ITIL® Service Capability - Service Offerings and Agreements

Call Us

+44 1344 961530

E-Mail Us

info@pentagonit.co.uk

Introduction
Course Details
Course Content
Enquire

A Quick Glance

Get certified with our ITIL® Training program
PeopleCert accredits all ITIL® courses of Pentagon Training
We at Pentagon Training ensures the best quality services with best offers
Develop confidence while working with key concepts and terminologies of IT Service Management

ITIL® Service Capability - Service Offerings and Agreements training course will impart knowledge to delegates about the key roles and responsibilities, related technology and implementation of services. The delegates will get the foundational knowledge and skills needed to plan, implement, and optimise IT processes within the organisation for better output. This five-day training course will provide delegates with the prior knowledge required to pass the exam of ITIL® Service Offerings and Agreement certification and add four credits towards your ITIL® Expert certification.

Who should take this course

ITIL® Service Capability- Service Offerings and Agreements course are best suited for the following audience:

Those who are responsible for managing and implementing ITIL® processes in the organisation
The professionals who want to gain more knowledge regarding ITIL® best practices
Individuals who want to improve the work environment within an IT organisation and want to have better user experience

Prerequisites

The professionals who want to attend ITIL® Service Capability- Planning, Protection and Optimisation course, must hold ITIL Foundation Certificate.

Individuals those are working in the same field and want to upgrade their knowledge and become ITIL® Expert.

Get prepared for ITIL® Service Offerings and Agreements exam
Understand how all processes within the ITIL® Service Offerings and Agreement interact with each another process of the Lifecycle
Get to know about the metrics that are used to measure ITIL® service offerings and agreements
Learn how to resolve risks and challenges associated with the ITIL® service offerings and agreements

Exam(s) included

Certificate

Key Learning Points

Tutor Support

Course Overview

Pentagon Training’s ITIL® Service Capability- Service Offerings and Agreements training course help delegates to understand the functional characteristics of ITIL® service lifecycle and various activities and functions associated with ITIL® service offerings and agreements. The delegates will learn to focus on operational-level process activities and supporting methods so that they can execute operations practically. Our training includes interactive lectures, hands-on learning environment, exercises, real life examples, Scenario-Based Questions for improving the understanding of essential principles of ITIL® best practices. Topics that will be covered during the course will are:

Service portfolio management
Business relationship management
Financial management for IT services
Service level management
Demand Management
Supplier management

Course Content

Introduction to Service Offerings and Agreements

Define Service Offerings and Agreements
How practices of Support of Service Offerings and Agreements support the ITIL® Service Lifecycle
Scope and objective
Value of Strategy Management for IT Services
Design Coordination Process
How successful services depend on the perception of customer
Relevance of Business Cases
Return-on-Investment (ROI) to Service Offerings and Agreements

Introduction to Business Relationship Management

Define Business Relationship Management
Scope and Objective
Business Value
Key Principles and terminologies
Inputs, outputs and triggers
Information Management with the process of Business Relationship Management
Risks and Challenges
Roles and Responsibilities
CSFs and KPIs

Introduction to Service Portfolio Management

Define Service Portfolio Management
Business Value
Key concepts and terminologies
Process interfaces
Inputs, outputs, and triggers
Information Management within the process of Service Portfolio Management Process
Risks and Challenges
Key roles and responsibilities
CSFs and KPIs

Introduction to Financial Management for IT Services

Define Financial Management for IT Services
Scope and Objective
Business Value
Basic concepts and terminologies
Inputs, outputs, and triggers
Interface of processes
Information Management within the process of Financial Management for IT Services
Risks and Challenges
Key roles and responsibilities
CSFs and KPIs

Introduction to Demand Management

Define Demand Management
Scope and objective
Business value
key concepts and terminologies
Inputs, outputs and triggers
Information Management within the process of Demand Management
Risks and Challenges
Roles and Responsibilities
CSFs and KPIs

Introduction to Service Catalogue Management

Define Service Catalog Management
Importance of Service Catalog to the Service Lifecycle
Scope and objective
Business value
Key concepts and terminologies
Information Management within the process of Service Level Management
Risks and Challenges
CSFs and KPIs
Contents of service and operational level agreements
Roles and responsibilities

Introduction to Supplier Management

Define Supplier Management
Scope and Objectives
Business value
Key Concepts and terminologies
Inputs, outputs, and triggers
Information Management within the process of Supplier Management
Risks and Challenges
Roles and Responsibilities
CSFs and KPIs

Technology and Implementation Considerations

General requirements for technologies used in Service Management
Evaluation criteria for technology and tooling for process implementation
Procedures for practice and process implementation
Risks and Challenges related to the implementation process

ITIL® Service Capability - Service Offerings & Agreements Enquiry

Enquire Now

----- OR -------

Reach us at +44 1344 961530 or info@pentagonit.co.uk for more information.

About Bath

Bath is located in the valley of River Avon, England. It is known for its Roman-built baths. It is also a World Heritage Site since 1987. Bath was founded as a spa in AD 60 although hot springs were known much before those times. The Bath Abbey became a religious place in the 7th Century. Bath became popular in the Gregorian era.

There are software, publishing and service-orientated industries based in Bath. Due to its theatres, museums, and other cultural and sporting venues Bath has become a major cultural centre for tourism. Every year there are more than one million visitors who stay in Bath along with 3.8 million day visitors to the city each year.

Economy

Bath was once an important manufacturing sector. It specialised in crane manufacture, furniture production, printing, brass foundries etc. Significant Bath companies included Stothert & Pitt, Bath Cabinet Makers and Bath & Portland Stone.

Nowadays, manufacturing is in decline. However the city boasts of various other businesses. They include robust software, publishing and other service-related industries. The economic sectors in Bath include almost every type of business and professional services.

Bath is known for its tourism industry with annually more than one million staying visitors and 3.8 million day visitors. The visits mainly fall into the categories of heritage tourism and cultural tourism, since Bath is a World Heritage Site. Bath represents many important stages of the history of England beginning from the Roman Baths to the more modern Thermae Bath Spa. The size of the tourist industry is reflected by its more than 80 hotels. Many of them are located in Georgian buildings, and two campsites located on the western edge of the city.

In 2010, Google Street View awarded the second place to the Royal Crescent in the “Britain’s Most Picturesque Street” .

Sports

Bath boasts of many sports including Cricket, Rugby, Football, Half Marathon and Roller Derby.

Many cricket clubs are based in the city, including Bath Cricket Club. The club is based at the North Parade Ground and plays in the West of England Premier League. Cricket is also played on the Recreation Ground, just across from where the Rugby is played. The Recreation Ground is also home to Bath Croquet Club, re-formed in 1976 and is affiliated with the South West Federation of Croquet Clubs. Bath Roller Derby Girls (BRDG), founded in 2012, are Bath's only Flat Track Roller Derby league. The Bath Half Marathon is run annually through the city streets, with over 10,000 runners.