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 Aberdeen

Aberdeen is city located in Scotland and the third city with a large population.  Aberdeen is one of the 32 local government council areas of Scotland. It is the 37th area with a large population in the United Kingdom. The estimated population of the city of Aberdeen is 196,670, and for local authority area, it is 229,800.        Nicknames of Aberdeen include Silver city with Golden Sands, Granite City, and Grey city. In the middle 18th and 20th century, buildings of Aberdeen was covered by grey granite which sparkles like silver due to high mica content in it.

In 1970s North Sea Oil was discovered. Since 8000 years ago this area became a settlement when villages lie around the river, Don, and Dee. The climate of Aberdeen is a marine type. From David 1 of Scotland, Aberdeen got its Royal Burgh status. Two important universities of Aberdeen are the University of Aberdeen founded in 1495 and Robert Gordon University in 1992.

There are many setups of Traditional industries such as papermaking, fishing, textiles, and shipbuilding was taken by Aberdeen's seaport and oil industry. These industries were the main reason for the job creation for the local people. A number of people from nearby towns come here for job employment. One of the busiest commercial heliports is located in Aberdeen namely Aberdeen Heliport. In north-east of Scotland, largest seaport is situated. These used to lessen the burden of the traffic of the city.

In Aberdeen, the Aberdeen international youth festival is held that attract around 1000 talented arts companies. Ultimately, tourism industry booms in the town and provide employment to local people. In the year 2015, Mercer named Aberdeen 57th best city to live and Britain's 4th largest liveable city. Aberdeen was named as leading business hub by HSBC.

Education

There are two universities located in Aberdeen namely Robert Gordon University and the University of Aberdeen.  Earlier the University of Aberdeen was known as King's College, Aberdeen and William Elphinstone founded it in the year 1496. George Keith founded Marischal College in new Aberdeen in the year 1593. In the English speaking world, Aberdeen university is the fifth oldest. It provides degree related to various disciplines. Primary campus is located in old Aberdeen, and it has around 14000 students. Debating society of the university is oldest in Scotland and founded in the year 1646.

In the year 1750, Robert Gordon's College was founded by merchant Robert Gordon. In 1992 Robert Gordon Institute of Technology got its university status and became Robert Gordon University. Later the university expanded and developed rapidly. The Sunday Times named it the Best Modern University in the UK.

Robert Gordon University had two campuses one is located at Schoolhill/ St Andrew Street city center and another one at Garthdee.

Scottish Agricultural College is located outside Aberdeen. In Aberdeen, Marine Laboratory Aberdeen which has specialization in fisheries. Some other higher education institutions are Rowett Research Institute and Macaulay Land Use Research Institute. Aberdeen has 54 primary schools and 12 secondary schools that are handled by the city council. Among top 50 secondary schools in Scotland, comes Cutts Academy, Oldmachar Academy, and Hariaw Academy.

Various private schools are located in Aberdeen like Robert Gordon's College, Albyn School, and Hamilton school, St Margaret's School for Girls, International School of Aberdeen and Steiner School.  Aberdeen harbor was made modern in the late 1960s. In 1982 Fish Market was developed. In 1994 Telford Dock was established. In the year 1964, there was typhoid outbreak in 1964. During the 20th century, Aberdeen became the much healthier city. In 1985 Trinity center was opened. The present population of Aberdeen is 212000.

Overview of ITIL® 2011 Edition

Information Techno...