ITIL® Service Capability: Service Offerings and Agreements

In this course, you will be immersed in the practical aspects of the ITIL service lifecycle and processes associated with service offerings and agreements as they relate to services and service delivery. You will focus on the operational-level process activities and supporting methods and learn to execute these processes in a practical, hands-on learning environment. This course includes lecture, exercises, and scenario-based exam questions to increase your understanding of the core disciplines of ITIL best practices and position you to successfully complete the associated exam. The exam will be offered on the last 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 the exam at the end of class. Proof of certification must be provided no later than the first day of class.

Certification:

ITIL Intermediate Qualification: Service Offerings and Agreements certificate

View Entire Schedule

Importance of service management as a practice concept
Service lifecycle principals, purpose, and objective
Importance of ITIL service offerings and agreements while providing service
How all processes in ITIL service offerings and agreement interact with other service lifecycle processes
The activities, methods, and functions used in each of the ITIL service offerings and agreement processes
Use the ITIL service offerings and agreement processes, activities, and functions to achieve operational excellence
Measure ITIL service offerings and agreements
Importance of IT security and its contributions to ITIL service offerings and agreements
Technology and implementation considerations surrounding ITIL service offerings and agreements
Challenges, key performance indicators (KPIs), critical success factors (CSFs), and risks associated with ITIL service offerings and agreements

Viewing outline for:

Classroom Live Outline

1. Service Offerings and Agreements

How Service Offerings and Agreements Practices Support the Service Lifecycle
Purpose, Objectives, Scope, and Value of Strategy Management for IT Services and the Design Coordination Process
Successful Services Depend on the Customer's Perception of Utility and Warranty
Relevance of Business Cases and Return-on-Investment to Service Offerings and 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 Management Process
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 Services Process
CSFs and KPIs
Challenges and Risks
Key Roles and Responsibilities

5. Demand Management

Importance of Demand Management to Managing Services throughout their Lifecycle
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 and Processes
How to Plan and Implement Service Management Technologies

10. Exam Preparation/Mock Exam

11. Exam

1. Service Offerings and Agreements

How Service Offerings and Agreements Practices Support the Service Lifecycle
Purpose, Objectives, Scope, and Value of Strategy Management for IT Services and the Design Coordination Process
Successful Services Depend on the Customer's Perception of Utility and Warranty
Relevance of Business Cases and Return-on-Investment to Service Offerings and 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 Management Process
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 Services Process
CSFs and KPIs
Challenges and Risks
Key Roles and Responsibilities

5. Demand Management

Importance of Demand Management to Managing Services throughout their Lifecycle
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 and Processes
How to Plan and Implement Service Management Technologies

10. Exam Preparation/Mock Exam

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 publicationsService Strategy (2011 Edition, ISBN 9780113313044) and Service Design (2011 Edition, ISBN 9780113313051) and complete at least 12 hours of personal study

ITIL® Intermediate Certification Prep

IT operations, technical, or IT management personnel requiring more information about ITIL best practices
Anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT

This course qualifies you for the following PMI® Professional Development Units (PDUs):

Strategic and Business Management = 15
Technical Project Management = 15

Total = 30

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ITIL® Service Capability: Service Offerings and Agreements

Course Overview

Certification:

Schedule

What You'll Learn

Outline

Classroom Live Outline

1. Service Offerings and Agreements

2. Business Relationship Management

3. Service Portfolio Management

4. Financial Management for IT Services

5. Demand Management

6. Service Catalog Management

7. Service Level Management

8. Supplier Management

9. Technology and Implementation Considerations

10. Exam Preparation/Mock Exam

11. Exam

1. Service Offerings and Agreements

2. Business Relationship Management

3. Service Portfolio Management

4. Financial Management for IT Services

5. Demand Management

6. Service Catalog Management

7. Service Level Management

8. Supplier Management

9. Technology and Implementation Considerations

10. Exam Preparation/Mock Exam

Prerequisites

Who Should Attend

PDUs

Follow-On Courses

Exam Guarantee

Course Delivery