ITIL® Service Capability - Service Offerings & Agreements

Understand the various aspects of ITIL® Service Capability - Service Offerings & Agreements
Implement SOA processes practically in an organisation
ITIL® Service Capability - Service Offerings & Agreements course has been accredited by PeopleCert

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ITIL® Service Capability - Service Offerings & Agreements

Course Overview

Pearce Mayfield offers ITIL® Service Capability-Service Offerings and Agreements course that enables the delegates to understand the five stages of ITIL® lifecycle that provide value to projects as well as organisations. During the course, delegates will learn to create service offerings that will support the requirements of customers as well as business for more productivity into an organisation. Understand the practical aspects and focus on operational level activities as well as supporting methods. Our instructors provide delegates practical examples and understand the core principles of ITIL® effectively.

Examination

After completing the course, delegates will need to pass ITIL® Service Capability - Service Offerings & Agreements examination. This exam measures the knowledge of the delegates. The exam comprises of 8 multiple choice questions that are scenario based. To clear this exam, delegates will need to score minimum 70 percent marks. Our instructors ensure that the delegates get a thorough understanding of various concepts of ITIL® Service Capability - Service Offerings & Agreements to clear the exam easily. Duration of the exam is 90 minutes.

Course Outline

Service Offerings and Agreements

Introduction to Service Offerings and Agreements
How practices of Service Offerings and Agreements support the ITIL® Service Lifecycle
Scope and objective
Value of Strategy Management for IT Services
Design Coordination Process
How successful services depend on the perception of customer
Relevance of Business Cases
Return-on-Investment (ROI) to Service Offerings and Agreements

Business Relationship Management

Scope and objective
Business Value
Basic principles and terminologies
Inputs, outputs and triggers
Information Management with the process of Business Relationship Management
CSFs and KPIs
Risks and challenges
Roles and responsibilities

Service Portfolio Management

Introduction to Service Portfolio Management
Business Value
Basic concepts and terminologies
Process interfaces
Inputs, outputs and triggers
Information Management within the process of Service Portfolio Management Process
CSFs and KPIs
Risks and challenges
Key roles and responsibilities

Financial Management for IT Services

Introduction to Financial Management for IT Services
Scope and objective
Business Value
Basic concepts and terminologies
Inputs, outputs and triggers
Interface of processes
Information Management within the process of Financial Management for IT Services
CSFs and KPIs
Risks and challenges
Key roles and responsibilities

Demand Management

Introduction to Demand Management
Scope and objective
Business value
Basic concepts and terminologies
Inputs, outputs and triggers
Information Management within the process of Demand Management
CSFs and KPIs
Risks and challenges
Roles and responsibilities

Service Catalogue Management

Introduction to Service Catalog Management
Importance of Service Catalog to the Service Lifecycle
Scope and objective
Business value
Basic concepts and terminologies
Information Management within the process of Service Level Management
CSFs and KPIs
Risks and challenges
Contents of service and operational level agreements
Roles and responsibilities

Supplier Management

Introduction to Supplier Management
Scope and objective
Business value
Basic concepts and terminologies
Inputs, outputs and triggers
Information Management within the process of Supplier Management
CSFs and KPIs
Risks and challenges
Roles and responsibilities

Technology and Implementation Considerations

Generic requirements for technologies used in Service Management
Evaluation criteria for technology and tools for process implementation
Procedures for practice and process implementation
Risks and challenges related to the implementation process

The delegates must hold ITIL® Foundation certification in IT Service management before attending this course. However, some basic knowledge about IT terminology and service offerings and agreements management would be useful.

Having experience of working in any one of the following management processes and activities can be beneficial:

Service catalogue management
Service portfolio management
Service level management
Demand management
Supplier management
Business relationship management
Financial management for IT services

ITIL® Service Capability-Service Offerings and Agreements course provide an in-depth understanding of service offerings and agreements that will help to enhance the quality of IT services within an organisation.

This course is suitable for following professionals:

IT Managers
IT Finance Managers
Capacity Managers
Availability Managers
Service Level Managers
Business Continuity Manager Service
Portfolio Managers
Supplier Relationship Managers
IT Supplier Managers
Business Relationship Managers
Financial Managers
Delegates who are responsible for managing, consulting and implementing ITIL processes into an organisation along with IT