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 Sheffield

Sheffield is also known as the Steel City to the entire world. In its prime during the 1900’s it was known for its industry. Today, however, this very same industrial city boasts of lush green parks. The city presents the localities and visitors with cultural scenes that include theatres, festivals, street arts, music and much more. Deriving its name from the River Sheaf, the city is located in South Yorkshire, England.

Transport

Road

Sheffield links to the national highway through the M1 and M18 motorways. The city centre is connected with the motorways by the Sheffield Parkway.

Rail

The following are the routes that pass through Sheffield:

  • The Midland Main Line
  • The Cross Country Route
  • Routes that link the cities of Liverpool and Manchester with East Anglia and East Anglia.

Sheffield now has a direct connection to mainland Europe with the St Pancras International completed. There are trains from France and Belgium that connect to Sheffield railway station. The express train known as the Master Cutler connects Sheffield to the capital city.

 In 2010 the ruling government announced in October 2010 that Sheffield and Leeds would be served by the same line, which will also connect to Manchester, due to the proposed High-Speed Rail network. Another line proposed to begin by 2025, the Yorkshire/East Midlands High-Speed line, will be in service by 2032.

Other trains that serve Sheffield are provided by TransPennine Express, Northern and CrossCountry. The city has five other railway stations. Meadowhall, the second largest station in Sheffield serves as a bus, rail and tram interchange. Other commuter stations include services from Dore and Totley, Woodhouse, Chapeltown and Darnall.

Coach

The National Express and the Megabus are two services that operate the coach services in Sheffield. National Express serves the interchanges at Sheffield, Meadowhall and Meadowhead Bus Stop. Megabus only serves Meadowhall. Sheffield is connected by the National Express route 560/564 to London Victoria Coach Station through Chesterfield and Milton Keynes directly. It operates on the route 12 times a day bi-directionally. The two services that connect Sheffield to Manchester and Heathrow/Gatwick Airports respectively are 350 and 240.The M12 and M20, which are services provided by Megabus, call at Sheffield on the way to London from Newcastle upon Tyne and Inverness respectively.

Canal

A system navigable inland waterways - the Sheffield and South Yorkshire Navigation (S&SY)  in Yorkshire and Lincolnshire – is mainly based on the River Don which runs for a length of 43 miles with 29 locks. These waterways connect Doncaster, Sheffield,    and Rotherham with the River Trent at Keadby and the Aire and Calder Navigation.

Air

The Sheffield City Airport in 2008 had to be shut down. The entire traffic from Sheffield was as thus to the Doncaster Sheffield Airport which is at a distance of 29 km from the city centre. The airport used to be the site of former RAF Finningley base. The airport opened to the public on 28 April 2005. In a year the airport is capable of handling a million passengers.

A link road that was inaugurated in February 2016 and connects Doncaster Sheffield Airport to the M18 motorway has reduced the journey time from Sheffield by approx. 15  minutes.

The East Midlands Airport is an hour's drive from Sheffield while Manchester Airport connects to Sheffield directly through an hourly train.

Attractions

  • The Sheffield Walk of Fame
  • Wheel of Sheffield
  • Heeley City Farm and Graves Park

Theaters

  • The Lyceum Theatre
  • The Crucible Theatre
  • Montgomery Theatre

Museums

There are two trusts that manage the museums in Sheffield. They are Museums Sheffield and Sheffield Industrial Museums Trust.

  • Museums Sheffield
    • Weston Park Museum
    • Millennium Galleries
    • Graves Art Gallery
  • Sheffield Industrial Museums Trust
    • Kelham Island Museum
    • Abbeydale Industrial Hamlet
    • Scheduled Ancient Monument
    • Shepherd Wheel

Overview of ITIL® 2011 Edition

Information Techno...