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Customer Service or Enrol: 0800 282 353 or +44 1372 364610 |
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You Will Learn How To
- Prepare for and take the ITIL Service Offerings and Agreement Certification Exam
- Outline key activities for the Service Offerings and Agreement processes in the context of the Service Lifecycle
- Achieve operational excellence by using the Service Offerings and Agreement processes, activities and functions
- Measure the success of Service Offerings and Agreement by applying key metrics
Course Benefits
By implementing ITIL Service Offerings and Agreement 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 Service Offerings and Agreement processes and gain the skills required to take the ITIL Service Offering and Agreement Certification Exam.
Who Should Attend
This course is valuable for those who want to achieve ITIL Service Offerings and Agreement 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 Agreement 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
Course Content
- Service Mangement as a practice
- Role of processes in Service Management
- How Service Management creates business value
- Thinking strategically : SWOT
- Achieving customer focus
- Pricing and chargeback models
- Allocating resources
- Relationship between Service Catalogue and service pipeline
- Linking business and IT services
- Purpose, goals and objectives
- Technical and business Service Catalogues
- Detailing operational services
- Using key metrics and critical success factors
- Producing a Service Catalogue
- How Service Level management creates business value
- Analysing and explaining the scope of the process
- Negotiating SLAs
- Deliverables, roles and responsibilities
- SLAs, OLAs and review meetings
- Planning for Service Improvement Projects (SIPs)
- Managing capacity to maximise value
- Identifying patterns of business activity
- Connecting demand management to the service portfolio
- Analysing the use of the Supplier Management process
- Process scope and objectives
- Matching contractor capabilities with business needs
- Ensuring supplier performance
- Contract administration
- Contract management
- Managing financial considerations
- The scope, purpose and goals of the process
- Budgeting, accounting and charging
- Service valuation
- Building a business case
- Enabling service demand modelling and management
- Generating and disseminating information
- Dealing with complex chargeback issues
- Business Relationship Management: the role of business relationship managers
- Service Portfolio Management
- Service Catalog Management
- Service Level Management
- Demand and Supplier Management
- Financial Management
- Technology implementation as part of implementing service management
- Special technology functions related to Service Offerings and Agreement
- Generic requirements and evaluation criteria
- Good practices for implementation
- Challenges, critical success factors and risks
- Documenting and monitoring SLAs
- Aligning technology with the overall service and process objectives
- Service monitoring and control
- Deming cycle
- CSI techniques
- Implementing an effective CSI programme
- Service reporting
- Cost benefit justification
- Benchmarks
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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.
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| Customer Service or Enrol: 0800 282 353 or +44 1372 364610 |
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