ITIL® Capability: Service Offerings & Agreements - Course Description

 

 

This course focuses on the implementation and management of the processes and functions involved in Service Offerings and Agreements. This course particularly focuses on the Service Portfolio Management, Service Catalogue Management, Service Level Management, Demand Management, Supplier Management and Financial Management processes.

 

It is aimed at optimising the quality of services provided by IT organisations by responding to customer requirements in a cost justifiable manner, while also keeping information about the infrastructure up-to-date and relevant.

Objectives

Course work is completed in one five-day session during which participants will learn how to effectively implement, manage and optimise the Service Offerings & Agreements (SOA) processes. Participants will be prepared to sit the associated ISEB certification examination at the end of the course.

What You Will Learn

  • The importance of Service Management as a Practice concept
  • The importance of Service Offerings and Agreements while providing service
  • How all processes in Service Offerings and Agreements interact with other Service Lifecycle Processes
  • The processes, activities, methods and functions used in each of the Service Offerings and Agreements processes
  • How to use the Service Offerings and Agreements processes, activities and functions to achieve operational excellence
  • How to measure Service Offerings and Agreements
  • The importance of IT Security and its contributions to Service Offerings and Agreements
  • Technology and implementation considerations surrounding Service Offerings and Agreements
  • Challenges, Critical Success Factors and Risks associated to Service Offerings and Agreements
  • Continual Service Improvements (CSI) as a consequence of effective Service Offerings and Agreements
  • Take and pass the exam for the Capability Certificate in Service Offerings and Agreements

Who Should Attend?

This course is designed for those who require a deep understanding of SOA processes and/or operational staff involved in SOA processes who wish to enhance their role-based capabilities.

Learning Method

This course is instructor led with limited class size. Participants undertake practical activities to ensure understanding of concepts and terminology.

Pre-Requisites

  • The ITIL Foundation Certificate.
  • Before taking the Practitioner examination the candidate must have attended accredited training and successfully completed the practical assignments.
  • Upon completion of the course it is expected the candidate will need to perform 4-8 hours of self-study prior to the examination.