Using the principles of ITIL® Service Catalog

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Course e-learning

 

Course Description:
The Service Catalog qualification looks at new ways to control demand, publish and track service pricing and cost as well as 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. Organizations 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

Delivery:
Instructor-led classroom.

 Payment Options

Payment Options

Venues:

Click here to find our venues around East Africa. Africa Value Solutions (AVS) has partnered with a number of hotels in the East African region to offer quality and affordable conference training facilities. AVS through our regional  partner network is capable of organizing training’s in any town in Kenya, Uganda, Tanzania, Rwanda, Burundi and South Sudan.  AVS can also arrange for In-house training’s.

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



Africa Value Solutions currently offer the following ITIL® courses: 

Africa Value Solutions LTD (AVS) | Co-operative Bank Building | Suite 405, 4th Floor | Ngong Road | Ngong Town | Kenya.

Email: info@avs.co.ke | Website: www.avs.co.ke | Tel: +254 (0) 77 555 1119 | Skype: reriani

Africa Value Solutions LTD is a Subsidiary of Faida Ventures LTD

PRINCE2, ITIL,  M_O_R are Registered Trade Marks of AXELOS Limited in the United Kingdom and other countries.