0800 282 353 or +44 1372 364610
Productivity through Education®
 
 

ITIL® Intermediate Qualification: Service Offerings and Agreements

 
Course: 998   Duration: 5 Days   PMI: 30
 
 

You Will Learn How To

  • Prepare for and take the ITIL Intermediate Qualification: Service Offerings and Agreements Exam
  • Outline key activities for the service offerings and agreements (SOA) processes in the context of the service lifecycle
  • Achieve operational excellence by using the SOA processes, activities and functions
  • Measure the success of SOA by applying key metrics

Course Benefits

By implementing ITIL service offerings and agreements best practices, IT departments can ensure high levels of customer satisfaction by integrating demand and supplier management with the service portfolio and service catalogue. In this course, you learn how to plan, implement and optimise the SOA processes and gain the skills required to take the ITIL Intermediate Qualification: Service Offerings and Agreements Certification Exam.

Who Should Attend

This course is valuable for those who want to achieve ITIL Intermediate Qualification: Service Offerings and Agreements certification. The ITIL Foundation Certificate (or v2-v3 bridge equivalent), or the ITIL Expert Certificate achieved via a bridging route, is required to attend this course and take the ITIL Certification Exam on the final day.

Workshop Course

In this course, you gain knowledge of the SOA processes. Workshops include:
  • Drafting a service catalogue
  • Estimating costs and performing cost analyses
  • Developing a service-based SLA template
  • Critiquing SLAs and operational level agreements (OLAs)
  • Creating role descriptions for SOA processes

Related Courses

  • 3811 Putting ITIL® into Practice
  • 983 ITIL® Intermediate Qualification: Managing Across the Lifecycle
  • 991 ITIL® Intermediate Qualification: Service Operation
  • 992 ITIL® Intermediate Qualification: Service Transition
  • 993 ITIL® Intermediate Qualification: Service Design
  • 994 ITIL® Intermediate Qualification: Continual Service Improvement
  • 995 ITIL® Intermediate Qualification: Operational Support and Analysis
  • 996 ITIL® Intermediate Qualification: Release, Control and Validation
  • 997 ITIL® Intermediate Qualification: Planning, Protection and Optimisation

 
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. The Swirl logoTM is a Trade Mark of the Office of Government Commerce.
   ITIL<sup>®</sup> Intermediate Qualification: Service Offerings and Agreements

Upcoming Dates

Live online classroom training.Attend highlighted events in person or live, online via Learning Tree AnyWareTM.

UK Dates

11-15 JunLondon
5-9 NovLondon

US East Coast Dates

21-25 MayWashington, DC*
4-8 JunNew York*

*New York and Washington, DC Courses – Available online with a run time of 2pm to 9pm BST.

For AnyWare enrolments, please register at least 10 days prior to the start of the course.


For complete schedule, please visit www.learningtree.co.uk
 
http://www.learningtree.co.uk/courses/uk998.htm
 
 
0800 282 353 or +44 1372 364610
Productivity through Education®
 
 

ITIL® Intermediate Qualification: Service Offerings and Agreements

 
Course: 998   Duration: 5 Days   PMI: 30
 
 
Course Content
 

Introduction and Overview

  • The context in the service lifecycle of the SOA processes
  • Strategy management for IT services
  • Design coordination

Service Portfolio and Service Catalogue Management

Principles of service portfolio management

  • Relationship to the service catalogue and service pipeline
  • Thinking strategically
  • Achieving customer focus
  • Designing the service portfolio
  • Allocating resources
  • Linking business and IT services

Integrating the service catalogue into the service portfolio

  • Purpose, goals and objectives
  • Technical and business service catalogues
  • Detailing operational services
  • Using key metrics and critical success factors
  • Producing a service catalogue

Service Level Management (SLM)

Service level management goals

  • The significance of SLM to the service lifecycle
  • How SLM creates business value
  • Analysing and explaining the scope of the process
  • Policies, principles and basic concepts of SLM

The service level management process

  • Process activities and how they relate to the service lifecycle
  • Negotiating service level agreements (SLAs)
  • Deliverables, roles and responsibilities
  • SLAs, OLAs and review meetings
  • Service improvement plans
  • Monitoring service performance against SLAs

Demand and Supplier Management

Demand management

  • Activity-based demand management and business activity patterns
  • Managing capacity to maximise value
  • Identifying patterns of business activity
  • Connecting demand management to the service portfolio

Supplier management

  • Analysing the use of the supplier management process
  • Process, scope and objectives
  • Evaluating new suppliers
  • Supplier categorisation and maintenance of the supplier and contract database
  • Ensuring supplier performance
  • Contract management and administration

Financial Management for IT Services

How financial management contributes to the service lifecycle

  • Managing financial considerations
  • The scope, purpose and goals of the process
  • Basic concepts: funding, accounting and charging

Principles of financial management

  • Value to the business
  • Building a business case
  • Applying information management
  • Generating and disseminating information
  • Dealing with challenges and risks

Business Relationship Management (BRM)

  • The purpose, objectives and scope of BRM
  • Process activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • Critical success factors and key performance indicators

Roles and Responsibilities

  • Service portfolio management
  • Service catalogue management
  • Service level management
  • Supplier manager

Technology and Implementation Considerations

  • Technology implementation as part of implementing service management
  • Special technology functions related to SOA
  • Generic requirements and evaluation criteria
  • Good practices for implementation
  • Challenges, critical success factors and risks
 
http://www.learningtree.co.uk/courses/uk998.htm
 
 
0800 282 353 or +44 1372 364610
Productivity through Education®
 
 

ITIL® Intermediate Qualification: Service Offerings and Agreements

 
Course: 998   Duration: 5 Days   PMI: 30
 
 

Important Course Information:

  • Precourse reading required
  • Approximately 1 hour of home study each evening
  • Course includes a high degree of practical assignment work
  • Course fee includes the ITIL Intermediate Qualification: Service Offerings and Agreements Certification Exam
  • The ITIL v3 Foundation Certificate (or v2-v3 bridge equivalent), or the ITIL Expert Certificate achieved via a bridging route, is required to attend this course and take the ITIL Certification Exam on the final day

Exam Entry Criteria:

Candidates must hold the ITIL v3 Foundation Certificate, the v3 Foundation Bridge Certificate or the ITIL Expert Certificate achieved via a bridging route. Two to four years of professional experience working in IT service management is highly desirable.

It is also recommended that candidates:
  • Can demonstrate familiarity with IT terminology and understand that the context of service offerings and agreements management within their own business environment is strongly recommended;
  • Have experience working in the service management capacity within a service provider environment, with responsibility for at least one of the following management processes and activities: service portfolio management, service catalog management, service level management, demand management, supplier management, financial management for IT services, and business relationship management; and
  • Complete at a minimum 12 hours of personal study by reviewing the syllabus and the pertinent areas within the ITIL Service Strategy and ITIL Service Design core guidance in preparation for the examination, specifically Chapter 2: Service management as a practice.

Course Fees
£ 2,275Standard Fee
Fee with a Savings Plan
£ 1,2252-Course Passport
£ 1,0853-Course Passport
£ 1,0004-Course Passport
£ 1,600Voucher 10-Pack

Your Course Fee Entitles You To...

  • Class participation
  • Team workshops
  • Use of in-class hands-on equipment
  • Comprehensive course materials
  • Morning and afternoon refreshments
  • Course Completion Certificate
  • FREE participation in the Learning Tree Professional Certification Programmes (including related exams)
  
 

Savings Plans

2-Course Passport
  • 2 Courses in 12 months for £2,450
  • As little as £1,225 per course
  • Savings up to 45% per course
3-Course Passport
  • 3 Courses in 24 months for £3,250
  • As little as £1,085 per course
  • Savings up to 50% per course
4-Course Passport
  • 4 Courses in 24 months for £4,000
  • As little as £1,000 per course
  • Savings up to 55% per course
Training Vouchers
  • Save as much as £675 per course
  • Fully transferable
  • As low as £1,600 per course
* Exact savings may vary depending on courses selected.

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Unless you feel 100% satisfied that Learning Tree delivered even more than you expected, there is no fee for your course attendance. Our Guarantee of Quality lets you experience the value of the course - and then pay only if you feel the course was well worth the fee.

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Enrol by phone or online. If your plans change, just let us know and, without a fee, you can transfer to another course or cancel your enrolment. Pay after you've taken the course, and then only if you are 100% satisfied.
 
http://www.learningtree.co.uk/courses/uk998.htm