This course is provided by Wintrac.
Wintrac provides one stop shopping for all your IT
training needs. Wintrac’s course catalog of over two thousand courses includes courses on
ITIL training
ITIL Training Overview
The primary goal of IT Service Management (ITSM) is to deliver quality IT services that enable desired business outcomes. To do this, service providers perform a precarious balancing act. They must build and maintain customer relationships, manage demand and patterns of business activities and align internal and external suppliers, all while maintaining fiscal responsibility and making sound IT investments. The ITIL Capability Course - Service Offerings and Agreements (SOA) - provides best practice process knowledge required to navigate these waters into the safe harbor of customer satisfaction and continual service improvement.
Embedded into the course is our unique virtualization, Living the Lifecycle®. Woven through all of our ITIL Certification classes, it brings ITIL processes and concepts to life. Within a virtual business environment, we introduce a service and then follow it from strategic decision through implementation. Living the Lifecycle® successfully enables active learning by encouraging participants to:
- Discuss and understand pure ITIL concepts
- Apply concepts to a “neutral” real world situation
- Learn different perspectives
- Reinforce examinable concepts
ITIL Training Learning Objectives
Upon successful completion learners will understand:
- Service Management as a practice
- Service Offerings and Agreements processes
- Service Portfolio and Service Catalog Management
- Service Level Management
- Demand Management including Patterns of Business Activity
- Supplier and Financial Management
- Business Relationship Management
- Operational activities of the processes covered in other lifecycle phases
- Organizing for Service Operation Functions that perform SOA activities
- SOA roles and responsibilities
- Technology and implementation considerations
- Challenges, critical success factors, risks
- Continual Service Improvement (CSI)
Course Certification
Successfully passing (70%) the 90 minute exam, consisting of eight (8) complex, multiple choice, scenario-based questions, leads to the ITIL Intermediate Certificate.
Course duration
5 days
Diploma
We are licensed by the Commission for Independent Education, Florida Department of Education to offer occupational IT Service Management Professional (ITSMP)® Diplomas. This course earns ITSMP® students credits (38 Clock Hours) toward their Service Level Manager Diplomas.
ITIL EXPERTTM
Earn 4 credits of the 22 required to achieve the ITIL Expert™ Certification.
ITIL Training Prerequisites
Candidates for this course have:
- ITIL Foundation – obtained through ITIL V3 Foundation or Bridge Course
- 2 to 4 years IT Service Management experience
- Completed a minimum of 12 hours of personal study
Audience
The primary audience is:
- IT and Business Professionals, as well as Process Owners, requiring deep role-based knowledge of the SOA processes
- Individuals seeking to achieve the ITIL Master or ITIL Expert™ Certification
PROJECT MANAGEMENT INSTITUTE (PMI®) PROFESSIONAL DEVELOPMENT UNITS (PDUs)
We are recognized by PMI® as a Global Registered Education Provider (R.E.P.). Learners who are Project Management Professionals earn 38 PDUs upon completion of this course
Instructors
As with all our Training, our instructors have successful track records as IT professionals and bring that acumen into the classroom. Utilizing the highest quality content, trainers blend their real life experiences into lively classroom discussion. Trainers for this course are ITIL Experts™, SOA Certified and have completed our SOA Train-the-Trainer Program.
Course/Student Materials
- Five (5) Days of Instructor Led Education (30 Contact Hours)
- Learner Manual (excellent post-class reference)
- Study Aids and Sample Exams, Exam Preparation
- Participation in a Unique Series of Case Study-Based Exercises - Living the Lifecycle®
- In-Class Examination
- Note: The ITIL core library books are not included. Learners must bring their own copies of Service Strategy and Service Design to class and have access to the full suite
Delivery Methods
- Public Classroom
- Corporate Classroom
- Courseware Licensing
Course Logistics
- Prerequisite Certification must be Provided Prior to Class Start
- Contact Hours is 30
- Maximum Learners per Instructor is 18
- Traditional Classroom or U-shaped Seating Arrangement
- 2 break-out Rooms where Available - Whiteboard, Flipchart, Projector
