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 Dublin

Dublin

Dublin is the largest city and capital of Ireland. Dublin is located in Leinster province on the east coast of Ireland at River Liffey mouth. The Urban population of the Dublin is 1,345,402. The population of Greater Dublin Area according to 2016 is 1,904,806. After the Invasion, of Normans, Kingdom of Dublin became a principal city of Ireland. Dublin expanded rapidly in the 17th century and is the second largest town in British Empire. Dublin became the capital of Irish Free State after the partition of Ireland in 1922.

City council administers Dublin. It is listed by World Cities Research Network and Globalization as a global city with a ranking of Alpha. Dublin is historic and a major centre for arts, education, industry, administration and economy.

History

During 18th century, Dublin city grew more rapidly because many districts and buildings were added. Districts added was Merrion Square, Royal Exchange and Parliament House. In 1757 beginnings of City Corporation was created. In 1759, Ireland’s famous Guinness Stout was first brewed. In 1779 Grand Canal was built and in 1786 police force was established. At the end of the century, Kilmainham Goal and O Connell Bridge was built. The population was grown to 180,000 in 1800. Overpopulation brought poverty and diseases.

In 19th-century street lighting was introduced in Dublin. Dublin suffered economic as well as political decline. Things changed rapidly in the 20th century with 1916 Easter Rising. Dublin was setting for many significant events during Irish struggle for independence. In mid-1990’s economic boon in Dublin brought massive expansion and development to the city. It included the creation of Dublin’s new landmarks, Spire monument on O Connell Street. Dublin is the only largest conurbation in Ireland. In Greater Dublin Area 1.2 million people live. This area population comprises 28% of country’s total population.

The boom brought many new ethnic groups in the city and created an international feel in the north inner city.

Economy

Ireland Economic Centre is Dublin. During Celtic Tiger period in 2009, Dublin was at the forefront of country’s economic expansion. Dublin is listed as the fourth richest city in the world by power and 10th richest by personal income. It is also a 13th most expensive city in the European Union and 58th expensive place to live in the world. Around 800,000 people employed in Greater Dublin Area. Out of this population, 600,000 were employed in the service sector and 200,000 in an industrial sector.

Various traditional industries in Dublin like food processing, brewing, textile manufacturing and distilling declined. In 1990’s Dublin attracted a various global information, communications and pharmaceutical technology companies. Companies like Amazon, Google, Paypal, Microsoft, Facebook, Twitter, Accenture, Yahoo!, eBay and Pfizer now have headquarters and operational bases in Dublin. Various enterprise clusters like Silicon Docks and Digital Hub are located in this city.

After the establishment of Dublin’s International Financial Services Centre in 1987, financial services became important to Dublin. Under IFSC programme, 500 operations were approved. This centre is also host to world’s top 20 insurance companies and top 50 banks. Various international firms established their headquarters in a city like Citibank and Commerzbank. Irish Enterprise Exchange, Internet Neutral Exchange and Irish Stock Exchange are located in Dublin.