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

Related Courses

 

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
Cambridgeshire Cambridge5 6598 £6598 2019-09-23
Cambridgeshire Cambridge5 6598 £6598 2019-09-23
Buckinghamshire Milton Keynes5 6598 £6598 2019-09-30
Buckinghamshire Milton Keynes5 6598 £6598 2019-09-30
Berkshire Wokingham5 6598 £6598 2019-09-30
Northern Ireland Belfast5 6598 £6598 2019-10-07
Edinburgh Edinburgh5 6598 £6598 2019-10-07
Northern Ireland Belfast5 6598 £6598 2019-10-07
Bristol Bristol5 6598 £6598 2019-10-07
London London5 6598 £6598 2019-10-07
Midlands Birmingham5 6598 £6598 2019-10-07
Devon Exeter5 6598 £6598 2019-10-07
Virtual Virtual5 6598 £6598 2019-10-09
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
Aberdeenshire Aberdeen5 6598 £6598 2019-10-21
Midlands Birmingham5 6598 £6598 2019-10-28
Midlands Birmingham5 6598 £6598 2019-10-28
Dublin Dublin5 6598 £6598 2019-11-04
Dublin Dublin5 6598 £6598 2019-11-04
Glamorgan Cardiff5 6598 £6598 2019-11-11
Glamorgan Cardiff5 6598 £6598 2019-11-11
Tyne and Wear Newcastle5 6598 £6598 2019-11-18
Manchester Manchester5 6598 £6598 2019-11-18
Tyne and Wear Newcastle5 6598 £6598 2019-11-18
Manchester Manchester5 6598 £6598 2019-11-25
London London5 6598 £6598 2019-11-25
Manchester Manchester5 6598 £6598 2019-11-25
London London5 6598 £6598 2019-12-02
Devon Exeter5 6598 £6598 2019-12-02
London London5 6598 £6598 2019-12-02
Edinburgh Edinburgh5 6598 £6598 2019-12-02
Yorkshire Leeds5 6598 £6598 2019-12-02
Bristol Bristol5 6598 £6598 2019-12-02
London London5 6598 £6598 2019-12-02
Midlands Birmingham5 6598 £6598 2019-12-02
Norfolk Norwich5 6598 £6598 2019-12-09
Norfolk Norwich5 6598 £6598 2019-12-09
Yorkshire Sheffield5 6598 £6598 2019-12-09
Yorkshire Sheffield5 6598 £6598 2019-12-09
Merseyside Liverpool5 6598 £6598 2019-12-16
Merseyside Liverpool5 6598 £6598 2019-12-16
Virtual Virtual5 6598 £6598 2019-12-18
Virtual Virtual5 6598 £6598 2019-12-18
London London5 6598 £6598 2020-01-27
London London5 6598 £6598 2020-01-27
London London5 6598 £6598 2020-02-03