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> Formations > Technologies numériques > Management des Systèmes d'Information > Référentiels ITIL®, ISO, COBIT®... > Formation ITIL® 3/2011 Capability, Service Offerings & Agreements, certification > Formations > Technologies numériques > Formation ITIL® 3/2011 Capability, Service Offerings & Agreements, certification

ITIL® 3/2011 Capability, Service Offerings & Agreements, certification

tutorat inclus

ITIL® 3/2011 Capability, Service Offerings & Agreements, certification

tutorat inclus
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ITIL® is comprised of five core publications: Service Strategy (SS), Service Design (SD), Service Transition (ST), Service Operations (SO) and Continual Service Improvement (CSI). It promotes alignment with the business as well as improvement in operational efficiency. The official ITIL® qualification scheme, owned by AXELOS, describes two streams, the Service Lifecycle Stream and the Service Capability stream: The Service Lifecycle stream focuses on ITIL® practices within the Service Lifecycle context. The prime focus is the Lifecycle itself as well as the processes and practice elements used within it. The Service Capability stream is for those who wish to obtain an in depth understanding of specific ITIL® processes and roles. The primary focus is on process activities, process execution and use throughout the IT Service Lifecycle. The ITIL® Intermediate Qualification: Service Offerings and Agreements (SOA) Certificate is a free-standing qualification, but is also part of th


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Parcours en ligne

Réf : YTA
  35 h
Prix : 875 € HT
Langue : FR
Cette formation est également disponible en anglais.




ITIL® is comprised of five core publications: Service Strategy (SS), Service Design (SD), Service Transition (ST), Service Operations (SO) and Continual Service Improvement (CSI). It promotes alignment with the business as well as improvement in operational efficiency. The official ITIL® qualification scheme, owned by AXELOS, describes two streams, the Service Lifecycle Stream and the Service Capability stream: The Service Lifecycle stream focuses on ITIL® practices within the Service Lifecycle context. The prime focus is the Lifecycle itself as well as the processes and practice elements used within it. The Service Capability stream is for those who wish to obtain an in depth understanding of specific ITIL® processes and roles. The primary focus is on process activities, process execution and use throughout the IT Service Lifecycle. The ITIL® Intermediate Qualification: Service Offerings and Agreements (SOA) Certificate is a free-standing qualification, but is also part of th

Objectifs pédagogiques

À l’issue de la formation, le participant sera en mesure de :
  • The value to the business of SOA activities
  • How the SOA processes rely on a good business case
  • How the SOA processes rely on a good understanding of return on investment (ROI)
  • Processes across the Service Lifecycle pertaining to the service offerings and agreements curriculum
  • SOA roles and responsibilities
  • Technology and implementation considerations
  • Challenges, critical success factors and risks
  • In addition, the training for this qualification should include examination preparation, and an opportunity for a mock e
  • The value to the business of SOA activities
  • How the SOA processes rely on a good business case
  • How the SOA processes rely on a good understanding of return on investment (ROI)
  • Processes across the Service Lifecycle pertaining to the service offerings and agreements curriculum
  • SOA roles and responsibilities
  • Technology and implementation considerations
  • Challenges, critical success factors and risks
  • In addition, the training for this qualification should include examination preparation, and an opportunity for a mock e

Objectifs pédagogiques

Public concerné

IT Managers, Operational staff, and anyone requiring a deeper knowledge of or who are involved in the Service Offerings & Agreements cluster of processes and functions.

Public concerné

Prérequis

An ITIL® Foundation certificate is required and preferably two years work experience in an IT Service Management environment.

Prérequis

Programme de la formation

COURSE INTRODUCTION
  • Introduction
  • Lifecycle approach and structure
  • IT Service Management definition
  • Creating value, Utility and Warranty
  • Monitor and measure
  • Process definition and characteristics
  • Service Offering and Agreement
  • SOA Service Strategy processes
  • Service Value and SOA
  • Organizing ITSM
  • Strategy Management
  • Strategic, tactical and operational linkages
  • Design Coordination
  • Scope and Flow of Service design
  • Identifying Service Requirements
  • ROI, Business Case and SOA
  • ITIL® Certification Scheme
  • Introduction
  • Lifecycle approach and structure
  • IT Service Management definition
  • Creating value, Utility and Warranty
  • Monitor and measure
  • Process definition and characteristics
  • Service Offering and Agreement
  • SOA Service Strategy processes
  • Service Value and SOA
  • Organizing ITSM
  • Strategy Management
  • Strategic, tactical and operational linkages
  • Design Coordination
  • Scope and Flow of Service design
  • Identifying Service Requirements
  • ROI, Business Case and SOA
  • ITIL® Certification Scheme
  • Introduction
  • Lifecycle approach and structure
  • IT Service Management definition
  • Creating value, Utility and Warranty
  • Monitor and measure
  • Process definition and characteristics
  • Service Offering and Agreement
  • SOA Service Strategy processes
  • Service Value and SOA
  • Organizing ITSM
  • Strategy Management
  • Strategic, tactical and operational linkages
  • Design Coordination
  • Scope and Flow of Service design
  • Identifying Service Requirements
  • ROI, Business Case and SOA
  • ITIL® Certification Scheme
  • Introduction
  • Lifecycle approach and structure
  • IT Service Management definition
  • Creating value, Utility and Warranty
  • Monitor and measure
  • Process definition and characteristics
  • Service Offering and Agreement
  • SOA Service Strategy processes
  • Service Value and SOA
  • Organizing ITSM
  • Strategy Management
  • Strategic, tactical and operational linkages
  • Design Coordination
  • Scope and Flow of Service design
  • Identifying Service Requirements
  • ROI, Business Case and SOA
  • ITIL® Certification Scheme

SERVICE PORTFOLIO MANAGEMENT
  • Purpose and Objectives
  • Scope and Value to the Business
  • Service Catalog, Pipeline & Retired Services
  • Configuration Management System (CMS)
  • The Portfolio’s (Application, Customer, Project)
  • Service Models
  • Market Spaces and service Growth
  • Aligning Service Assets to outcomes
  • Portfolio Management through the Lifecycle
  • Designing the Service Portfolio
  • Overview, phases and steps
  • Triggers, Inputs, Outputs, Interfaces
  • Information Management
  • CSF’s and KPI’s, Challenges
  • Purpose and Objectives
  • Scope and Value to the Business
  • Service Catalog, Pipeline & Retired Services
  • Configuration Management System (CMS)
  • The Portfolio’s (Application, Customer, Project)
  • Service Models
  • Market Spaces and service Growth
  • Aligning Service Assets to outcomes
  • Portfolio Management through the Lifecycle
  • Designing the Service Portfolio
  • Overview, phases and steps
  • Triggers, Inputs, Outputs, Interfaces
  • Information Management
  • CSF’s and KPI’s, Challenges
  • Purpose and Objectives
  • Scope and Value to the Business
  • Service Catalog, Pipeline & Retired Services
  • Configuration Management System (CMS)
  • The Portfolio’s (Application, Customer, Project)
  • Service Models
  • Market Spaces and service Growth
  • Aligning Service Assets to outcomes
  • Portfolio Management through the Lifecycle
  • Designing the Service Portfolio
  • Overview, phases and steps
  • Triggers, Inputs, Outputs, Interfaces
  • Information Management
  • CSF’s and KPI’s, Challenges
  • Purpose and Objectives
  • Scope and Value to the Business
  • Service Catalog, Pipeline & Retired Services
  • Configuration Management System (CMS)
  • The Portfolio’s (Application, Customer, Project)
  • Service Models
  • Market Spaces and service Growth
  • Aligning Service Assets to outcomes
  • Portfolio Management through the Lifecycle
  • Designing the Service Portfolio
  • Overview, phases and steps
  • Triggers, Inputs, Outputs, Interfaces
  • Information Management
  • CSF’s and KPI’s, Challenges

SERVICE CATALOG MANAGEMENT
  • Purpose and Objectives
  • Scope and Value to the Business
  • Service Catalog
  • Policies, Principles and Basic concepts
  • Catalog structure and policies
  • Process activities, methods and techniques
  • Triggers, Inputs, Outputs
  • Information Management
  • CSF’s and KPI’s, Challenges and risks
  • Purpose and Objectives
  • Scope and Value to the Business
  • Service Catalog
  • Policies, Principles and Basic concepts
  • Catalog structure and policies
  • Process activities, methods and techniques
  • Triggers, Inputs, Outputs
  • Information Management
  • CSF’s and KPI’s, Challenges and risks
  • Purpose and Objectives
  • Scope and Value to the Business
  • Service Catalog
  • Policies, Principles and Basic concepts
  • Catalog structure and policies
  • Process activities, methods and techniques
  • Triggers, Inputs, Outputs
  • Information Management
  • CSF’s and KPI’s, Challenges and risks
  • Purpose and Objectives
  • Scope and Value to the Business
  • Service Catalog
  • Policies, Principles and Basic concepts
  • Catalog structure and policies
  • Process activities, methods and techniques
  • Triggers, Inputs, Outputs
  • Information Management
  • CSF’s and KPI’s, Challenges and risks

SERVICE LEVEL MANAGEMENT
  • Purpose and Objectives
  • Scope and Value to the Business
  • Policies, Principles and Basic concepts
  • SLA’s and OLA’s, SLA Frameworks
  • Document Relationships
  • Producing SLR’s, Monitoring Performance
  • Producing Service Reports
  • Service reviews and improvements
  • SIP’s, KPI’s, Information Management
  • Challenges and CSF’s, Risks and Good Practices
  • Triggers, Inputs, Outputs, Interfaces
  • Common SLM issues, OLA sample
  • Purpose and Objectives
  • Scope and Value to the Business
  • Policies, Principles and Basic concepts
  • SLA’s and OLA’s, SLA Frameworks
  • Document Relationships
  • Producing SLR’s, Monitoring Performance
  • Producing Service Reports
  • Service reviews and improvements
  • SIP’s, KPI’s, Information Management
  • Challenges and CSF’s, Risks and Good Practices
  • Triggers, Inputs, Outputs, Interfaces
  • Common SLM issues, OLA sample
  • Purpose and Objectives
  • Scope and Value to the Business
  • Policies, Principles and Basic concepts
  • SLA’s and OLA’s, SLA Frameworks
  • Document Relationships
  • Producing SLR’s, Monitoring Performance
  • Producing Service Reports
  • Service reviews and improvements
  • SIP’s, KPI’s, Information Management
  • Challenges and CSF’s, Risks and Good Practices
  • Triggers, Inputs, Outputs, Interfaces
  • Common SLM issues, OLA sample
  • Purpose and Objectives
  • Scope and Value to the Business
  • Policies, Principles and Basic concepts
  • SLA’s and OLA’s, SLA Frameworks
  • Document Relationships
  • Producing SLR’s, Monitoring Performance
  • Producing Service Reports
  • Service reviews and improvements
  • SIP’s, KPI’s, Information Management
  • Challenges and CSF’s, Risks and Good Practices
  • Triggers, Inputs, Outputs, Interfaces
  • Common SLM issues, OLA sample

DEMAND MANAGEMENT
  • Purpose and Objectives
  • Scope and Value to the Business
  • Supply and Demand
  • Gearing Service Assets
  • Demand Management through the Lifecycle
  • Demand Forecasting, User Profiles
  • Activity Based Demand Management
  • Managing Demand of Services
  • Triggers, Inputs, Outputs, Interfaces
  • Information Management
  • CSF’s and KPI’s, Challenges & Risks
  • Purpose and Objectives
  • Scope and Value to the Business
  • Supply and Demand
  • Gearing Service Assets
  • Demand Management through the Lifecycle
  • Demand Forecasting, User Profiles
  • Activity Based Demand Management
  • Managing Demand of Services
  • Triggers, Inputs, Outputs, Interfaces
  • Information Management
  • CSF’s and KPI’s, Challenges & Risks
  • Purpose and Objectives
  • Scope and Value to the Business
  • Supply and Demand
  • Gearing Service Assets
  • Demand Management through the Lifecycle
  • Demand Forecasting, User Profiles
  • Activity Based Demand Management
  • Managing Demand of Services
  • Triggers, Inputs, Outputs, Interfaces
  • Information Management
  • CSF’s and KPI’s, Challenges & Risks
  • Purpose and Objectives
  • Scope and Value to the Business
  • Supply and Demand
  • Gearing Service Assets
  • Demand Management through the Lifecycle
  • Demand Forecasting, User Profiles
  • Activity Based Demand Management
  • Managing Demand of Services
  • Triggers, Inputs, Outputs, Interfaces
  • Information Management
  • CSF’s and KPI’s, Challenges & Risks

SUPPLIER MANAGEMENT
  • Purpose and Objectives
  • Scope and Concepts
  • Roles and Interfaces, Value
  • Supplier Management Concepts
  • Activities, Methods, Techniques
  • Key Metrics, Challenges CSF's and Risks
  • Triggers, Inputs, Outputs
  • Purpose and Objectives
  • Scope and Concepts
  • Roles and Interfaces, Value
  • Supplier Management Concepts
  • Activities, Methods, Techniques
  • Key Metrics, Challenges CSF's and Risks
  • Triggers, Inputs, Outputs
  • Purpose and Objectives
  • Scope and Concepts
  • Roles and Interfaces, Value
  • Supplier Management Concepts
  • Activities, Methods, Techniques
  • Key Metrics, Challenges CSF's and Risks
  • Triggers, Inputs, Outputs
  • Purpose and Objectives
  • Scope and Concepts
  • Roles and Interfaces, Value
  • Supplier Management Concepts
  • Activities, Methods, Techniques
  • Key Metrics, Challenges CSF's and Risks
  • Triggers, Inputs, Outputs

FINANCIAL MANAGEMENT FOR IT SERVICES
  • Enterprise Financial Management Policies
  • Purpose and Objectives
  • Scope and Value the Business
  • Overview (Budgeting, Accounting, Charging, Funding)
  • Triggers, Inputs, Outputs, Interfaces
  • Information Management
  • CSF's and PKI's Challenges and Risks
  • Enterprise Financial Management Policies
  • Purpose and Objectives
  • Scope and Value the Business
  • Overview (Budgeting, Accounting, Charging, Funding)
  • Triggers, Inputs, Outputs, Interfaces
  • Information Management
  • CSF's and PKI's Challenges and Risks
  • Enterprise Financial Management Policies
  • Purpose and Objectives
  • Scope and Value the Business
  • Overview (Budgeting, Accounting, Charging, Funding)
  • Triggers, Inputs, Outputs, Interfaces
  • Information Management
  • CSF's and PKI's Challenges and Risks
  • Enterprise Financial Management Policies
  • Purpose and Objectives
  • Scope and Value the Business
  • Overview (Budgeting, Accounting, Charging, Funding)
  • Triggers, Inputs, Outputs, Interfaces
  • Information Management
  • CSF's and PKI's Challenges and Risks

BUSINESS RELATIONSHIP MANAGEMENT
  • Purpose and Objectives
  • Scope, BRM & SLM
  • BRM and ITSM processes
  • Value to the Business
  • Customer Portfolio and Satisfaction
  • Service requirements
  • BRM Activities & Lifecycle Processes
  • Triggers, Inputs, Outputs, Interfaces
  • Information Management
  • CSF's and PKI's, Challenges & Risks
  • Purpose and Objectives
  • Scope, BRM & SLM
  • BRM and ITSM processes
  • Value to the Business
  • Customer Portfolio and Satisfaction
  • Service requirements
  • BRM Activities & Lifecycle Processes
  • Triggers, Inputs, Outputs, Interfaces
  • Information Management
  • CSF's and PKI's, Challenges & Risks
  • Purpose and Objectives
  • Scope, BRM & SLM
  • BRM and ITSM processes
  • Value to the Business
  • Customer Portfolio and Satisfaction
  • Service requirements
  • BRM Activities & Lifecycle Processes
  • Triggers, Inputs, Outputs, Interfaces
  • Information Management
  • CSF's and PKI's, Challenges & Risks
  • Purpose and Objectives
  • Scope, BRM & SLM
  • BRM and ITSM processes
  • Value to the Business
  • Customer Portfolio and Satisfaction
  • Service requirements
  • BRM Activities & Lifecycle Processes
  • Triggers, Inputs, Outputs, Interfaces
  • Information Management
  • CSF's and PKI's, Challenges & Risks

SOA ROLES AND RESPONSIBILITIES
  • Service Offering and Agreement Roles
  • Roles and Responsibilities
  • Service Offering and Agreement Roles
  • Roles and Responsibilities
  • Service Offering and Agreement Roles
  • Roles and Responsibilities
  • Service Offering and Agreement Roles
  • Roles and Responsibilities

TECHNOLOGY AND IMPLEMENTATION CONSIDERATIONS
  • Generic Tool Requirements
  • Evaluation Criteria, Good Practices
  • Challenges, CSF's, and Risks
  • Plan and implement ITSM technologies
  • Generic Tool Requirements
  • Evaluation Criteria, Good Practices
  • Challenges, CSF's, and Risks
  • Plan and implement ITSM technologies
  • Generic Tool Requirements
  • Evaluation Criteria, Good Practices
  • Challenges, CSF's, and Risks
  • Plan and implement ITSM technologies
  • Generic Tool Requirements
  • Evaluation Criteria, Good Practices
  • Challenges, CSF's, and Risks
  • Plan and implement ITSM technologies

APPENDICES
  • Case study and exercices
  • Mock exams and rationale
  • Glossary, Forms
  • Case study and exercices
  • Mock exams and rationale
  • Glossary, Forms
  • Case study and exercices
  • Mock exams and rationale
  • Glossary, Forms
  • Case study and exercices
  • Mock exams and rationale
  • Glossary, Forms


Programme de la formation

Inclus

Tutorat
Bénéficiez de l’accompagnement d’un formateur expert du domaine pour vous guider et renforcer votre apprentissage.

Inclus

Points forts

  • Formation scénarisée et gamifiée
  • Séquences de courte durée
  • Activités digitales variées et illimitées pendant 1 an
  • Partage d’expérience et activités sociales
  • Tutorat personnalisé inclus
  • Accès multi-device (smartphone, tablette ou ordinateur)

Points forts

Solutions de financement

Selon votre situation, votre formation peut être financée par :
  • Le plan de développement des compétences de votre entreprise : rapprochez-vous de votre service RH.
  • Le dispositif FNE-Formation.
  • L’OPCO (opérateurs de compétences) de votre entreprise.
  • Pôle Emploi sous réserve de l’acceptation de votre dossier par votre conseiller Pôle Emploi.
  • Le plan de développement des compétences de votre entreprise : rapprochez-vous de votre service RH.
  • Le dispositif FNE-Formation.
  • L’OPCO (opérateurs de compétences) de votre entreprise.
  • Pôle Emploi sous réserve de l’acceptation de votre dossier par votre conseiller Pôle Emploi.
Contactez nos équipes pour en savoir plus sur les financements à activer.

Solutions de financement