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 Peterborough

Located in Cambridgeshire, England, on the River Nene, Peterborough had a population of 183,631 as of 2011. The city is decorated by its castles.Lying around 74 miles north of London, the city has been a part of Northamptonshire for a long time. The railway station at Peterborough that lies on the East Coast Main Line between London and Edinburgh, is considered to be a significant stoppage.

At some places, Peterborough lies below sea level while at others it is seen lying on a flat land. Archaeological finds reveal the existence of human beings at the Peterborough location even before the Bronze Age. During the Anglo-Saxon period, monasteries started springing up with one of them being the Medeshamstede monastery. The Peterborough Cathedral is the new name for the same monastery.

With the arrival of the railways in the 19th Century, the population of Peterborough started to grow. Industrialization also saw a steep rise with the arrival of railways. Peterborough developed as a centre of bricks manufacturing. It was in the mid-20th century that the development of Peterborough came to a standstill and remained so till 1960’s. This was mainly due to the Second World War.

Now, the Peterborough administration is having plans that will provide better facilities to the citizens such as housing, health, road and other means of transport. A sum of around £1 billion is being spent on the redevelopment of the city and its neighbours.

Sports :

Peterborough has teams for various games such as American and Australian rules football athletics, cricket, football, hockey, ice hockey, rowing, and rugby. Between 1906 and 1974, Northamptonshire has been home to some home games of the city in various games.  The Peterborough Hockey Club and the Peterborough Town Cricket Club use the Westwood ground to play their home games in this city.

Notable people:

Some of the most notable people were born in Peterborough. They include:

  • George Alcock - An astronomer
  • John Clare – Poet
  • Christopher Perkins – artist
  • John Payne – A noticeable Catholic martyr
  • Sir Henry Royce – Known as the co-founder of Rolls-Royce he was also the first Baronet of Seaton, and an engineer as well.
  • John Hill – Author, Actor and Physician
  • Frank Horrabin - A socialist writer cum illustrator
  • Dr Richard Cumberland – Philosopher
  • Hereward the Wake - an outlaw

Musicians

  • Sir Thomas Armstrong – The Royal Academy of Music designated Armstrong as the Principal of the academy.
  • Andy Bell - pop band Erasure’s lead vocalist
  • Paul Nicholas - actor and singer

Media

  • Claudia Katz Minnick – famed for "Spider-Man" where she played Robbie's Assistant, "The Black Dahlia" (Frisk Bartender) and "Ouija" (Mother)
  • Simon Bamford – The 'Hellraiser' franchise
  • Adrian Lyne – Fatal Attraction, Oscar-nominated director
  • Sarah Wood - television presenter
  • Jake Humprey – Presenter with BBC Formula One
  • Adrian Durham - football journalist, presenter on Talksport radio
  • Brian J.Ford - Broadcaster, Biologist and Author

Sporting World Personalities

  • David Bentley – Footballer with Tottenham Hotspur and England
  • Craig Jones - Motorcycle Racer
  • Louis Smith – A gymnast from the United Kingdom who won an  individual Olympic medal in the last hundred years first of all
  • Isaiah Brown – Football player with Chelsea

Town Twinning :

To promote friendship among various troubled nations after the Second War, Europe adopted the method of town twinning. Its main purpose was to spread greater friendship and harmony among the different European cities. Town twinning is an agreement to help in the various activities and projects that are organised by the communities of both the countries. This also leads to the development of lifestyle, historical, and cultural similarities and differences. The various town with which Peterborough has twinning are listed below:

  • Spain - Alcalá de Henares, 1986
  • France - Bourges,1957
  • Italy - Forlì, 1981
  • Germany -Viersen, 1981
  • Ukraine - Vinnytsia, 1991

Overview of ITIL® 2011 Edition

Information Techno...