sigma, PMBoK, ISO 27001, and SCRUM etc
• Professional Training and Development for ITIL v2/v3 and Assistance in Examination Preparation for Certification.
• Strategic Assessment, Improvement, and Design/Development of IT Operations Management and IT Service Management Programs/Frameworks.
• Enterprise Information Technology Service Management and Operations Framework Design, Development, and Improvement.
• Compliance Reviews and Audits of the Design and Implementation of Information Technology Organization Structure and Information Technology Processes, Policies, and Procedures.

Illustrative Experiences:

• Worked as an ITSM Strategist to design ITSM framework components based on ITIL v2/v3 and ISO 20000 for leading clients across Asia and in the Middle East region.
• Has many successful IQM based outcomes improvement projects to his credit
• Was involved in implementing ITSM Frameworks using various tools including OTRS, NagiOS, Remedy on different scales.
• Served in multiple IT management and operation roles starting from first level support, technical supervisor, IT project manager, to head of IT operations
• Has delivered ITIL Foundation, Practitioner, and Manager Certification trainings for national and multinational clients across various geographies, including the Middle East region, and prepared a total of more than 4000 attendees for ITIL certification exams.
Background:

• Spent over ten years in IT Service operations at various level starting from first level support to the technical supervisor managing entire team
• Spent one year heading of IT Operations for the organization along with implementing open source ticketing system OTRS. This ticketing system is now not only being utilized by IT department but all the support functions including Admin, HR and Accounts.
• After understanding various operational pressure and bottlenecks the need for service improvement lead to working on ITIL framework for over four years
• Besides having worked on ITIL Framework as trainer, consultant and implementer, have worked on various other practices like CobiT & Project Management
• Have done various assignments on ITIL / ISO 20000 & CobiT consulting and implementations along with various open source tools like OTRS & NagiOS. Have also got in-depth understating of Remedy tool
• Has led many process design & improvement initiatives by ensuring ROI objectives of organizations are met in the multi-vendor multiple geography environments
• Areas of Expertise/Specialization:
• Professional Training and Development for ITIL v2/v3 and Assistance in Examination Preparation for Certification.
• Strategic Assessment, Improvement, and Design/Development of IT Operations Management and IT Service Management
• Programs/Frameworks.
• Enterprise Information Technology Service Management and Operations Framework Design, Development, and
• Improvement.
• Compliance Reviews and Audits of the Design and Implementation of Information Technology Organization Structure and
• Information Technology Processes, Policies, and Procedures.
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Course Id: 11462