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 Burton Upon Trent

Burton upon Trent is a town on the stream Trent in East Staffordshire. It was having a populance of 72,299 in 2011. Burton is well known for preparing beer. The town previously produced around Burton Abbey. Burton Bridge was also the site of two fights, in 1322 when Edward II overwhelmed the rebel Earl of Lancaster and 1643 when royalists apprehended the town during the First English Civil War. William Lord Paget and his descendants were responsible for dispersal of the manor house within the grounds of abbey and facilitating the delay of the River Trent Navigation to Burton. Burton developed as a busy market town by the early modern period.

Government:

Burton is the managerial centre for the area of East Staffordshire and forms part of the Burton electorate. The local Member of Assembly is the Traditional Party's Andrew Griffiths, who has indicated the Burton electorate since May 2010. The Traditionalists detached the seat from Labor in the 2010 general election with an 8.7% swing.

In 1978 it was combined as a municipal borough. The combined area was divided between the counties of Staffordshire and Derbyshire - the Local Government Act 1888 combined the total of the area in Staffordshire, including the former Derbyshire parishes of Stapenhill and Winshill. It developed a county borough in 1901, having touched the 50,000 population obligatory.

It never significantly exceeded the population of 50,000, and at a population of 50,201 in the 1971 survey was the smallest county area in England after Canterbury. The Local Government Commission for England optional in the 1960s that it be relegated to a non-county borough within Staffordshire, but this was not applied.

Geography:

It is nearly 109 miles north-west of London, approx. 30 miles to northeast of Birmingham, which is the UK's second largest city and about 23 miles east of the county town Stafford. It is located at the eastern part of the county of Staffordshire; it's an against the course of the River Trent creating part of the county boundary.

Demography:

The total population of town is 43,784 in the 2001 Survey. Winshill and Stapenhill were treated distinctly and together had a additional population of 21,985. According to the 2001 survey, 71% of the town's population classify themselves as Christian, 12% as a nonbeliever or doubting and 8.5% Muslim. In the 2011 census shows that the population of the town is 72,299.