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 Tredegar

Tredegar, once a centre of Industrial Revolution in South Wales, is located on the banks of the Sirhowy River in Monmouthshire. One of the most famous ironworks in Richmond, Virginia, United States, The Tredegar Iron Works, was named after this town in England.

History

Samuel Homfray, who founded the town, needed residential places for their workers. Thus Tredegar was developed more as a need than for any other purpose. Lt.Col. Sir Charles Gould Morgan granted his land on the east side of the Sirhowy river, in 1799 for the building of the iron works company. As a means to develop business,  Homfray married Sir Charles’ daughter Jane and got an extension to the lease. However, The west bank remained undeveloped as it fell under the ownership of Lord Tredegar.

Those who wanted to run their businesses in Tredegar, Homfray sold franchisees to them But in return, he took a percentage from each of them. He also saw to it that his currency did not go to others. For this, he paid in his own currency that could be used only inside the town. In a few years, the parish grew and the mode of transport was fast becoming the horse carriages.

Governance – Facts

  • Aneurin Bevan who introduced the system of British National Health Service was born in Tredegar. Aneurin Bevan also used to manage the Tredegar General Hospital.
  • Neil Kinnock was born in 1942 in Tredegar. He later went on to become a member of the Labour Party from 1983 to 1992. For almost the whole of his early life, he lived in Tredegar.
  • Michael Foot, the precursor to Neil Kinnock, was MP for the local constituency, Ebbw Vale
  • Once considered to be a Labour Party seat, Tredegar was ruled for a few years by Dai Davies a left-wing independent until the general election of 2010 took place.

 Architecture:

There are two marvels of architecture that worth a see – the Town Clock and the Bedwellty House. The Bedwellty House is famous as it used to be the living place for the founder of Tredegar i.e. Samuel Homfray. A Victorian garden surrounds the house without any gates. The Long Shelter is also a part of the Bedwelity House.

The Town Clock stands in the southern part of the town. The clock was gifted by Mrs R.P. Davies, who was the wife of the manager of Tredegar Ironworks and, who also conceived the idea as well. JB Joyce & Co of Whitchurch, Shropshire were assigned to build this clock. Once this was done, the clock was erected in the Circle according to the instructions of Mrs.Davies.

Riots :

The town of Tredegar is known for three major riots that rocked the town. They occurred in 1868, 1882 and 1911. Each of these riots had a different purpose.

  • The 1868 riots took place as the local candidate who was Colonel Clifford, who was considered a favourite, was not elected.
  • In 1882 anti-Irish riots erupted in Tredegar. It is so sad that there had been tensions in Tredegar since 1850 regarding the presence of Irish people.different reports from the time tell varying stories but all report one thing as similar, the riots started with the pelting of stones and then spread to the destruction of Irish homes. The Irish were beaten and had to leave Tredegar for safety.To bring normalcy back, troops were summoned from Newport and Cardiff.
  • 1911 saw riots returning to Tredegar once again. This time they were anti-Jewish riots. These riots started a process called the pogrom (borrowed from the Nazi dictionary). The pogrom was meant to filter Jews and annihilate them according to the Nazi policies.  Jewish shops were burnt and their property ransacked but no deaths happened in Tredegar.

Overview of ITIL® 2011 Edition

Information Techno...