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 Chorley

A market town in England known for its cotton industry, Chorley is located around 20 miles North West of Manchester. In the 1970’s the town was home to a large number of factories which have now been demolished.  A few that remain from the said period are Morrison’s chimney and some mill buildings. Chorley finds the origin of its name in two Anglo-Saxon words ‘Ceori’ and ‘ley’ where the former stands for a person of some status and the latter refer to a place name.

Education

Chorley has a number of primary schools which are supported both by the council as well as the church. There are six high schools in Chorley as listed below:

  • Parklands High School
  • Michael's CE High School
  • Southlands High School
  • Albany Academy
  • Holy Cross Catholic High School
  • Bishop Rawstorne CE Academy

Some of the privately owned schools also run just outside the borough. Children also go to the Runshaw College for further studies which have expanded now into the administration site of ROF Chorley. Another college in Chorley is the Lancashire College that also offers adult education. The Lancashire College also provides exhaustive residential courses to its students. The Chorley Training College (also known as the College Day Training College since 1960) was another college for Chorley based students that functioned till 1981.

Media

There are two local newspapers that serve the citizens of Chorley - the weekly Chorley Guardian and the free Chorley Citizen. Chorley’s radio station, the Chorley FM, is a famous radio station having been cited in the  British comedy show on the television Phoenix Nights. The radio station got a full license to broadcast only in 2005. Earlier, the broadcasts took place for a few weeks.

A comedy series by Dave Spikey, Dead Man Weds, was based in Chorley. Most of the characters in Steve Pemberton’s The League of Gentlemen were taken from Adlington, located in Chorley.

Seal Films, which operates from Higher Wheelton, and is a film production company, was nominated for a short film in 2001 for a Royal Television Society Award.

Economy

The first industry that appeared in Chorley was mining.This can be seen today even as there is evidence of abandoned quarries today even in the outskirts of Chorley. The mining industry eventually gave way to the cotton mills.

The technology to manufacture trucks was borrowed from a neighbouring town, Leyland. Today even we can see trucks plying with the name Leyland imprinted on them in various parts of the world. During the Second World War, a large factory that was located on Pilling Lane was responsible for producing military vehicles and tanks.

During the latter half of the twentieth century, Chorley saw a decline in its manufacturing products as due to the Second World War. The losses occurred in important industries such as textiles, coal, motor vehicles and armaments industries.

Leyland Trucks and BAE Systems happen to be the biggest employers in Central Lancashire.

The companies which make their presence felt in Chorley are the BAE Systems, Telnet, FedEx, North West depot, CSC, Multipart Solutions Limited,  Porter Lancastrian, and Merlin Cycles.

The initiative “Choose Chorley” launched by the Chorley Council in 2011 encouraged the small scale and large scale enterprises to invest in Chorley. The council also launched a website for the same purpose in 2014 at www.choosechorley.co.uk. The website provides introductions to important personalities of Edinburgh people in the town, financial incentives and tailored support for business growth to those who wish to invest in Chorley.

Transport

Chorley connects to the rest of the United Kingdom and the world through its ever busy transport system which includes:

Road

The A6 Roman road bisects Chorley straight through the town centre. The M61 also serves Chorley at Junction 6 and 8. also the M6 motorway connects to the west of Chorley with Junction 27. Also located on the M6 are the Charnock Richard services in Chorley Borough.

Bus

The following bus services connect Chorley to various parts of England

  • Stagecoach North West
  • Blackburn Bus Company
  • National Express

Rail

Chorley railway station is the main central railway station in Chorley. The following rail services are running through the Chorley railway station:

  • TransPennine Express – Services are offered to connect Manchester Airport and Windermere as also to Scotland without changing any rails in between.
  • Chorley is connected to Bolton, Preston and Manchester through the Northern Manchester to Preston Line.
  • Wigan-Blackburn Railway Line – Served Chorley up until 1960 when it was closed.

 There are other railway stations also that are located within the borough

  • on the Ormskirk Branch Line at Croston
  • on the Wigan–Preston line at Euxton
  • on the Manchester–Preston line at Adlington and Buckshaw Village

Waterways

 Chorley has the Leeds and Liverpool Canals running in parallel to it.In the Chorley area, there are a number of marinas and locks that serve the citizens of Chorley by providing waterway services. They include:

  • Cowling Launch, Chorley
  • Riley Green, Hoghton
  • Botany Bay Boatyard
  • Top Lock, Whittle
  • Botany Brow

Overview of ITIL® 2011 Edition

Information Techno...