The seminar can be held online on the official International Business Academy platform. On completion of the training you will be given a link to the recording, which will be available for one month.
*dates are subject to additional confirmation
excluding VAT
* VAT of 16% will be added to the invoice
Every service must be designed, i.e. it must have not only software and hardware but also ways of ensuring its operation and support, a price of use, and must accurately reflect business requirements and the provider's ability to deliver services and products at agreed levels. By improving the practices (processes) of managing the catalogue, service levels and suppliers, an organisation will be able to ensure the highest possible level of customer satisfaction.
Course objectives:
To form a holistic view of the activities of managing the service and (or) product catalogue and of agreeing and monitoring the fulfilment of contracts, both between provider and customer and in interaction with suppliers.
To teach training participants to practically organise (improve) the processes:
— Service Catalogue Management
— Service Level Management
— Supplier Management
reducing the risks and problems associated with their implementation and thereby increasing the effectiveness of projects to systematise / improve these processes in the organisation.
Target audience:
— Managers and key staff responsible for planning and organising relations with customers and (or) suppliers, negotiating agreements and monitoring their fulfilment.
— Staff engaged in the relevant activities.
— Consultants and other specialists involved in planning and improving the above processes.
Required knowledge and professional experience of participants:
Mandatory requirements for participants:
— basic knowledge of management
— knowledge of the fundamentals of ITIL v3 or ITIL v4: at least command of the main terms and principles described in ITIL
Desirable requirements for participants:
— completion of the «ITIL Foundation» course (v.3 or v.4) or holding the international certificates "ITIL v3 Foundation" or «ITIL v4 Foundation»
— some work experience or participation in at least one of the processes studied
List of materials provided at the training.
This training provides a printed book containing:
— the course slides in printed form
— practical assignments + sample answers to the practical assignments (issued after they are completed)
— test questions after the modules (with sample answers — after the assignments are completed)
In addition, in electronic form materials are provided for practical work with process regulations and their implementation at the enterprise, e-books, etc., approximately 700 MB in total.
The main components of the electronic set of materials include:
— E-books and practical guides on «Service Management» or related topics
— A selection of several dozen useful and important articles on Service Management (and this set is periodically expanded)
— Books and models on auditing and quality control of process implementation: COBIT, CMMI, TIPA
— A set of ISO standards in electronic form: ISO 9000, 20000, 27000 (parts 01 — 06), 15504 / 33000 (process audit) and others
— Ready-made templates of regulations for the processes studied in the course, developed with the recommendations of ITIL and ISO 20000 in mind, on the basis of which regulations for your own organisation can be built easily and quickly, simply by entering its name in the document and slightly adjusting the highlighted passages of text to adapt the regulations to your organisation's specifics. Developing processes starting from quality templates (rather than from a «blank sheet») — is the fastest way to build them and achieve maximum effectiveness with minimum effort and in minimum time!
