ITIL Inter - Service Offerings & Agreements

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Course

Online

£ 1,495 + VAT

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Description

  • Type

    Course

  • Methodology

    Online

This 4½  day course leads to the ITIL Certificate – Service Offerings and Agreements (SOA). This is a free-standing qualification, but is also part of the ITIL Intermediate Capability stream, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management. This course is suitable for individuals who require a deep understanding of Service Offerings and Agreement processes and how they may be used to enhance the quality of IT service support within an organisation. It is particularly suitable for: Operational staff involved in: • Service Portfolio Management; • Service Catalogue Management; • Service Level Management; • Demand Management; • Supplier Management; • Financial Structure The course will consist of formal lecturing, group discussions, in-course assignments, and a practice examination paper. Days one to four will consist of detailed learning activities with evening assignments. The morning of day 5 will be devoted to the examination which will be completed before lunch. • Management or • Business Relationship Management   Learning Objectives Succesful Delegates will understand: Principles, Purpose and Objective of Service Offerings & Agreements The importance of ITIL Service Offerings and AgreementsHow Processes within SO&A interact with other Service Lifecycle ProcessesThe processes, activities methods and functions usedHow to achieve operational excellence How to measure ITIL Service Offerings and AgreementsTechnology and implementation considerationsChallenges, critical success factors and risks 

About this course

Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the V3 Foundation or V2 Foundation plus Bridge Certificate). Candidates should bring their certificate(s) with them to complete the registration process on the first day of the course. 

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Subjects

  • Service Management
  • Financial Training
  • Financial
  • Portfolio Management

Course programme

Service Offerings and Agreements
How Service Offerings and Agreements Practices Support the Service Lifecycle
Purpose, Objectives, Scope, & Value of Strategy Management for IT Services and the Design Process
Successful Services Depend on the Customer's Perception of Utility and Warranty
Business Cases and Return-on-Investment to Service Offerings and Agreements Practices

Business Relationship Management
Purpose, Objectives, and Scope
Business Value
Policies, Principles, and Basic Concepts
Triggers, Inputs, Outputs, and Process Interfaces
Information Management within the Business Relationship Management Process
CSFs and KPIs
Challenges and Risks
Key Roles and Responsibilities

Service Portfolio Management
Service Portfolio
Purpose, Objectives, and Scope
Business Value
Policies, Principles, and Basic Concepts
Triggers, Inputs, Outputs, and Process Interfaces
Information Management within the Service Portfolio Management Process
CSFs and KPIs
Challenges and Risks
Key Roles and Responsibilities

Financial Management for IT Services
Purpose, Objectives, and Scope
Business Value
Policies, Principles, and Basic Concepts
Triggers, Inputs, Outputs, and Process Interfaces
Information Management within the Financial Management for IT Services Process
CSFs and KPIs
Challenges and Risks
Key Roles and Responsibilities

Demand Management
Importance of Demand Management to Managing Services throughout their Lifecycle
Purpose, Objectives, and Scope
Business Value
Policies, Principles, and Basic Concepts
Triggers, Inputs, Outputs, and Process Interfaces
Information Management within the Demand Management Process
CSFs and KPIs
Challenges and Risks
Key Roles and Responsibilities

Service Catalog Management
Importance of the Service Catalog to the Service Lifecycle
Purpose, Objectives, and Scope
Business Value
Policies, Principles, and Basic Concepts
Triggers, Inputs, Outputs, and Process Interfaces
Information Management within the Service Catalog Management Process
CSFs and KPIs
Challenges and Risks
Production of a Service Catalog
Key Roles and Responsibilities of Service Catalog Management

Service Level Management
Importance of Service Level Management to the Service Lifecycle
Purpose, Objectives, and Scope
Business Value
Policies, Principles, and Basic Concepts
Triggers, Inputs, Outputs, and Process Interfaces
Information Management within the Service Level Management Process
CSFs and KPIs
Challenges and Risks
Contents of Service and Operational Level Agreements (SLAs and OLAs)
Key Roles and Responsibilities

Supplier Management
Purpose, Objectives, and Scope
Business Value
Policies, Principles, and Basic Concepts
Triggers, Inputs, Outputs, and Process Interfaces
Information Management within the Supplier Management Process
CSFs and KPIs
Challenges and Risks
Key Roles and Responsibilities

Technology and Implementation Considerations
Generic Requirements for Service Management Technologies
Evaluation Criteria for Technology and Tooling for Process Implementation
Good Procedures for Practice and Process Implementation
Challenges, CSFs, and Risks Related to Implementing Practices and Processes
How to Plan and Implement Service Management Technologies

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ITIL Inter - Service Offerings & Agreements

£ 1,495 + VAT

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