Development of a service catalog is a necessary step in the Service Level Management process. The catalog defines guidelines and reasonable expectations for interactions between IT and the business customers and users it serves, and most industry experts agree that it is a first step to shifting IT operational objectives toward more service-based, demand-driven activities. As a primary method for describing and selling IT services to users, the catalog can effectively demonstrate the value of IT to the business. In turn, customers and users find it easier to work with IT, and IT finds it easier to continuously improve the efficiency of its service delivery.
In this ITIL v3 Service Catalog course, participants will not only learn how to build a service catalog business case, but also how to initiate, plan for, implement and manage their IT service catalog in accordance with ITIL v3 best practices. The course is based on the guidelines of the ITIL framework, and is enhanced in the classroom by the instructor's extensive, practical experience in developing IT service catalogs.
Incorporate the ITIL best practices learned in this course into your IT service management infrastructure and:
Participants attending this course will learn the importance of an effective service catalog to IT Service Management (ITSM) activities. The training material is delivered in a practical, hands-on learning environment, and an engaging case study-based approach -- specific to v3 Service Catalogs and service catalog management -- is used to prepare participants for the certification exam given at the end of the session. Candidates may combine ITIL v3 Service Catalog certification credits with other ITIL intermediate course credits to obtain higher-level ITIL qualifications. Participants who achieve ITIL v3 Service Catalog qualifications will earn 1.5 ITIL v3 credits toward the ITIL Expert qualification in IT Service Management.
Participants will learn:
Who should attend
The ITIL v3 Foundation Certification in IT Service Management - obtained through ITIL v3 Foundation course or Foundation Bridge Course
The per student registration fee for this seminar is $2,395, and includes:
Training begins at 8:30 AM each day and concludes at 4:30 PM unless otherwise directed. Please arrive early on the first day to sign-in and meet fellow attendees. If you register less than one week in advance of a class, please bring your confirmation letter. Business casual attire is appropriate.
Register securely online with confidence or please call (708) 246-0320.
RCCSP Alliance Members: ITIL Authorized Training Organizations (ATOs) and Affiliates (ATAs)
All RCCSP Professional Education Alliance ITIL training courses are taught by Accredited ITIL Trainers meeting the ITIL trainer criteria set by the ITIL Qualification Board. Accreditation qualifications include, but are not limited to:
Only Accredited ITIL training materials developed by Accredited ITIL Authorized Training Organizations are used in the classroom. The complete list of RCCSP Professional Education Alliance ITIL Authorized Training Organizations and Authorized Training Affiliates participating in RCCSP schedules can be found here.
ITIL® is a registered trademark of the Office of Government Commerce in the United Kingdom and other countries.
Payment is due prior to the seminar. If payment is not received, a credit card hold will be required for participation. This card will only be processed if payment has not been received within two weeks following the seminar.
Cancellation Policy. Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund. Cancellations within fourteen days of the seminar start date will be subject to an administrative fee of $400.
In the unlikely event that a seminar must be cancelled, you will be notified at least two weeks prior to the seminar date. Seminar provider is not responsible for losses due to cancellation including losses on advanced purchase airfares. As seminars are cancelled for under-enrollment from time to time, we strongly recommend that registrants traveling by air purchase only refundable tickets.
Seminar agenda subject to change.
The Resource Center for Customer Service
PO Box 401, Western Springs, IL 60558
Tel: (708) 246-0320 Fax: (708) 246-0251
Copyright © 2009-2010 Resource Center
for Customer Service Professionals, LLC. All rights reserved.
Last modified July 14, 2010