SMLearn® Service Catalogue Management Foundation Courses

Service Catalogue Management allows you to have a clear and complete view of what IT services provide and how IT can be an added value for the allocated resources.

Service Catalogue Management (Foundation) course aims to provide the knowledge and the necessary competencies for the service catalogue management.
In fact, it allows to acquire knowledge on key terms, information, activities and the necessary controls to carry out a good service management provided by an organization.
It allows the client to plan, deliver and support services in the best way, with particular attention to costs and prices of the same.

Service Catalogue Management deals with common activities such as computer/desktop's organization, telecommunication, collaborations, and support service, which can produce measurable results and assures a constant price service and quality.
Service Catalogue Management also deals with ways to reduce time of production process; the implementation of work plan allow to reduce the time needed to fulfil and carry out services, saving many hours for each request. Clients can reallocate this precious time for more strategic and important initiatives.

A service catalogue is defined as a list of services that an IT Service Provider provides to internal and external clients, and each service typically includes the following information:

• Description;
• Service hours and/or service levels;
• Who is entitled to request/view services;
• Datas on service costs;
• Delivery mode.

IT professionals responsible for managing the Service Catalogue to generate benefits for their company.

• Introduction to basic concepts of Service Catalogue Management;
• Principles related to Service Catalogue Management;
• Technologies in support of Service Catalogue Management and service request management;
• Plan and implement the Service Catalogue Management;
• Roles involved in Service Catalogue Management;
• Measurement, reporting and continuous improvement;
• The Business Case;
• Key reports and interfaces to other ITIL processes.

40% of the hours of the course is dedicated to practical exercises.

• It is recommended to have obtained the ITIL Foundation certification (preferably version 3).
• To be able to take the exam it is necessary to have attended an accredited course that provides at least 18 hours of training;
• Further hours of personal study are also recommended in addition to the course ones;
• A minimum of two years work experience in the IT field is recommended.