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 Preston

Preston, Lancashire is situated at the north bank of Ribble river, It comes under the jurisdictional area of Lancashire, northwest of England. It got the status of a city in 2002. According to 2011 census. It has a population of 1 lakh 23 thousand. Some past actions of Preston provide a sign of Romans presence like the roman built road which headed to a camp at Walton-le-Dale. Flemish weavers helped in the expansion of the textile business. During 18thcentury, it was recognised as a pretty town by Edmund Calamy. It is also a birthplace of Sir Richard Arkwright who discovered rotating frame. It underwent rapid and sudden population and economic growth during the industrial revolution.

History

The Romans built many roads through the centre of today’s Preston. There had been many roads built on the outskirts of the Preston. The tax collection of the town in the 12th century also depicted this town as the wealthiest ones. During a charter of 1179, King Henry II gave the right to organise Guild Merchant. The Process of celebrating this festival is only continued by Preston. The latest was celebrated in 2012. It celebrates after every 20 years of break. The town is located exactly between Glasgow and London. There had been many deadly wars fought on the land of Preston.  A nasty incident of strike where few deaths occurred is also associated with the town.  During the 19th century, the town was transformed from small industrial one to larger one.

Governance

The unparished urban settlement accounts 19 councillors. They have been looking after the administration of the Preston. The Preston and Wyre and Preston North are two Westminster constituencies. The Lancashire county council is looking after the administration of Lancashire and Preston. They also look after development projects and finalising of funds for any projects.

Geography and Climate

The Ribble river is the famous river which flows south of the city. The view is very beautiful of the river and attracts tourists from nearby towns. Cities such as Manchester, Liverpool and Blackpool are near to it. Preston weather is a moderate nautical type with a very less fluctuation in the day to day weather condition. The official Met Office does time to time updating of climate change for local people. It is located at Moor Park which is 1 mile north of City Centre. The maximum temperature marked in last month of 2010.

Demography

Roman Catholic Christian community has been a dominant community for many years. People have strong faith in Christian religion here. Due to the migration of various communities in this region, the Muslim population is also increased in multifold number like Gujarati Indian descent. 10% population is the atheist who does not follow any religion. ‘PRESTON’ name was taken from the religious town of “priests” which has a strong belief in Christian and Catholic community.

Economy

The British defence aerospace Industry BAE systems main centre is located in Preston. The major aircraft design Headquarter is also located nearby Warton. It is strategically important part of the country as far as security is concerned.

Landmark

A few famous landmarks such as Museums, Parks and natural reserves are Harris museum and art gallery, Broughton cottage museum, Ribble steam railway, Museum of Lancashire, Avenham Park, Ashton Park, Moor Park, Miller Park, Grange valley, Hills and hollows valley and a few more.

Transport

The Preston By-Pass started in 1958, became the first stretch of the United Kingdom. It connects M6 and M55 highways. The main purpose was to ease the traffic of Blackpool and The Lake District. Preston railway has been giving its services since 1838. Five main bus operators such as Preston Bus, Ribble Motor Services etc. serve the region of Preston.

Overview of ITIL® 2011 Edition

Information Techno...