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TRAINING YOU CAN TRUST
 
 

ITIL v3 Intermediate Qualification: Service Offerings and Agreements

 
Course: 998   Type: Course Workshops   Duration: 5 Days
 
 

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 processes in the context of the Service Lifecycle
  • Achieve operational excellence by using the Service Offerings and Agreements processes, activities and functions
  • Measure the success of Service Offerings and Agreements 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 catalog. In this course, you learn how to plan, implement and optimise the Service Offerings and Agreements 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 v3 Foundation Certificate (or v2-v3 bridge equivalent) is required to take the ITIL Certification Exam on the final day.

Course Workshops

In this course, you gain knowledge of the Service Offerings and Agreements 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

Related Courses

  • 991 ITIL® v3 Intermediate Qualification: Service Operation
  • 992 ITIL ® v3 Intermediate Qualification: Service Transition
  • 993 ITIL ® v3 Intermediate Qualification: Service Design
  • 994 ITIL ® v3 Intermediate Qualification: Continual Service Improvement
  • 995 ITIL® v3 Intermediate Qualification: Operational Support and Analysis
  • 996 ITIL® v3 Intermediate Qualification: Release, Control and Validation
  • 997 ITIL® v3 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. Swirl logo is a Trade Mark of the Office of Government Commerce.
   ITIL v3 Intermediate Qualification: Service Offerings and Agreements

Upcoming Dates

12 - 16 Jan, 2009
London
30 Mar - 3 Apr, 2009
London
15 - 19 Jun, 2009
London
7 - 11 Sep, 2009
London
23 - 27 Nov, 2009
London

For complete schedule, please visit www.learningtree.co.uk
 
http://www.learningtree.co.uk/courses/uk998.htm
 
 
0800 282 353 or +44 1372 364610
TRAINING YOU CAN TRUST
 
 

ITIL v3 Intermediate Qualification: Service Offerings and Agreements

 
Course: 998   Type: Course Workshops   Duration: 5 Days
 
 
Course 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 (SLM)

Service Management goals

  • The significance of SLM to the Service Lifecycle
  • How Service Level management creates business value
  • Analysing and explaining the scope of the process

The Service Management process

  • Principles and basic concepts of SLM
  • Negotiating Service Level Agreements (SLAs)
  • Deliverables, roles and responsibilities
  • SLAs, OLAs and review meetings
  • Planning for Service Improvement Projects (SIPs)
  • 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
  • Supplier Categorisation and maintenance of the Supplier Database (SD)
  • 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
  • Basic concepts: funding, accounting and chargeback

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 Catalog Management
  • Service Level Management
  • Supplier Manager

Technology and Implementation Considerations

  • Technology implementation as part of implementing service management
  • Special technology functions related to Service Offerings and Agreements
  • 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
TRAINING YOU CAN TRUST
 
 

ITIL v3 Intermediate Qualification: Service Offerings and Agreements Tuition

 
Course: 998   Type: Course Workshops   Duration: 5 Days
 
 

Course 998 Tuition

£ 2,095Standard Tuition
Tuition with a Savings Plan
£ 1,40010-Day Training Pass
£ 1,000Flex-Training Pass
£ 1,49010-Training Vouchers
£ 1,6005-Training Vouchers
£ 1,890Alumni Gold Tuition

Your Course Fee Entitles You To...

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

Tuition Savings Plans

Flex-Training Pass
  • 3 Courses for £3,000
  • As little as £1,000
  • Savings as much as 50%
  • 3 courses in 24 months
10-Day Training Pass
  • Save as much as £695 per course
  • Any combination of courses
  • Only £2,795
Training Vouchers
  • Save as much as £605 per course
  • Fully transferable
  • As low as £1,490 per course
Alumni Gold Discount Attend your first course and you will receive a personalised Alumni Gold Discount card, entitling you to save as much as £205 on each course you take in the following 24 months. Take just one course every two years, and you will be entitled to ongoing discounts...year after year. You save 10%.
* Exact savings may vary depending on courses selected.

Your Guarantee of Satisfaction

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.

Enrolling is Easy and Flexible!

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 enrollment. Pay after you've taken the course, and then only if you are 100% satisfied.
 
http://www.learningtree.co.uk/courses/uk998.htm