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Using the principles of ITIL® Service Catalog |
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Course Description:
The Service Catalog qualification looks at new ways to control demand, publish and track service pricing and cost, and automate service request management and fulfillment.
Studies show that implementing a role-driven, online, searchable Catalog with standardized services can convert costly "information request", "status request," and "request for new service" calls into zero-cost, web-based, user self-service.
Service Catalog looks at common ordering of PC/desktop, telecommunication, collaboration, and support services, which can produce measurable results and which assures consistent service pricing and quality. Service Catalog also looks at ways to help reduce cycle time; implementing workflow can reduce the time it takes to fulfill services, saving numerous hours per request. Organization can thus reallocate precious staff time to more strategic initiatives.
Course and Learning Objectives:
Upon successful completion of the education and examination components related to this qualification, candidates can expect to be able to:
- Define and differentiate between the concepts and principles of the Service Catalog
- Define 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 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
- Take and pass the Service Catalog examination
Course Approach:
Participants will learn about the core elements of the ITIL® service catalog principle. An interactive approach is used combining lecture, discussion and case study experience to prepare participants for the APMG Service Catalog certification exam as well as providing valuable practical knowledge that can be rapidly applied in the workplace. Quint Wellington Redwood’s integrated case study deepens the participant’s appreciation of how ITIL® best practices can be applied in order to improve IT performance.
Course Student Material:
Students will receive a class workbook containing all of the presentation materials, course notes, case study and sample exams
Certificate:
APMG Service Catalog Certificate
Duration:
3 days
Course Delivery:
Classroom or Virtual Classroom
Languages:
English
Reference Materials:
Additional reference materials are not required for this course.
About the Examination:
The exam is closed book with forty (40) simple and complex multiple choice questions.
The pass score is 65% (26 out of 40 questions).
The exam lasts 75 minutes.
The exam can be taken in two formats:
Paper based or Online.
Prerequisites:
Candidates must already hold the ITIL® Foundation Certificate in IT Service Management.
Credits:
Project Management Institute –Professional Development Units (PDUs) = 7
Target Audience:
IT Professionals, IT Support Staff, Application, Project and Business Managers, Any member of an IT team involved in the delivery of IT Services. |
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