ITIL® Service Capability - Service Offerings and Agreements

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+44 1344 961530

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info@pentagonit.co.uk

Introduction
Course Details
Course Content
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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

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

About Bristol

With a population of 449,300 in 2017 , Bristol is located in south west England. It has borders with Somerset and Gloucester. Earlier known as Brycgstow (the place at the bridge),it was known to be the starting point for many a great explorations. Bristol's modern economy rests on creative media, electronics and aerospace industries. The city-centre docks have been reconstructed as heritage centres. Its currency is the Bristol pound.It is home to the te University of the West of England and the University of Bristol . Besides, it also has many other artistic and sporting organisations and venues.

History

Findings in Bristol point out to the presence of inhabitants during the Paleolothic Age. Bristol came into being around 1020 AD. It started off as a trading center that produced silver pennies. It further developed as a port during the 11th century. The stone bridge that gives Bristol its name (built in 1247 AD) was replaced in 1760’s. In the mid 14th Century, half of Bristol was lost to the Black Death. During the 15th and 16th Century , Bristol had trade links with Ireland, Iceland, and Gascony. The Diocese of Bristol was founded in 1542. Bristol kept on growing in the coming centuries. By the 20th Century its population increased to 428,089 in 1971 from 330,000 in 1901. Bristol also saw massive damages from the German and Nazi armies during the second world war. The Bristol city centre when rebuilt had numerous skyscrapers. The 1980s saw the closure of some of the main roads. Some of the areas had to be restored and regenerated. The city centre's tallest towers was demolished. Bristol also saw changes to its roads when M4 and M5 were introduced.

Sport

Bristol has teams representing all the major national sports. Bristol City and Bristol Rovers are the city's leading football clubs. Bristol Rugby (Rugby Union) and Gloucestershire County Cricket Club are also based in the city.

Gloucestershire County Cricket Club has its headquartersat the Bristol County Ground. It plays its home games at the same ground. Formed by the family of W. G. Grace, it is arguably Bristol's most successful as Gloucestershire CCC also won the Royal London One-Day Cup in 2015. The Bristol Flyers are a well known basketball team from Bristol. They have achieved some good success in the British Basketball League, since 2014. Bristol Aztecs are another team from Bristol who play in the BAFA National Leagues. Iice hockey made a comeback to Bristol after a 17-year period when The Bristol Pitbulls playing at Bristol Ice Rink. Bristol sponsors an a half marathon every year. It played host to the 2001 IAAF World Half Marathon Championships also. Bristol and West AC, Bitton Road Runners and Westbury Harriers are athletic clubs from Bristol. Bristol has staged the finishing and starting stages of the Tour of Britain cycle race. Facilities in the city were used as training camps for the 2012 London Olympics. The Bristol International Balloon Fiesta, a major UK hot-air ballooning event, is held each summer at Ashton Court.