ITIL Intermediate Capabilities: Service Offerings & Agreements (2011 Edition)

IT/Networking/Server/Operating Systems
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Course Overview

The Service Offerings & Agreements course is part of the ITIL® v3 Intermediate Capability certification stream. The course prepares candidates to take the ITIL® v3 Service Offerings & Agreements Intermediate exam.

Who Should Attend

IT Managers, Operational staff, and anyone requiring a deeper knowledge of or who are involved in the Service Offerings & Agreements cluster of processes and functions.

Course Objectives

At completion of this course, you will learn: - The purpose, goal and objectives of the Service Level Management (SLM) process - The concept of Service Management as a practice - The functions & processes across the Lifecycle - The Service Portfolio and its relationship with the Service Catalogue and Service Pipeline - The purpose, goal and objectives of Service Catalog Management - The purpose, goal and objectives of Demand Management - The purpose, goal and objectives of Supplier Management - The purpose, goal and objectives of Financial Management - Technology Implementation considerations

Course Outline

1 - INTRODUCTION

  • Introduction/Housekeeping
  • Service Management as a practice
  • Service, its value proposition and composition
  • Functions and process across the Lifecycle
  • Role of Processes in the Service Lifecycle
  • How Service Management creates business value
  • How the processes within Service Offerings and Agreement support the Service Lifecycle

2 - SERVICE PORTFOLIO MANAGEMENT

  • The Service Portfolio and its relationship with the Service Catalog and Service Pipeline
  • How a Service Portfolio describes a providers service and how it relates the business service with the IT service.
  • Service Portfolio Management methods

3 - SERVICE CATALOG MANAGEMENT

  • Purpose, goal, objectives & scope
  • Interface to the Service Portfolio
  • Difference between a Business and a Technical Service Catalog
  • Importance of the Service Catalog to the Service Lifecycle and the business
  • Policies, principles and basic concepts
  • Metrics, challenges, Critical Success Factors and risks
  • Utilization of the Service Catalog by other processes and functions
  • Producing a Service Catalog

4 - SERVICE LEVEL MANAGEMENT

  • Purpose, goal, objectives & scope
  • Value to business and to the Service Lifecycle
  • Principles and basic concepts
  • Activities, methods and techniques and how it relates to the Service Lifecycle. (including SLA structures and determining Service Level Requirements)
  • Deliverables
  • Monitoring of service performance against SLAs
  • Metrics, challenges, Critical Success Factors and risks associated with the process
  • Contents of SLAs, OLAs and review meetings
  • The interfaces to other processes and functions

5 - DEMAND MANAGEMENT

  • The basic concepts of the process
  • Activity based Demand Management and business activity patterns
  • Interfaces to Service Portfolio
  • Managing demand for Service

6 - SUPPLIER MANAGEMENT

  • Purpose, goal, objectives & scope
  • Importance of the process to the Service Lifecycle and how they generate business value
  • Principles and basic concepts
  • Activities, methods and techniques of this process and how it relates to the Service Lifecycle including evaluation of new suppliers
  • Supplier Categorization and maintenance of the Supplier Database
  • Metrics, challenges, critical success factors and risks

7 - FINANCIAL MANAGEMENT

  • Purpose, goal, objectives & scope
  • Service Valuation
  • Importance of the process to the Service Lifecycle and how they generate business value
  • Basic concepts - funding, accounting and chargeback
  • Return on Investment and the business case
  • Activities, methods and techniques and the Service Lifecycle
  • Design and Implement a Financial Management process

8 - BUSINESS RELATIONSHIP MANAGER

  • The role of Business Relationship Managers

9 - ROLES AND RESPONSIBILITIES

  • Service Catalog Manager
  • Service Level Manager
  • Supplier Manager

10 - TECHNOLOGY AND IMPLEMENTATION CONSIDERATIONS

  • Requirements for technology to assist Service Design
  • Evaluation criteria for technology and tooling for process implementation
  • Practices for practice and process implementation
  • Challenges, Critical Success Factors and Risks
  • How to plan and implement Service Management technologies

11 - NOTE

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