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 Bournemouth

Bournemouth is a large coastal resort town lies on the southern coast of England with a population of around 183,491 according to 2011 census. The city is located 94 miles southwest of London. The city has the largest settlement in Dorset and forms the conurbation of South East Dorset with the total population of around 465,000. The city was also referred as deserted heathland and it was occasionally visited by gangs of smugglers and fishermen. The city became popular in 1870 and economy boomed with the establishment of the railway. The city has been part of Ceremonial County and governed by unitary authority.

The city is famous for its beautiful beaches and buzzing nightlife attracting more than five million visitors every year. The city is also known for its Victorian architecture and 62 m spire of St Peter’s Church, Grade 1 listed church in the borough. CCTV cameras were introduced in the city and used for public street based surveillance and it became the first town in the United Kingdom to use CCTV cameras. The city serves as a major tourist and regional centre for entertainment and recreation and has a popular nightlife destination with UK visitors.

History

The area spread around the mouth of the River Bourne was part of Hundred of Holdenhurst including settlements of Muscliff, Ilford, North Ashley and Tuckton, later on, integrated into the Manor of Christchurch. Some ancient settlements were found along the River Stour in late 19th and early 20th century including Iron Age and Bronze Age. In 1932, 5500 years old skull was also found in Longham. Before the 18th century, only fishers and turf cutters were regular visitors and there was no evidence of human settlement at the mouth of the Bourne River.

The city had 70% of the common land before Christchurch Inclosures Act 1802, after that 5000 acres of land transferred to the private owners. These early attempts were made for the development of the town as a healthy town. The city was developed into a small community and spread around the area includes the tree-lined walk to the beach and pines. The Railways came into the city in 1870 and city faced the next phase of development with increasing population. It also became a favourite destination for visiting artists and writers. In 1900, the city became a municipal borough and then became a county borough. During the fortification against invasion in Second World War, the seafront of the city faced a great damage but luckily the town escaped form heavy bombing.  

Economy

The economy of the city is primarily dependent on the public and financial service sector, provide employment to 95% of the workforce. The city is lacking behind in communications and transport compared to other cities of the country. The city is home to notable employers including Tata Consultancy Services, JPMorgan, RIAS insurance and Liverpool Victoria. The city is predominantly dependent on its manufacturing industry on neighbouring town Poole. Tourism plays a crucial role in the development of the city and contributes to the local economy. The seafront of the city is considered as one of the biggest attractions of the United Kingdom and became a popular destination for stag and hen parties. The city provides a broad range of night-time activities as well as maintaining the safety of both visitors and residents.

Education

The local education authority was formed in 1903 and it was again established with the reorganization of local government in 1974. The city lost the status of County Borough and became a unitary authority. The city follows a two-tier comprehensive education system with presence of a number of primary and secondary schools in the borough. The city is home to Bournemouth University and Arts University for higher education.

Overview of ITIL® 2011 Edition

Information Techno...