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 Harrogate

Harrogate is a district situated in the shire county of North Yorkshire. The town is famous for its Spa Industry. It is also a tourist place. The major attractions of the town are RHS Harlow Carr gardens and spa waters. The city also has a National park. In the 17th century, the town was divided into High Harrogate and Low Harrogate. Now the two towns combined known as Harrogate. People are very friendly there and in the survey of 2013, it was voted as the happiest place among any other cities in the England. Elements such as common salt, Sulphur and Iron are found in huge quantity in the Spa water. In the Georgian era of the 16th century, this town was famously known as The English Spa. The Iron-rich water had been used for medical treatment for two centuries (17th and 18th). Because of this sure shot treatment, there had been a large number of people migrated to this town. So, it added a lot more wealth in the basket of the town.

History

As per the records of the 13th century, the earlier names of the town were Harrowgate, Harrogate and Harwegate. Still, no one could explain the origin of the town. During the late 13th century, King Edward III admittedly the Knaresborough forest to his son John. He was Duke of Lancaster. The root cause of the development of the Harrogate was owing to Sulphur and Iron-rich water. William Slingsby found the similar properties of Belgian spa water in the water of Tewit well. Edmund Deane gave a push to the importance of water and published in its book. A very important episode of past i.e creation of water gas by Engineer Samson Fox is also associated with the town. His invention was in the field of heating and gas lighting. By using this, he lit Parliament Street by water-gas. He had been mayor for 3 terms.

Geography

The town provides shelter to many travellers working in Bradford and Leeds. The property prices are very high here. There are many properties in the town as well as villages that have worth more than 1 million pounds. The climatic condition of the town is dry in summer and mild during winters.  There are many towns that have establishments below the Harrogate.

Economy and Landmarks

The economy of the town is very strong. It is also one of the flexible economies in the Britain.  The Harrogate International Centre hosts the conferences appreciated at the global level. It earns huge revenue from here. This Centre is appreciated by all over the Britain and Europe as well. Other famous items that have been exported by Harrogate are Farrah’s Toffee, Harrogate Blue Cheese, Harrogate Bluewater, and Yorkshire Tea. The famous Architect Temple Lushington Moore constructed a famous building St Wilfrid in the town. The Frank Matcham renowned Royal Hall Theatre is also in the city. The Royal Pump Room representing town’s spa industry also attracts tourists to the town. Other prominent places are Montpellier quarter, The Valley Gardens, Crescent Gardens and a few more.

Culture

The today’s Harrogate Theatre helped the British soldiers that were fighting Boer War in South Africa. The North of England’s leading arts festival i.e Harrogate Festival of Arts and Science has also been celebrating in the city. As per channel 4 TV show 2005, it stood at third place to live in the UK. The number dropped to one in the next year.

Sport and Transport

The Finish Line of the first stage of the Tour de France is organised by Harrogate Authority. The Event attracted a huge bulk of the crowd from other parts of the world and it was telecast to the global audience. It is well connected with road, railway and air.

Overview of ITIL® 2011 Edition

Information Techno...