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ITIL® v3 Intermediate Qualification: Service Offerings and Agreement

 
Course: 998     Type: Course Workshop     Duration: 5 Days

Quick Enroll    

You Will Learn How To
  • Prepare for and take the ITIL Service Offerings and Agreement Certification Exam
  • Outline key activities for the Service Offerings and Agreement processes in the context of the Service Lifecycle
  • Achieve operational excellence by using the Service Offerings and Agreement processes, activities and functions
  • Measure the success of Service Offerings and Agreement by applying key metrics

Course Benefits
By implementing ITIL Service Offerings and Agreement best practices, IT departments can ensure high levels of customer satisfaction by integrating demand and supplier management with the service portfolio and service catalog. In this course, you learn how to plan, implement and optimize the Service Offerings and Agreement processes and gain the skills required to take the ITIL Service Offerings and Agreement Certification Exam.

Who Should Attend
This course is valuable for those who want to achieve ITIL Service Offerings and Agreement certification. The ITIL v3 Foundation Certificate (or v2-v3 bridge equivalent) is required to take the ITIL Certification Exam on the final day.

Course Workshop
In this course, you gain knowledge of the Service Offerings and Agreement processes. Workshops include:
  • Documenting current and prospective services
  • Producing a Service Catalog from a business and technical viewpoint
  • Identifying patterns of activity through demand management
  • Applying Continual Service Improvement

Course 998 Content
Introduction and Overview
  • Service Management as a practice
  • Role of processes in Service Management
  • How Service Management creates business value
Service Portfolio and Service Catalog Management
Principles of Service Portfolio Management (SPM)
  • Thinking strategically : SWOT
  • Achieving customer focus
  • Pricing and chargeback models
  • Allocating resources
  • Relationship between Service Catalog and service pipeline
  • Linking business and IT services
Integrating the Service Catalog into the Service Portfolio
  • Purpose, goals and objectives
  • Technical and business Service Catalogs
  • Detailing operational services
  • Using key metrics and critical success factors
  • Producing a Service Catalog
Service Level Management
Service Management goals
  • How Service Level management creates business value
  • Analyzing and explaining the scope of the process
The Service Management process
  • Negotiating SLAs
  • Deliverables, roles and responsibilities
  • SLAs, OLAs and review meetings
  • Planning for Service Improvement Projects (SIPs)
Demand and Supplier Management
Demand Management
  • Managing capacity to maximize value
  • Identifying patterns of business activity
  • Connecting demand management to the service portfolio
Supplier Management
  • Analyzing the use of the Supplier Management process
  • Process scope and objectives
  • Matching contractor capabilities with business needs
  • Ensuring supplier performance
  • Contract administration
  • Contract management
Financial Management
How Financial Management contributes to the Service Lifecycle Operation
  • Managing financial considerations
  • The scope, purpose and goals of the process
Principles of Service Economics
  • Budgeting, accounting and charging
  • Service valuation
  • Building a business case
  • Enabling service demand modeling and management
  • Generating and disseminating information
  • Dealing with complex chargeback issues
Roles and Responsibilities
  • Business Relationship Management: the role of business relationship managers
  • Service Portfolio Management
  • Service Catalog Management
  • Service Level Management
  • Demand and Supplier Management
  • Financial Management
Technology and Implementation Considerations
  • Technology implementation as part of implementing service management
  • Special technology functions related to Service Offerings and Agreement
  • Generic requirements and evaluation criteria
  • Good practices for implementation
  • Challenges, critical success factors and risks
  • Documenting and monitoring SLAs
Common Service Activities
  • Aligning technology with the overall service and process objectives
  • Service monitoring and control
  • Deming cycle
  • CSI techniques
Continual Service Improvement
  • Implementing an effective CSI program
  • Service reporting
  • Cost benefit justification
  • Benchmarks

Important Course Information

Related Courses
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. Swirl logo is a Trade Mark of the Office of Government Commerce.
  
 
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Save an EXTRA $200 on a 10-Day Training Pass!

ITIL v3 Intermediate Qualification: Service Offerings and Agreement
Upcoming Dates
Oct 27 - 31, 2008
 Washington, DC (Reston, VA)
Nov 17 - 21, 2008
 Washington, DC (Alexandria, VA)
Dec 1 - 5, 2008
 New York
Dec 8 - 12, 2008
 Chicago (Schaumburg)
Dec 8 - 12, 2008
 Ottawa
Jan 5 - 9, 2009
 Washington, DC (Rockville, MD)
Jan 26 - 30, 2009
 Toronto
Feb 2 - 6, 2009
 Washington, DC (Reston, VA)
Feb 9 - 13, 2009
 Los Angeles
Feb 23 - 27, 2009
 Washington, DC (Alexandria, VA)

ITIL v3 Intermediate Qualification: Service Offerings and Agreement
Bring Learning Tree On-Site

Course Tuition
$ 2,950 Standard Tuition
Tuition with a Savings Plan
$ 1,580 10-Day Pass
$ 1,665 Training Passport
$ 1,830 Flex-Pass
$ 2,095 Voucher 10-Pack
$ 2,655 Alumni Gold Discount
$ 2,620 Government Discount
 

 

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