ITIL Service Offerings & Agreements (SOA)

Course 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, while maintaining fiscal responsibility and making sound IT investments.

The ITIL® Version 3 (V3) Capability Course - Service Offerings and Agreements (SOA) - provides the best practice process knowledge required to navigate these waters into the safe harbor of customer satisfaction and continual service improvement.

Embedded into this course is our unique virtualization, Living the Lifecycle®. Woven through all of ITSM Academy’s ITIL® V3 Certification classes, it brings V3 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 the participants to:

• Discuss and understand pure ITIL® concepts
• Apply concepts to a “neutral” real world situation
• Learn different perspectives
• Reinforce examinable concepts








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