ITIL Service Capability Service Offerings and Agreements

Duration: 
5 days
Codes: 
ITIL

Overview

The course builds on the principles covered as part of the ITIL Foundation course and is aligned to the 2011 syllabus.

Course Outline

  • 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
  • Business Value
  • 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
  • Service Portfolio
  • Information Management within the Service Portfolio Management Process
  • Financial Management for IT Services
  • Information Management within the Financial Management for IT Services Process
  • Demand Management
  • 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)
  • Supplier Management
  • 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

Thinking about Onsite?

If you need training for 3 or more people, you should ask us about onsite training. Putting aside the obvious location benefit, content can be customised to better meet your business objectives and more can be covered than in a public classroom. It's a cost effective option.

Submit an enquiry from any page on this site, and let us know you are interested in the requirements box, or simply mention it when we contact you.

Upcoming Dates

  • GREEN This class is Guaranteed To Run.
  • SPVC - Self-Paced Virtual Class.
  • Click a Date to Enroll.
Course Location Days Cost Date
Edinburgh
Edinburgh5 6598 £6598 2019-08-12
Edinburgh
Edinburgh5 6598 £6598 2019-08-12
Northamptonshire
Corby5 6598 £6598 2019-08-27
Dorset
Bournemouth5 6598 £6598 2019-08-27
Warwickshire
Warwick5 6598 £6598 2019-08-27
Kent
Canterbury5 6598 £6598 2019-08-27
Clwyd
Wrexham5 6598 £6598 2019-08-27
Midlands
Coventry5 6598 £6598 2019-08-27
Oxfordshire
Oxford5 6598 £6598 2019-08-27
Middlesbrough
Teesside5 6598 £6598 2019-08-27
Derbyshire
Burton upon Trent5 6598 £6598 2019-08-27
Cheshire
Chester5 6598 £6598 2019-08-27
Devon
Exeter5 6598 £6598 2019-08-27
Lancashire
Chorley5 6598 £6598 2019-08-27
Leicestershire
Leicester5 6598 £6598 2019-08-27
Berkshire
Bracknell5 6598 £6598 2019-08-27
Manchester
Bolton5 6598 £6598 2019-08-27
Berkshire
Swindon5 6598 £6598 2019-08-27
Kent
Chatham5 6598 £6598 2019-08-27
Yorkshire
Wakefield5 6598 £6598 2019-08-27
London
London5 6598 £6598 2019-08-27
Worcestershire
Worcester5 6598 £6598 2019-08-27
Cheshire
Warrington5 6598 £6598 2019-08-27
Fife
Dunfermline5 6598 £6598 2019-08-27
Hampshire
Southampton5 6598 £6598 2019-08-27
London
Heathrow5 6598 £6598 2019-08-27
Hampshire
Portsmouth5 6598 £6598 2019-08-27
Warwickshire
Warwick5 6598 £6598 2019-08-27
West Sussex
Chichester5 6598 £6598 2019-08-27
Midlands
Wolverhampton5 6598 £6598 2019-08-27
Surrey
Guildford5 6598 £6598 2019-08-27
Suffolk
Ipswich5 6598 £6598 2019-08-27
Cheshire
Crewe5 6598 £6598 2019-08-27
Yorkshire
York5 6598 £6598 2019-08-27
Cumbria
Carlisle5 6598 £6598 2019-08-27
Gloucestershire
Cirencester5 6598 £6598 2019-08-27
Buckingshire
High Wycombe5 6598 £6598 2019-08-27
Surrey
Guildford5 6598 £6598 2019-08-27
Dorset
Bournemouth5 6598 £6598 2019-08-27
Lancashire
Chorley5 6598 £6598 2019-08-27
Bedfordshire
Luton5 6598 £6598 2019-08-27
Derbyshire
Buxton5 6598 £6598 2019-08-27
Inverness
Inverness5 6598 £6598 2019-08-27
Midlands
Northampton5 6598 £6598 2019-08-27
Kent
Tonbridge5 6598 £6598 2019-08-27
Oxfordshire
Oxford5 6598 £6598 2019-08-27
Cumbria
Carlisle5 6598 £6598 2019-08-27
Berkshire
Slough5 6598 £6598 2019-08-27
Middlesbrough
Middlesbrough5 6598 £6598 2019-08-27
Dundee
Dundee5 6598 £6598 2019-08-27
Midlands
Northampton5 6598 £6598 2019-08-27
Somerset
Bath5 6598 £6598 2019-08-27
Leicestershire
Hinckley5 6598 £6598 2019-08-27
Buckingshire
High Wycombe5 6598 £6598 2019-08-27
Middlesbrough
Teeside5 6598 £6598 2019-08-27
Inverness
Inverness5 6598 £6598 2019-08-27
Essex
Colchester5 6598 £6598 2019-08-27
Devon
Plymouth5 6598 £6598 2019-08-27
Hertfordshire
Watford5 6598 £6598 2019-08-27
Suffolk
Ipswich5 6598 £6598 2019-08-27
Dorset
Poole5 6598 £6598 2019-08-27
County Durham
Darlington5 6598 £6598 2019-08-27
Glamorgan
Swansea5 6598 £6598 2019-08-27
Staffordshire
Stoke on Trent5 6598 £6598 2019-08-27
Hampshire
Southampton5 6598 £6598 2019-08-27
London
London5 6598 £6598 2019-08-27
London
London5 6598 £6598 2019-09-02
London
London5 6598 £6598 2019-09-09
Yorkshire
Leeds5 6598 £6598 2019-09-09
London
London5 6598 £6598 2019-09-09
Yorkshire
Leeds5 6598 £6598 2019-09-09
Berkshire
Reading5 6598 £6598 2019-09-16
Cambridgeshire
Cambridge5 6598 £6598 2019-09-23
Berkshire
Wokingham5 6598 £6598 2019-09-30
Devon
Exeter5 6598 £6598 2019-10-07
Bristol
Bristol5 6598 £6598 2019-10-07
Midlands
Birmingham5 6598 £6598 2019-10-07
London
London5 6598 £6598 2019-10-07
Northern Ireland
Belfast5 6598 £6598 2019-10-07
Virtual
Virtual5 6598 £6598 2019-10-09
Glasgow
Glasgow5 6598 £6598 2019-10-14
Glasgow
Glasgow5 6598 £6598 2019-10-14
Aberdeenshire
Aberdeen5 6598 £6598 2019-10-21
Midlands
Birmingham5 6598 £6598 2019-10-28
Dublin
Dublin5 6598 £6598 2019-11-04
Dublin
Dublin5 6598 £6598 2019-11-04
Tyne and Wear
Newcastle5 6598 £6598 2019-11-18
Manchester
Manchester5 6598 £6598 2019-11-18
Manchester
Manchester5 6598 £6598 2019-11-25
Manchester
Manchester5 6598 £6598 2019-11-25
London
London5 6598 £6598 2019-12-02
Midlands
Birmingham5 6598 £6598 2019-12-02
London
London5 6598 £6598 2019-12-02
Devon
Exeter5 6598 £6598 2019-12-02
Edinburgh
Edinburgh5 6598 £6598 2019-12-02
Yorkshire
Sheffield5 6598 £6598 2019-12-09
Norfolk
Norwich5 6598 £6598 2019-12-09
Merseyside
Liverpool5 6598 £6598 2019-12-16
Virtual
Virtual5 6598 £6598 2019-12-18
Virtual
Virtual5 6598 £6598 2019-12-18