Course Overview

Authorised training on Cisco, Microsoft, Nortel and VMware as well as generic networking, security, VoIP and wireless courses. Our management curriculum includes project management, business analysis and ITIL training.

Global Knowledge | Courses & Certifications

ITIL® Capability: Service Offerings & Agreements

Course Code: SOA
Day(s): 5
Price: £1,550.00 (ex. VAT)

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Overview

The course builds on the principles covered as part of the ITIL Foundation course and is aligned to the 2011 syllabus.

The focus of the course is to gain practical experience planning and executing processes within ITIL service offerings and agreements; the operational-level process activities and supporting methods and execution of these processes in a practical, hands-on learning environment. This course includes lecture, exercises, and scenario-based exam questions to increase your understanding of the core disciplines of ITIL best practices and position you to successfully complete the associated exam.

The main process focus areas of this course include: Business relationship management, Service portfolio management,Financial management for IT services,Demand management,Service catalogue management,Service level management,Supplier management.

Please note: The ITIL Foundation certification is required to take the exam at the end of class. Proof of certification must be provided.

The course is assignment based, with a strong emphasis on practical coursework, working as individuals and in teams.

Pre-Requisites

ITIL Foundation Certification (required)
Two to four years of relevant work experience

Next Course Dates

June
	25 Jun - 29 Jun, 2012	Wokingham	Add to Basket
July
	23 Jul - 27 Jul, 2012	London - Old Broad Street	Add to Basket
	30 Jul - 03 Aug, 2012	Leeds	Add to Basket
September
	24 Sep - 28 Sep, 2012	Wokingham	Add to Basket

Indicates a guaranteed course

More dates...

October
	08 Oct - 12 Oct, 2012	London - Old Broad Street	Add to Basket
November
	19 Nov - 23 Nov, 2012	Wokingham	Add to Basket
December
	10 Dec - 14 Dec, 2012	Leeds	Add to Basket

More dates in other countries...

June
	18 Jun - 22 Jun, 2012	Global Knowledge Frankrike, RUEIL (Norway)	Request Space
	18 Jun - 22 Jun, 2012	RUEIL ATHENEE (France)	Request Space
July
	09 Jul - 13 Jul, 2012	RUEIL ATHENEE (France)	Request Space
October
	15 Oct - 19 Oct, 2012	RUEIL ATHENEE (France)	Request Space

More Information

Target Audience

IT operations, technical, or IT management personnel requiring more information about ITIL best practices and anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT.

Objectives

Importance of service management as a practice concept
Service lifecycle principals, purpose, and objective
Importance of ITIL service offerings and agreements while providing service
How all processes in ITIL service offerings and agreement interact with other service lifecycle processes
The activities, methods, and functions used in each of the ITIL service offerings and agreement processes
Use the ITIL service offerings and agreement processes, activities, and functions to achieve operational excellence
Measure ITIL service offerings and agreements
Importance of IT security and its contributions to ITIL service offerings and agreements
Technology and implementation considerations surrounding ITIL service offerings and agreements
Challenges, key performance indicators (KPIs), critical success factors (CSFs), and risks associated with ITIL service offerings and agreements

Content

Service Offerings and Agreements
How Service Offerings and Agreements Practices Support the Service Lifecycle#
Purpose, Objectives, Scope, and Value of Strategy Management for IT Services and the Design Coordination Process
Successful Services Depend on the Customer's Perception of Utility and Warranty
Relevance of Business Cases and Return-on-Investment to Service Offerings and Agreements Practices
Business Relationship Management
Purpose, Objectives, and Scope
Business Value
Policies, Principles, and Basic Concepts
Triggers, Inputs, Outputs, and Process Interfaces
Information Management within the Business Relationship Management Process
CSFs and KPIs
Challenges and Risks
Key Roles and Responsibilities
Service Portfolio Management
Service Portfolio
Purpose, Objectives, and Scope
Business Value
Policies, Principles, and Basic Concepts
Triggers, Inputs, Outputs, and Process Interfaces
Information Management within the Service Portfolio Management Process
CSFs and KPIs
Challenges and Risks
Key Roles and Responsibilities
Financial Management for IT Services
Purpose, Objectives, and Scope
Business Value
Policies, Principles, and Basic Concepts
Triggers, Inputs, Outputs, and Process Interfaces
Information Management within the Financial Management for IT Services Process
CSFs and KPIs
Challenges and Risks
Key Roles and Responsibilities
Demand Management
Importance of Demand Management to Managing Services throughout their Lifecycle
Purpose, Objectives, and Scope
Business Value
Policies, Principles, and Basic Concepts
Triggers, Inputs, Outputs, and Process Interfaces
Information Management within the Demand Management Process
CSFs and KPIs
Challenges and Risks
Key Roles and Responsibilities
Service Catalog Management
Importance of the Service Catalog to the Service Lifecycle
Purpose, Objectives, and Scope
Business Value
Policies, Principles, and Basic Concepts
Triggers, Inputs, Outputs, and Process Interfaces
Information Management within the Service Catalog Management Process
CSFs and KPIs
Challenges and Risks
Production of a Service Catalog
Key Roles and Responsibilities of Service Catalog Management
Service Level Management
Importance of Service Level Management to the Service Lifecycle
Purpose, Objectives, and Scope
Business Value
Policies, Principles, and Basic Concepts
Triggers, Inputs, Outputs, and Process Interfaces
Information Management within the Service Level Management Process
CSFs and KPIs
Challenges and Risks
Contents of Service and Operational Level Agreements (SLAs and OLAs)
Key Roles and Responsibilities
Supplier Management
Purpose, Objectives, and Scope
Business Value
Policies, Principles, and Basic Concepts
Triggers, Inputs, Outputs, and Process Interfaces
Information Management within the Supplier Management Process
CSFs and KPIs
Challenges and Risks
Key Roles and Responsibilities
Technology and Implementation Considerations
Generic Requirements for Service Management Technologies
Evaluation Criteria for Technology and Tooling for Process Implementation
Good Procedures for Practice and Process Implementation
Challenges, CSFs, and Risks Related to Implementing Practices and Processes
How to Plan and Implement Service Management Technologies

Certification

To prepare for the end-of-class exam, we recommend that you review the ITIL 2011 publications Service Strategy (2011 Edition, ISBN 9780113313044) and Service Design (2011 Edition, ISBN 9780113313051) and complete at least 12 hours of personal study.

Please note you must bring a copy of your ITIL Foundation exam certificate, this is required in order for you to take the exam associated with this course.

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