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 Chelmsford

The city of Chelmsford is the principal settlement. It is under the jurisdiction of official charge of Essex which is situated in the eastern region of England. The combined population of the district and urban city is nearly 3 lakh. Its main communities get its name from various cities. In the year of 2012, the queen officially gave it the status of a city. The people of Chelmsford is known as Chelmsfordian. Various ethnic groups in the town get its name from the city of Chelmsford. Preferably, the commuters of various nearby towns make the population of the town. The rail journey between Chelmsford and central London takes 30 minutes less as compare to road journey.

History

During 11th century, there was a bridge that constructed over the River Can. This bridge played important role in the transformation of the town and this town got popularity and started recognizing as a popular town. Prior to 1189, this town was recognised as Celmeresfort and since 1189, the name had changed to Chelmsford. The market was opened immediately after the construction of the bridge over the River Can. It underwent many attacks during 1939 to 1945 and light engineering war production unit was the softest target of the enemies. In 1943, Luftwaffe bombarded where 55 people died and thousand got homeless. After the 1980s, the government has not been giving due importance to defence related industry and this industry drastically impacted during these years. The famous company Marconi shut most of its factories or sold to some other firms.

Administration and policies

This town has its unique geography. It is important for political strategy. It has been recognised as a country town since the 12th century. The various company headquarters such as Essex Country council and Chelmsford city council are situated here. Vicky Ford is the present MP of Chelmsford. He got 22% more votes as compared to his Counter Part.

Demography

As per 2001 census, there was high sex ratio in this region with 50% females and 49% males. Almost 95% people are white and 70% of them follow Christian religion.

Economy

At the initial stage, Agriculture was the only profession that people did with full zeal but with time, it followed the interests in other industries too. There was a small market where people usually do business and earn money. Guglielmo Marconi brought revolution by introducing world first wireless factory. He has great contribution in the invention of the radio. Crompton electrical Engineering, Hoffmann Ball Bearings, English electric valve company, Britvic are the other leading developments in the past. Chelmsford has the best nightlife. The old, as well as superior quality wines, are easily available here.

Transport

The Eastern Counties Railway was introduced a few years prior to the mid-18th century. There were three major viaducts constructed in the past and the major one is 18 arch central park viaduct. A new railway project is in line and it will complete in 2020.

Famous places

The two famous tallest buildings are built nearly 1960s. They are Parkside court and Melbourne court. Till now with 110 m height, the chain home radar tower is the tallest among other buildings.  A person can see it from any part of the city.

Climate

It has a maritime climatic condition. It experiences warmer climate as compared to rest of the United Kingdom. It receives the lowest rainfall and remains drier throughout the year. The rainfall is between 500 mm and 550 mm yearly.

Education, Media and Sports

There are many schools for primary education but Chelmsford College gets a bulk of students for higher education. The radio of this city operates from outside the country. The Chelmsford City Football club representing in the various national championship. The Rugby football club is very famous of this region.

Overview of ITIL® 2011 Edition

Information Techno...