ITIL® Service Capability Service Offerings & Agreements

MSP Training introduces Service Offerings and Agreements course that provides comprehensive knowledge regarding the practices for Service Design and Service Strategy phases of ITIL® Service Lifecycle. This training will help the delegates to prepare for Service Offerings and Agreements exam that leads to ITIL® SOA Certification. It is one of the nine qualifications through which credits can be gained for the ITIL® Expert Certification.

ITIL® Service Capability- Service Offerings and Optimisation is one of the courses that come under Service Capability Stream. Major areas of concern on this subject is a portfolio, service level, catalogue, demand, supplier and financial management. This training is extremely beneficial for those who are involved in the processes of Service Design and Service Strategy particularly. MSP Training is fully accredited by PeopleCert for all its ITIL® courses.

Exam

To Measure the knowledge attained by the delegates in training. An exam is conducted at the end of training. Each delegate has to go through the examination in order to get certified. The exam will have the following pattern:

• 8 Multiple Choice Questions
• Exam Duration- 90 minutes
• 70% marks are needed to clear the exam that is 28 out of 40
• It will be closed book exam

*After completing 4 days of classroom training and successfully passing your Foundation Exam, the fifth day of this course is a flexible exam preparation day to complete at your convenience in order to prepare you to take and pass your Practitioner exam online.

We provide comprehensive support during the exam process to make the experience as simple as possible. This exam can be taken at a suitable time, subject to availability; online, anywhere.

Benefits of online exams include:

• Proven higher pass rates
• Quicker Results
• Save Travel Costs
• Flexibility
• Convenient
• Take your exam at your home, office, or work when you are ready 

Introduction: Service Offerings and Agreements

• Define Service Offerings and Agreements (SOA)
• Scope and objective
• Value of Strategy Management for IT Services
• Design Coordination Process
• Relevance of Business Cases
• Return-on-Investment (ROI) to SOA

Introduction: Business Relationship Management

• Define Business Relationship Management (BRM)
• Scope and Objective
• Business Value
• Key Principles and terminologies
• Inputs, outputs and triggers
• Information Management with the process of BRM
• CSFs and KPIs
• Risks and Challenges
• Roles and Responsibilities

Introduction: Service Portfolio Management

• Define Service Portfolio Management (SPM)
• Business Value
• key concepts and terminologies
• Process interfaces
• Inputs, outputs, and triggers
• Information Management within the process of SPM
• CSFs and KPIs
• Risks and Challenges
• Key roles and responsibilities

Introduction: Financial Management for IT Services

• Define Financial Management for IT Services
• Scope and Objective
• Business Value
• Key concepts and terminologies
• Inputs, outputs, and triggers
• Interface of processes
• Managing Information within the process of Financial Management for IT Services
• CSFs and KPIs
• Risks and Challenges
• Key roles and responsibilities

Introduction: Demand Management

• Define Demand Management
• Scope and objective
• Business value
• Key concepts and terminologies
• Inputs, outputs and triggers
• Information Management within Demand Management process
• CSFs and KPIs
• Risks and Challenges
• Roles and Responsibilities

Introduction: Service Catalogue Management

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

Introduction: Supplier Management

• Define Supplier Management
• Scope and Objectives
• Business value
• Key concepts and terminologies
• Inputs, outputs, and triggers
• Information Management within the process of Supplier Management
• CSFs and KPIs
• Risks and Challenges
• Roles and Responsibilities

Introduction: Technology and Implementation Considerations

• Generic requirements of Service Management
• Evaluation criteria
• Procedures for process implementation
• Risks and Challenges