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 Maidstone

Maidstone, also known as the Garden of England is a large county town of the Kent with a population of around 107,627 according to 2011 census. The Medway River flows in the west-east direction connect the town to the Thames Estuary and Rochester and passes through the centre of the town.  The town served as an agricultural county of Kent. The history of the city found its root back before the Stone Age.  The town was affected by the Second World War, and the heavy industries were replaced by light industries and services. It has been suggested that the name of the town is derived from medestan, meaning stone of the people or stone of the maidens.

The education, maintenance of infrastructure and social services of the town are administrated by the Kent County Council. There are two constituencies in the town, one is Faversham and Mid Kent, and other is Maidstone and the Weald. Maidstone comprises various villages, hitherto settlements and hamlets including Barming, Sandling, Allington and Tovil.

History

The evidence of Roman settlement in the area found in the architectural buildings and villas of the town. The charter was granted in 1551, created the town as a borough. The Normans established an abbey, shire moot, hospitals and a college for priests. The Parliamentarian troops won over the Royalist forces in the Battle of Maidstone during the Second English Civil War in 1648. The town flourished with the arrival of stone quarrying, paper mills, brewing and the cloth industry. The cavalry barracks were built in the town to establish the permanent military presence in the 17th century and also known as Invicta Park Barracks

A number of outlying settlements and villages can be found in the modern town. The significant development of the town Maidstone General Hospital, which was built in 1983 on the outskirts of the town replaced 150 years old West Kent General Hospital located in Marsham Street. The Portland stone was used during the construction of county council offices between 1910 and 1913.  During the Irish Republican Army campaign, local pub serving Invicta Park Barracks was severally damaged by a bomb in 1975.  The major employers of the town include administrative, retail and service sectors and few industrial estates established on the outskirts provide the employment to the workforce of the town. Some residents also commute to the other towns including London for better job opportunities.

Economy

The major employer of the town was the Sharps toffee factory located in the central Maidstone flows until 1998.  The electrical engineer founded he loudspeaker manufacturer in 1961 and named after Kent Engineering and Foundry (KEF). They manufactured a loudspeaker in the late 19th century and named the Maidstone. The water system of the town is operated by Mid Kent Water and Southern Water. The major offices of the county are located in the centre of the town and many high-tech firms have started their operations in the surrounding business parks.  The town is ranked 50 in the United Kingdom for having largest retail floor space and higher shopping yields. The main shopping centres Fremlin Walk and Mall Maidstone are located in the town centre having the floor area of 32,500 square meters and 49,700 square meters respectively. Other recent developments such as multiplex cinema, nightclubs, restaurants and market square are contributing towards the economy of the city.

Education

There are 23 primary, 15 secondary and two special schools in the town. The town is also served by the grammar schools, and non-selective secondary schools include Invicta Grammar School, Cornwallis Academy, New Line Learning Academy, Valley Park School, Maidstone Grammar School and Oakwood Park Grammar School. The regional campus of the University for the Creative Arts is located on the west of the town.

Overview of ITIL® 2011 Edition

Information Techno...