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Pre-Con 5 -  How to Design a Service Catalog According to ITIL V3 Best Practices
 Monday, November 05, 2007, 9:00 AM - Tuesday, November 06, 2007- 5:00 PM
Speakers:
Ed Contini
Senior Director of Knowledge Services
newScale, Inc.

Ed Contini is senior director of Knowledge Services for newScale, Inc. An accomplished, senior knowledge management professional with more than 20 years of experience as a training director, curriculum and courseware developer, organization development consultant, author and senior technical writer, Ed possesses extraordinary knowledge assessment and communication skills, and is an accomplished project manager. He received his MBA from Pepperdine University.
Session Description:
According to the ITIL V3, “The Service Catalogue is an important tool for Service Strategy because it is the virtual projection of the service provider’s actual and present capabilities... It serves as a service order and demand channeling mechanism... It acts as the acquisition portal for customers, including pricing and service-level commitments, and the terms and conditions for service provisioning.”

In this intensive course, you will learn Service Catalog fundamentals according to ITIL V3 best practices. This course will teach you how to design services for effective Service Catalog Management, create a dynamic process for adding services to your Service Portfolio, and link service definitions to actionable processes like Request Fulfillment. You will receive hands-on training in service definition, working with real-world examples – gaining first-hand experience with Service Catalog templates in use at leading Fortune 500 IT organizations.

What You Will Learn:

  • How to create an actionable Service Catalog
  • Core Service Catalog elements
  • The five key steps in Service Catalog design process
  • Best practice design templates and tools in a case-oriented approach
  • IT Services and SLAs that align with business needs
  • How to avoid common pitfalls

    • Who Should Attend?
    This course is ideal for anyone responsible for managing, implementing or advising in IT Service Catalog development, or for anyone who wants to learn more about the requirements for creating and implementing an IT Service Catalog.

    Certification Criteria
    60-minute examination with multiple-choice questions and an open book format. Required to obtain the Foundation Certificate in IT Service Catalog Design. Certificate is awarded after participants receive a passing grade of 70% on the examination.