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 Dublin

Dublin lies on the eastern shore of Ireland. It is the largest and capital city of Ireland. The town has a populace of 1,173,179. As of 2016, the population of Greater Dublin was 1,904,806. By following the Norman Invasion, the Kingdom of Dublin become the principal city of Ireland. The city grew rapidly during the 17th century.

Before the Acts of Union, it was the second largest city in the British Empire. Dublin turns out to be the capital of Ireland by following the division of Ireland. Globalisation and World Cities Research Network reported Dublin as a global city. The city got the rank of “Alpha”. This places the city in top thirty cities across the world. This city is the significant and modern centre for arts, education, economy, administration and industry.

Climate

Dublin has an oceanic climate like that of northwestern Europe. It has awesome weather with cool summers and mild winters. The city doesn’t have temperature extremes as compared to other cities. The maximum temperature in January is approx. 8.8 °C and the maximum temperature in the month of July is approx. 20.2 °C.

The months with higher temperatures are May and June. October is considered as the wettest month with 76mm of rain. The amount of rainfall is even throughout the year in Dublin. It is the driest place in the Ireland as it is located in sheltered of the east coast. Half of the rain from the west coast reaches there making it the dry place to live in.

Places of Interest

Landmarks

The ancient monuments and landmarks were constructed in the city dates back hundreds of years. Dublin Castle is one of the oldest monument in the city. In 1204, the city was first established as the major defensive work. It was founded on the order of King John which was further named as Norman invasion of Ireland.

The spire of Dublin is one of the newest monuments in the city which is known as “Monument of Light”.  This replaces Nelson’s Pillar and is aimed to take Dublin’s place in the 21st century. Ian Ritchie Architects designed the architecture of spire. The testimonial has a base of lit, and the top is illuminated for providing a guiding light in the night. Other landmarks include Christ Church Cathedral, Molly Malone statue, The Custom House, Poolbeg Towers and much more.

Parks

Dublin is a green city. It has many green parks around it. It manages approximately 1,500 hectares of parks. Some of the public parks are Herbert Park, Phoenix Park and St Stephen’s Green. The Phoenix Park is approximately 3 km away from the west of the city centre. Because of its huge dimensions, it is one of the largest walled parks in the Europe. St Stephen’s Green Park is near the famous shopping street Known as Grafton Street.

Economy

The city is the economic centre of the Ireland as it is the economic development throughout the period of Celtic Tiger. Also, it is listed on number 10th as richest by personal income. Some of them are textile manufacturing, brewing, and food processing and distilling.

With the improvement in the economy, pharmaceutical, information and communication technology businesses come to the city from all around the world. With the establishment of International Financial Services Centre in the city, the financial services play a crucial part in the city. Dublin is the host of half of top 50 banks and top 20 insurance companies in the world.

Overview of ITIL® 2011 Edition

Information Techno...