ITIL® Service Capability Service Offerings & Agreements

Learn to develop Service Offerings effectively

ABOUT THE PROGRAM

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.

  • Learn the purpose, principals and objectives of ITIL® Service Lifecycle

  • 24*7 available help and support team

  • PeopleCert accredits all ITIL® courses of MSP Training

  • Delivered by ITIL® Certified instructors

WHAT'S INCLUDED ?

Find out what's included in the training programme.

Includes

Exam(s) included

Exams are provided, as part of the course. Obtaining certification is dependant on passing these exams

Includes

Certificate

Delegates will get certification of completion at the end of the course.

Includes

Key Learning Points

Clear and concise objectives to guide delegates through the course.

Includes

Tutor Support

A dedicated tutor will be at your disposal throughout the training to guide you through any issues.

PREREQUISITES

The professionals who wish to join ITIL® Service Capability- Service Offerings and Optimisation course must have completed ITIL® Foundation Certification.

TARGET AUDIENCE

ITIL® Service Capability- Service Offerings and Optimisation course is best suited for the following audience:

  • Business Managers
  • IT Professionals
  • Business Process Owners
  • Those who want to adopt ITIL® within their organisation
  • Those who want to gain knowledge of applying SOA practices

WHAT WILL YOU LEARN?

  • Explore the purpose, principals and objectives of ITIL® Service Lifecycle
  • Learn how processes of SOA interacts with other processes of Service Lifecycle
  • Determine the metrics to measure ITIL® Service Offerings and Agreements
  • Get to know about the risks and challenges included in SOA

Enquire Program

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PROGRAM OVERVIEW

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 

PROGRAM CONTENT

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

ITIL® Service Capability - Service Offerings & Agreements Enquiry

 

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Reach us at 0121 368 7851 or info@msptraining.com for more information.

ABOUT Burton Upon Trent

Burton upon Trent is situated on the bank of river Trent close to the border with Derbyshire. As per the 2011 census, the population of the town was 72 thousand 300. The local people of the town is known as “Burtonian”.  Burton is famously known for the production of beer, mostly with ingredient barley. The region of the Burton Bridge witnessed two wars. In the first war of 1322, the Earl of Lancaster was defeated by Edward II. The second war also called First English Civil War and it fought in 1643. In this war, Royalists captured the whole town. On the beginning of the modern period, it was a busy market town. The Burton-On-Trent is the main railway station of the town.

History

Ryknild Street which is built by Romans ran through Burton that connects camps at Letocetum, Lichfield, and Derventio. Later, it became a small district of Burton. During the 12th century, King John granted a royal charter to Abbot to hold a market every Thursday. Later on, the charter was renewed by other two kings i.e King Henry III and King Henry IV. Candlemas Day was one of the major annual fairs where trading of horses happened in large scale. Now, this fair is no longer celebrated in the other parts of England. During the Industrial Revolution, the Peel family plays an important role. In 2002, the Queen Elizabeth II visited the town for the celebration of the Golden Jubilee.

Government

The east Staffordshire Region is administered by Burton. The present MP is Andrew Griffiths. In the beginning of the 19th century, it became County Borough. The population was 50,000 at that time.

Geography and Demography

The capital city London is 109 miles from Burton. Another famous city Birmingham is just 30 miles far from it. The Derby region is much nearer to Burton than Stafford. The Trent and Mersey canal is also near to the city.  A reserved area for Animals i.e National forest is north of the city.  The town is situated at the altitude of 50 m from the sea level.  Two villages of the town are even located at more height than 50 m. The water of the Town contained a high percentage of dissolved salts. The quality of the water is favourable for the brewing industry. The latest population census came in 2011. As per the census, the Population of the town was 72 thousand 300.

Economy

Since many years, the brewing industry has been growing with fast speed.  It is still one of the major sources of income for the city. Some famous breweries are Coors Brewers Ltd, Molson Coors, Marston and much more in the row. The Burton Bridge Brewery i.e local company produces a number of famous beers such as Golden Delicious, Damson Porter, Stairway to Heaven and Bridge Bitter. The renowned brands such as Punch Taverns and Spirit Pub Company also have their headquarters in the city. The major tyre manufacturer provides much job opportunities to local people.

Transport

River Trent flows through Burton. A small ferry operated in the river since time immemorial. The Burton Old Bridge replaced by Ferry Bridge. A national level facility for bicycle commuters is also there.

Sports

There are total four separate football clubs that have been representing in the Football League. The clubs such as Lichfield Cricket Club, Dunstall Cricket Club, Burton Cricket Club and Yoxall participate in Burton and District Cricket league. The Burton Rugby Football Club recognised as oldest rugby union. It also has its International Weightlifting Team. The Powerhouse Gym club trains all round weightlifters.

Overview of ITIL® 2011 Edition

Information Techno...