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 Leicester

Leicester is a city lies in the East Midlands area of England. It is the unitary authority area located on the Soar River with a population of around 329,839 according to 2011 census. It is the county town of Leicestershire and the most populous area of the East Midland region. It is located at the crossing of two major railway lines as well as the confluence of the trunk routes and the motorways. Leicester, one of the oldest cities in England located near the National Forest’s eastern end. In 1889, the town became a county borough but later on it was dissolved in 1974 under Local Government Act, and finally, the city got its unitary status in 1997. The city is controlled by the Labour Party which is divided into three Parliamentary constituencies.

History

The history of the oldest city dates back at least two millennia. The Roman settlement came into existence around AD 47. Lindum, Bridge on the Fosse Way and Roman road were built in the city by the Corieltauvian settlement. It remains a matter of contention whether development was fortified by Romans. Recently, evidence of Roman cemetery was discovered outside the old city walls depicts the artwork of 300 AD. Other remaining found include the Roman Leicester baths are preserved and displayed at the adjacent museum. After the abandonment of Roman Empire, the city was governed by the kingdom of Mercia. The city became one of the five burghs of the Danelaw for a short period during the rule of Danish Vikings.

In 1790, Grand Union Canal was built in the city connected Leicester to Birmingham and London. With the arrival of railways in 1832, nearby collieries supplied coal to the city. Large mills, workshops and factories started setting up particularly along the river and canal. This development promoted the process of industrialisation and population of the city grew rapidly from 68,100 to 211,600 between 1861 and 1901. Major industrial employers include textiles, clothing and shoes had opened their manufacturing premises in the city.

Education

The city has a number of independent and comprehensive schools including grammar schools and three sixth form colleges. The local education authority of the city was established in 1997, but it has faced an enormous trouble during the local government reorganisation. The Office for Standards in Education, Children’s Services and Skills conducted an enquiry and found few strengths and many weaknesses in the educational authority. Although there has been a considerable improvement in the education system and steps have been taken to improve since then included the opening of Samworth Enterprise Academy, planning a new Children and Young People’s Services department.

Economy

The city has the largest economy in the East Midlands and home to major employers such as Everard's brewing, Brantano Footwear, Cambridge and Counties Bank, Dunelm Mill, DHL, HSBC and Santander banking, British Gas, Topps Tiles, British Telecom and Caterpillar. The GVA of the city is estimated to be 15.3 billion pounds according to a recent study by Experian.  Engineering sector played a significant role in the growth of the economy. The city houses engineering companies include Transmon Engineering, Jones and Shipman and Trelleborg. The two major shopping malls, Haymarket Shopping Centre and Highcross Leicester were built in the city. 

Transportation

The city is served by East Midlands International Airport located 20 miles north-northwest of the city and Leicester railway station located towards the eastern end of the centre of the city. The airport also serves as an important national hub for mail and freight networks of the major distributors. There are two main bus stations in the city: Haymarket Bus Station and St Margaret’s Bus Station. The rail network faced rapid growth in the city with the arrival of Eurostar international services.

Overview of ITIL® 2011 Edition

Information Techno...