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ITIL Service Capability: Service Offerings and Agreements

Course Details

In this course, you will be immersed in the practical aspects of the ITILservice lifecycle and processes associated with service offerings and agreementsas they relate to services and service delivery. You will focus on theoperational-level process activities and supporting methods and learn to executethese processes in a practical, hands-on learning environment. This courseincludes lecture, exercises, and scenario-based exam questions to increase yourunderstanding of the core disciplines of ITIL best practices and position you tosuccessfully complete the associated exam. The exam will be offered on thelast day of the course at 1:00 pm.

The main process focus areas of this course include:

  • Business relationship management
  • Service portfolio management
  • Financial management for IT services
  • Demand management
  • Service catalogue management
  • Service level management
  • Supplier management

Please note: The ITIL Foundation certification is required to take theexam at the end of class. Proof of certification must be provided no later thanthe first day of class.

Certification:

ITIL Intermediate Qualification: Service Offerings and Agreements certificate

Course Prerequisites

  • ITIL Foundation Certification (v3 or newer) required
  • Two to four years of relevant work experience
  • To prepare for the end-of-class exam, we recommend that you review the ITIL 2011 publications Service Strategy and Service Design and complete at least 12 hours of personal study

Course Agenda

1. Service Offerings and Agreements

  • How Service Offerings and Agreements Practices Support the ServiceLifecycle
  • Purpose, Objectives, Scope, and Value of Strategy Management for ITServices and the Design Coordination Process
  • Successful Services Depend on the Customer's Perception of Utility andWarranty
  • Relevance of Business Cases and Return-on-Investment to Service Offeringsand Agreements Practices

2. Business Relationship Management

  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Triggers, Inputs, Outputs, and Process Interfaces
  • Information Management within the Business Relationship ManagementProcess
  • CSFs and KPIs
  • Challenges and Risks
  • Key Roles and Responsibilities

3. Service Portfolio Management

  • Service Portfolio
  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Triggers, Inputs, Outputs, and Process Interfaces
  • Information Management within the Service Portfolio Management Process
  • CSFs and KPIs
  • Challenges and Risks
  • Key Roles and Responsibilities

4. Financial Management for IT Services

  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Triggers, Inputs, Outputs, and Process Interfaces
  • Information Management within the Financial Management for IT ServicesProcess
  • CSFs and KPIs
  • Challenges and Risks
  • Key Roles and Responsibilities

5. Demand Management

  • Importance of Demand Management to Managing Services throughout theirLifecycle
  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Triggers, Inputs, Outputs, and Process Interfaces
  • Information Management within the Demand Management Process
  • CSFs and KPIs
  • Challenges and Risks
  • Key Roles and Responsibilities

6. Service Catalog Management

  • Importance of the Service Catalog to the Service Lifecycle
  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Triggers, Inputs, Outputs, and Process Interfaces
  • Information Management within the Service Catalog Management Process
  • CSFs and KPIs
  • Challenges and Risks
  • Production of a Service Catalog
  • Key Roles and Responsibilities of Service Catalog Management

7. Service Level Management

  • Importance of Service Level Management to the Service Lifecycle
  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Triggers, Inputs, Outputs, and Process Interfaces
  • Information Management within the Service Level Management Process
  • CSFs and KPIs
  • Challenges and Risks
  • Contents of Service and Operational Level Agreements (SLAs and OLAs)
  • Key Roles and Responsibilities

8. Supplier Management

  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Triggers, Inputs, Outputs, and Process Interfaces
  • Information Management within the Supplier Management Process
  • CSFs and KPIs
  • Challenges and Risks
  • Key Roles and Responsibilities

9. Technology and Implementation Considerations

  • Generic Requirements for Service Management Technologies
  • Evaluation Criteria for Technology and Tooling for Process Implementation
  • Good Procedures for Practice and Process Implementation
  • Challenges, CSFs, and Risks Related to Implementing Practices andProcesses
  • How to Plan and Implement Service Management Technologies

10. Exam Preparation/Mock Exam

11. Exam