Brochure Service Offerings & Agreements SPO

Transcription

1 Brochure Service Offerings & Agreements SPO

2 About Pink Elephant Company History Pink Elephant started life some 30 years ago in Delft University in the Netherlands. A beer and peanuts company managed and staffed by students during their spare time while studying for their degree. We have come a long way since then, and now you can find us in lots of different locations throughout the world. For our global clients that means consistent services wherever they re located, whether that s Sao Paulo, Shanghai or Stevenage. A defining moment in the story of Pink Elephant was our establishment of the UK operating company in 1991 to support our involvement and contribution to the development of UK Government s initiative: the IT Infrastructure Library. Not only did we contribute to the writing of the books, we developed and delivered the very first ITIL training courses, we were also first to develop services around the library notably the application of CMM for the assessment of processes, and the use of the Kotter model for Service Management change programmes. What do we do If we were to describe what Pink Elephant does in less than 100 words it would be: Pink Elephant are an independent continual service improvement and business transformation partner that delivers professional solutions that enable organisations to: better align their services to the business improve the effectiveness of their services reduce the total costs of ownership of their services reduce inherent risk of downtime increase the positive perception of IT by your customers In short, We want to work with you to make your organisation a better place. We have come a long way since those early ITIL days. Now the scope of our solutions cover the whole Service Lifecycle, from developing strategy and new organisation structures, Service Design, Service Transition and Service Operation through to Continual Service Improvement. And as well as ITIL we utilise, where appropriate, a number of frameworks and governance models: CobIT, Obashi, Lean IT, SFIA, Green IT, 6 Sigma and ISO standards.

3 Our Services include: Managed Services Service Desk and IT Support Services the window through which your customers build their perception of IT Services Consulting Services to help you transform your IT Services Education Services to help you build internal capability Resource as a Service providing the people you require to deliver and support your IT Servicese Pink Elephant is an international organisation with offices in United Kingdom, Netherlands, South Africa, America and Canada. Pink Elephant sites worldwide

4 Service Offerings & Agreements SPO General information Service Management ITIL (Information Technology Infrastructure Library) is the most widely accepted approach to IT service management best practice. The Course Study online at your own pace 90 or 150 days online access Fully accredited by Loyalist Certification Services Includes videos, quizzes, exercises, study guides and official syllabus and sample exams Exam Voucher Tutor support available via Exam value: 4 ITIL credits Target group Service Level Managers IT Supplier Managers Business Relationship Managers Financial Managers Any IT professional involved with the processes: Service Level Managers IT Supplier Managers Business Relationship Managers Financial Managers. Knowledge Objective Value to the business of the SOA processes and their activities In-depth review of the key processes needed to support service offerings and agreements, and their associated activities, roles, responsibilities, challenges, risks and critical success factors: - Strategy Management for IT Services: The process that establishes strategies for services upon which the other SOA processes depend - Business Relationship Management: Ensures the customer s requirements are

5 correctly identified - Financial Management: A strategic process that enables IT to generate servicebased costing that, combined with perceived value for the service, results in a real, business-based price - Demand Management: Understands demand for services and enables appropriate service strategies - Service Portfolio Management: Manages the service portfolio which contains information about IT services from concept through implementation and production to retirement - Service Level Management: Sets up Service Level Agreement (SLAs) and ensures that all SLAs have an underpinning support structure in place - Service Catalogue Management: Provides the single source of information about agreed services and makes sure this information is communicated - Demand Management: Identifies patterns of business activity to enable the appropriate strategy to be implemented - Supplier Management: Ensures that suppliers support IT service targets and meet business expectations The reliance upon a good business case and a good understanding of ROI Technology and implementation considerations for the key processes Important considerations for continual improvement of these processes Certification ITIL Intermediate Certificate in Service Offerings & Agreements> Duration 6 months. Course days till

6 Service Offerings & Agreements SPO Planning Generic course information Pink Elephant is globally accredited to provide ITIL education for the certification program. The organization is accredited by the Examination Institute for Information Science (EXIN) and Loyalist Certification Services (LCS). Your instructor is a highly experienced ITIL -certified member of Pink Elephant s consulting team. Further, he or she is qualified to teach this course as defined by Pink Elephant s internal Certified Trainer Program. You can expect to learn from an individual with the industry s deepest knowledge on how to lead a successful implementation project. This knowledge is a direct result of Pink Elephant s vendor neutrality as well as many years of experience implementing ITIL processes in a variety of organizations worldwide. Exam requirements This course prepares participants for the examination leading to the ITIL Intermediate Certificate: Service Offerings & Agreements. A 90-minute exam is scheduled on the last day of the course. It consists of eight multiple choice, scenario-based, gradient scored questions. To help prepare attendees for the final exam, a sample exam is delivered during the course. A passing mark of 70% is required to receive your certificate (4 ITIL credits) Costs Registration fee:,- Course fee: 5545,- Study materials:,- Exam fee: 2660,- Packages This course is also available as a 186 day licence. If you would like to book the 150 day licence please call +27 (0) or info@pinkelephant.co.za Pricing is excluding VAT. ITIL is a registered trademark of AXELOS Limited.

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8 Pink Elephant Leading the way in IT Management Best Practices Pink Elephant EMEA Ltd Offices in: Middleburg House 9 Castle Street Reading Berkshire, United Kingdom For further information please contact: Pink Elephant United Kingdom Phone: + 44 (0) info.europe@pinkelephant.com Chicago Amsterdam Johannesburg Kuala Lumpur Mexico City Minneapolis Philadelphia Reading, UK San Francisco Sydney Toronto