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ITIL > ITIL®Service Capability Service Offerings and Agreements
CMDBID: 36688 | Course Code: ITIL | Duration: 5 Days
The course builds on the principles covered as part of the ITIL Foundation course and is aligned to the 2011 syllabus.
The focus of the course is to gain practical experience planning and executing processes within ITIL service offerings and agreements; the operational-level process activities and supporting methods and execution of these processes in a practical, hands-on learning environment. This course includes lecture, exercises, and scenario-based exam questions to increase your understanding of the core disciplines of ITIL best practices and position you to successfully complete the associated exam.
The main process focus areas of this course include: Business relationship management, Service portfolio management,Financial management for IT services,Demand management,Service catalogue management,Service level management,Supplier management.
Please note: The ITIL Foundation certification is required to take the exam at the end of class. Proof of certification must be provided.
The course is assignment based, with a strong emphasis on practical coursework, working as individuals and in teams.
Service Offerings and Agreements
How Service Offerings and Agreements Practices Support the Service Lifecycle#
Purpose, Objectives, Scope, and Value of Strategy Management for IT Services and the Design Coordination Process
Successful Services Depend on the Customer's Perception of Utility and Warranty
Relevance of Business Cases and Return-on-Investment to Service Offerings and Agreements Practices
Business Relationship Management
Purpose, Objectives, and Scope
Policies, Principles, and Basic Concepts
Triggers, Inputs, Outputs, and Process Interfaces
Information Management within the Business Relationship Management Process
CSFs and KPIs
Challenges and Risks
Key Roles and Responsibilities
Service Portfolio Management
Information Management within the Service Portfolio Management Process
Financial Management for IT Services
Information Management within the Financial Management for IT Services Process
Importance of Demand Management to Managing Services throughout their Lifecycle
Information Management within the Demand Management Process
Service Catalog Management
Importance of the Service Catalog to the Service Lifecycle
Information Management within the Service Catalog Management Process
Production of a Service Catalog
Key Roles and Responsibilities of Service Catalog Management
Service Level Management
Importance of Service Level Management to the Service Lifecycle
Information Management within the Service Level Management Process
Contents of Service and Operational Level Agreements (SLAs and OLAs)
Information Management within the Supplier Management Process
Technology and Implementation Considerations
Generic Requirements for Service Management Technologies
Evaluation Criteria for Technology and Tooling for Proce
Our clients have included prestigious national organisations such as Oxford University Press, multi-national private corporations such as JP Morgan and HSBC, as well
as public sector institutions such as the Department of Defence and the Department of Health.