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 London

London, also known as Greater London is the capital city of the United Kingdom with a population of around 9787426 according to 2011 census. It is the most populous city in the country and located on the Thames River towards the south-east of the Great Britain. The city is also referred as metropolis around the ancient core and Greater London which comprises Surrey, Middlesex, Hertfordshire, Essex, and Kent regulated by the London Assembly. In the era of globalisation, the city is crowned as a leading centre in the fields of education, infrastructure, healthcare, tourism, entertainment and professional services.

History          

The history of the city traced its roots back to the Roman period and Romans named it Londinium. Recently, two discoveries found on the south bank near the Thames River showing the remains of Bronze Age Bridge gave access to a lost island in the river and foundations of large timber structure situated on Thames foreshore. The walled city of London was abandoned with the downfall of the Roman rule during the fifth century and new settlement Lundenwic was developed to the west of the old city. The city became a major port and established Danelaw in the Vikings period. The city developed dramatically after the abandonment of Lundenwic and became the largest town and trading centre of the country.

The population of the city grew from 18000 to approx. 100,000 by the end of 13th century and became England’s principal commercial and administrative centre. The focus of the city changed to private ownership with the establishment of exchange, mercantile and trading companies during the Tudor period. The city was severely affected by Great Plague disease resulted in the death of 100,000 people and also faced destruction in the large parts of the city with the great fire of London. The city also remained as the largest city in the world till 1925. London was the prime target by German bombers during the First and Second World War, destroyed many residential projects and commercial buildings across the city. In 1948, Summer Olympics were held in the city and attracted a large number of immigrants from Commonwealth countries. 

Architecture

With the presence of various diverse buildings with varying ages, the walled city cannot be represented by any specific architectural style. Few structures in the central London including Tower of London, National Gallery, and Hampton Court Palace were constructed during Roman and Tudor period. While other famous buildings include churches and financial institutions that represent the modern architecture and formed part of the varied architectural heritage. Central London has some tall skyscrapers including the tallest building in the European Union and older buildings decorated with beautiful carvings and white plaster mouldings. The other famous buildings of the city are British Library, City Hall, and Millennium Dome.

Religion

The majority of the population of the city follows Christianity followed by Muslims, Hindus, Sikhs, Jews, and Buddhists. A large number of churches and well-known cathedrals are constructed in the city including Southwark Cathedral and St Paul’s Cathedral. Muslim communities are largely based in the boroughs of Newham and Tower Hamlets and famous mosques in the city are London Central Mosque, East London Mosque, and Baitul Futuh Mosque. There are approximately 42 Hindu temples in the city and Hindu communities are mainly settled in the Harrow and Brent boroughs.

Tourism

The city is ranked among the leading tourist destinations in the world and crowned top city destination by Trip Advisor users. The notable buildings of the city are Natural History Museum, The British Museum, Tate Modern, Science Museum, Tower of London, Southbank Centre, National Portrait Gallery and many more exciting attractions.

Overview of ITIL® 2011 Edition

Information Techno...