ITIL® Service Capability- Service Offerings and Optimisation | MSP Training

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.

Exam(s) included

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

Certificate

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

Key Learning Points

Clear and concise objectives to guide delegates through the course.

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 Glasgow

Glasgow, with a population of 1,057,600, is the biggest city in Scotland. Not only this, it is also the fourth biggest city in the whole of UK after London, Birmingham and Manchester in terms of population. Glasgow is situated on the River Clyde in the West Central Lowlands of the country. Citizens of Glasgow are known as “Weegithe es”.

Places of Interest

Glasgow is home to various places that attract visitors every year. Some of the famous attractions of Glasgow have been listed below:

Glasgow City Chambers: It is the most magnificent building that dictates the story of wealth and its industrial prosperity as the Second City of the Empire. It is a building that is an instant favourite among all who visit this beauty. The building was inaugurated by Queen Victoria in the late 1880’s and even today it is the headquarter of the city councils. There is a statue of the Queen with Truth above her. According to locals, the statue is their version of “The Statue of Liberty”.
Glasgow Cathedral: The Reformation that happened in 1560’s in Scotland was a troubled time for the country. Many buildings famed for their architecture, collapsed. However, it was the Glasgow Cathedral that stood the test of times. It is considered to be a superb building of the medieval era. The building is said to have been built somewhere between the 13^th and the 15^th Interestingly, the building was built at the place where the patron saint and founder of the city, St. Mungo was laid to rest. The place is his shrine.The Glasgow Cathedral is home to a crypt that was built in the 13^th century. The crypt houses the body of St. Kentigern.
Glasgow Museums: The city is home to eight museums each of which have a rich collection of various artworks from the past as well as the present. The list follows:
- St Mungo Museum of Religious Life and Art and Provand's Lordship
- Gallery of Modern Art
- Scotland Street School Museum
- Kelvingrove Art Gallery and Museum
- People's Palace and Winter Gardens
- The Burrell Collection
- Glasgow Museums Resources Centre
- Riverside Museum

The museums have abundant of rare artworks, collection of different type of furniture, arms and armaments, and what not. All the Glasgow Museums have free admission and their sections for the kids as well where they not only have fun, they also learn. The accompanying shopping centres in some of the museums also sell replicas of the artworks.

Glasgow Cross: The Glasgow Cross is medieval architecture building. It houses a Clock Tower that used to be a part of the City Chambers that was destroyed by fire in 1926. The building also houses another hexagonal shape building the Tolbooth.
Glasgow is also famous for its bridges. The Tradeston Pedestrian Bridge, Kingston Bridge, and the Clyde Arc are just some of them.The Tradeston crosses the River Clyde on the east of the M8 motorway while the Kingston Bridge crosses the River Clyde carrying the M8 motorway along with it.The Clyde Arc is a new bridge and also has a wonderful curved design as it crosses the bridge.
Parks: Besides museums and bridges forming the pride of Glasgow, the parks also help in promoting the city tourism. Some of the major parks that the visitors could come across in Glasgow are listed below:
- Bellahouston Park
- Botanic Gardens
- Glasgow Green
- Kelvingrove Park
- Mugdock Park
- Queen’s Park
- Strathclyde Country Park
- Victoria Park
  - Fossil Grove: Part of the Victoria Park, this is open in summers only.
- Tollcross Park

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Overview of ITIL® 2011 Edition

Information Techno...