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 Milton Keynes

Milton Keynes is a town in Buckinghamshire, South East England, that lies equidistant from London, Birmingham, Oxford, Cambridge and Leicester.  Although the town was found as recent as January 1967 to provide for the more residential area, archaeologists have traced its existence back to the Bronze Age. When the town of Milton Keynes came into existence in 1967 it took under its umbrella the existing towns of Bletchley, Wolverton and Stony Stratford. The town got its name from the  Middle Age village of Milton Keynes which was mentioned as Middeltone in the 11th Century.

The town has a population of 250,00 as of now which is almost 5 times than it was when it came into existence in 1967.The design of this town was created by known urban planners and architects including Lord Norman Foster, Sir Richard MacCormac, Ralph Erskine, Henning Larsen, Martin Richardson and John Winter. The design the created was of a modernist type and used the grid square system.

The town is home to various parkland and lakes which are now known to characterize Milton Keynes now. Though one may find very tall buildings in Milton Keynes today, this was not so until 2004. Earlier, as a rule, no building could be taller than a tree.Milton Keynes is a combination of both the ancient and modern attracts visitors and new residents alike.

Villages and Towns in Milton Keynes

  • Bletchley - first recorded as Blechelai in the 12th century was a major Victorian junction that was the main cause of its development during that period. The villages of Water Eaton and Fenny Stratford also became a part of Milton Keynes later on.
  • New Bradwell – It was built for the railway workers especially to the north of Bradwell, across the canal and the railway, to the east of Wolverton. The old Wolverton to Newport Pagnell Line has now been converted to a Redway, a favourite for cyclists and so named because of the red pathways.
  • Great Linford - mentioned as Linford in the in the Domesday Book as Linford, features a church dating to 1215 AD that is dedicated to Saint Andrew. What is now an arts museum used to be the outer buildings of the 17th-century manor house. The Linford Manor has also become a well-known studio for recording.

Existing Districts and Councils of Milton Keynes

  • Bletchley and Fenny Stratford:, Central Bletchley, Denbigh North, Water Eaton, Denbigh East, Brick fields Denbigh West Fenny Stratford, Granby, Mount Farm, Newton Leys, Fenny Lock
  • Bradwell: Bradwell village, Bradwell, Bradwell Common, Rooksley, Heelands
  • Bradwell Abbey: Rooksley, Kiln Farm, Two Mile Ash, Wymbush, Stacey Bushes
  • Broughton and Milton Keynes: Middleton (including Milton Keynes Village), Pineham, Atterbury, Brook Furlong, Broughton, Fox Milne, Oakgrove, Northfield
  • Campbell Park: Springfield, Fishermead, Newlands, Oldbrook, Woolstone, Winterhill, Willen and Willen Lake
  • Central Milton Keynes: Campbell Park and Central Milton Keynes
  • Great Linford: Blakelands, Conniburrow, Downs Barn, Giffard Park, Bolbeck Park, Great Linford, Pennyland, Downhead Park, Neath Hill, Willen Park, Tongwell
  • Kents Hill, Monkston and Brinklow: Kents Hill, Brinklow, Monkston, Kingston
  • New Bradwell
  • Loughton: Great Holm, Loughton Lodge,  Loughton, Knowlhill
  • Old Woughton: Woughton Park, Woughton on the Green, Passmore
  • Shenley Brook End: Furzton, Emerson Valley, Kingsmead, Snelshall, Shenley Brook End, Westcroft, Tattenhoe Park, Tattenhoe,
  • Shenley Church End: Grange Farm, Crownhill, Melbourne, Hazeley, Oxley Park, Oakhill, Woodhill, Shenley Church End
  • Simpson: West Ashland, Simpson, Ashland
  • Stantonbury: Blue Bridge, Bancroft/Bancroft Park, Linford Wood, Bradville, Stantonbury Field, Stantonbury, Oakridge Park
  • Stony Stratford: Galley Hill, Fullers Slade
  • Walton: Walton, Walton Hall, Caldecotte, Old Farm Park, Brown's Wood, Tilbrook, Tower Gate, Walnut Tree, Walton Park, Wavendon Gate.
  • West Bletchley: Denbigh Hall, Old Bletchley, Far Bletchley, West Bletchley
  • Wolverton and Greenleys: Wolverton, Old Wolverton, Greenleys, Hodge Lea, Stonebridge
  • Woughton: Netherfield, Beanhill, Peartree Bridge, Bleak Hall, Elfield Park, Coffee Hall, Eaglestone, Leadenhall, Redmoor, Tinkers Bridge.

Overview of ITIL® 2011 Edition

Information Techno...