ITIL Practitioner: How To Define & Implement A Service Catalog According To ITIL Best Practices (Official ITIL V3 Complementary Guidance Course) Training Course
Course ID:
191495
Course Overview
This three-day course will teach you why the Service Catalog and its underlying service structure is the cornerstone of any IT Service Management program. You will also learn how to map IT services to business processes and functions. This map enables the shift from a focus on technology to a focus on services, improving communication and dialogue between IT and the business, and elevating the perception of value offered by IT. This business and IT mapping provides the following:
* A mutually appreciated frame of reference for IT/Business operations and investment partnership
* Consistent, repeatable service offerings and their requestable elements
* Demonstrated business value of IT
* A basis for service based costing and recovery
* Support for the automation of Request Fulfillment and service provisioning
An IT services organization must understand how to describe the services it provides in relationship to business value and outcomes. This service orientation begins with a clear understanding how to define services, which are then published in an actionable business and user-facing Service Catalog.
What You Will Learn
* Define and differentiate between the concepts and principles of the Service Catalog
* Understand and apply a consistent service definition methodology
* Describe a service offering, which is to be published in a Service Catalog
* Describe and explain the usage, benefits and relationships of the different views of the Service Catalog
* Describe the technology encounters to create, manage, use and maintain the Service Catalog
* Discuss and explain a project plan approach for the creation of a Service Catalog
* Explain the major challenges, Critical Success Factors (CSF) and risks associated with the Service Catalog
* Describe and explain the key components in the creation of a business case as it relates to a Service Catalog
* Demonstrate the major relationships and touch points with key processes
* Receive useful take-away documents including:
o Example service definitions
o Example service structures
o Service specification template
o Sample Service Level Agreement
o Sample Operating Level Agreement
o Sample job descriptions and role definitions
o Example project plan for creating a Service Catalog
o A complimentary copy of the bestselling Pink publication, Defining IT Success Through The Service Catalog
Take-Aways
* Identify and define your IT services and offerings
* Follow practical steps to align IT services with business services
* Publish your IT services in an actionable service catalog
* Integrate your Service Catalog process with other key IT management practices
* Tie your service catalog to your request fulfillment process
* Use your service structures to model IT services in your CMDB
* Establish and run a project to define and publish a service catalog
This course also prepares participants for the examination leading to the EI APMG International Service Catalog Certificate.
Course & Instructor Accreditation
Pink Elephant is globally accredited to provide ITIL education for the certification program. The organization is accredited by the Examination Institute for Information Science (EXIN), the Information Systems Examination Board (ISEB), and Loyalist Certification Services (LCS).
Your instructor is a highly experienced ITIL-certified member of Pink Elephant’s consulting team. Further, he or she is qualified to teach this course as defined by Pink Elephant’s internal Certified Trainer Program. You can expect to learn from an individual with the industry’s deepest knowledge on how to lead a successful implementation project. This knowledge is a direct result of Pink Elephant’s vendor neutrality – as well as many years of experience implementing ITIL® processes in a variety of organizations worldwide.
Who Should Attend & Prerequisites
* Individuals who require a detailed understanding of how to create a Service Catalog and how it may be implemented to enhance the quality of IT service provision within an organization
* IT professionals working within Service Level or Service Catalog Management, or about to start a project to create or re-design a Service Catalog
* Individuals seeking to further their knowledge and skills as part of an ITIL Professional Development in IT Service Management
*
ITSM Champion, or Executive in charge of the ITSM Program, or Service Catalog with the accountability of defining the organization’s services and gaining alignment for successful implementation
Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management, preferably in version 3. Your certificate must be presented as evidence to gain admission to this course.
Exam, Certifications & Awards
* This course prepares participants for the APMG Service Catalog Certificate. A 60-minute exam is scheduled on the last day of the course. It consists of 40 simple and complex multiple choice questions. To help prepare attendees for the final exam, a sample exam is delivered during the course. A passing mark of 65% is required to receive your certificate
* You will attain 1.5 ITIL credits
* You will attain 18 professional development units (PDUs) for Project Managers
* You will attain 1.8 Continuing Education Units
Class Size
Maximum class size is 16 students per instructor.
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| Location |
Date |
Type |
Duration |
Price |
1 course(s) |
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09/03/12
C
3 day(s)
$1718.40
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