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 Edinburgh

Edinburgh is the centre city of Scotland. The area is also under the jurisdiction of the council state.During the period of 15th century, it was also a capital city. The Scottish parliament runs administration from this city only. The king used to rule in the Edinburgh in the medieval era. Being a part of the Midlothian area, Edinburg has been known as a centre of learning for Scott Law, Medicine, literature, engineering and the various sciences. After London, it is the next important city for fiscal matters. Edinburgh has also become the United Kingdom’s second most common traveller terminus after London.

In a recent survey, the population of Edinburgh stood second in Scotland and on the seventh number in the United Kingdom. The 2016 official population estimates Edinburgh’s population at 464,990, while the local specialist area is placed at 507,170 for the local specialist area and the city area at 1,339,380 as of 2014.

Geography

The city is near to Scotland's Central Belt owing to which it is also surrounded by hills of nearby areas. The city centre is 2 1⁄2 miles southwest of the shoreline of Leith and 26 miles inland from the east coast of Scotland and the North Sea at Dunbar. The early burgh which looks like the Seven Hills of Rome is often said to be constructed on Arthur's Seat Calton Hill, Craiglockhart Hill, Corstorphine Hill, Braid Hill, Blackford Hill, and the Castle Rock. Edinburgh actually came up near the prominent Castle Rock.

There is a gap created by volcanic plugs millions of years ago between the Firth of Forth to the north and the Pentland Hills to the south. In addition to these, another hollow on the rock's south side formed a natural stronghold that formed the basis for building the Edinburgh Castle. The place from where the glacier receded is now occupied by the residential areas of Marchmont and Bruntsfield.

Places of Interest

Edinburgh is home to various libraries and museums such as the Writers' Museum,  the National Library of Scotland, National War Museum, National Museum of Scotland, Surgeons' Hall Museum, Our Dynamic Earth, the Museum of Childhood,  and the Museum of Edinburgh. The Museum on the Mound shows exhibits on money and banking in Edinburgh. Edinburgh Zoo, which is the second most popular in Scotland and paid attraction lies on Corstorphine Hill covering 82 acres. The Zoo has also loaned two pandas from China named as Tian Tian and Yang Guang.The Royal Yacht Brittania is also a 5-star visitor attraction after being decommissioned in 1997. It is docked permanently at the Ocean Terminal where many events take place aboard this yacht. Edinburgh houses various National Galleries of Art in Scotland along with many other smaller art galleries.

Housed in the National Gallery of Scotland, is its national collection. The National Gallery is linked to the Royal Scottish Academy that regularly plays host to a number of major painting exhibitions. The Scottish National Gallery of Modern Art is home to the modern collections at Belford. The Scottish National Portrait Gallery primarily focuses on photography and portraits.The City Art Centre in Market Street, which is owned by the city council, also shows various art exhibitions. The Fruitmarket Gallery also hosts contemporary art exhibitions that feature the works by famous British and international artists.Other small private galleries include the likes of Ingleby Gallery. This gallery provides shows with various interests by Callum Innes, Ellsworth Kelly, Peter Liversidge, Sean Scully, and Richard Forster.

Climate

Being close to the coastal region, Edinburgh has a maritime climate. The temperature remains mild throughout the year. Gogarbank is the official met office that provides an update of weather condition to local people.

Overview of ITIL® 2011 Edition

Information Techno...