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 Norwich

Norwich

Norwich City is located on River Wensum in East Anglia that is situated 161 km northeast of London. During the period of 11th century, it was the largest city in England. According to 2011 census, it had a population of 213,166. The area extends beyond the boundary of the city including Taverham, Hellesdon, Old Catton, Thorpe St Andrew, Sprowston and Costessey. Norwich is the fourth most populated district in East of England with a population of 3480 per sq km.

History

This town started as a small Anglo-Saxon settlement in Norfolk. Norwich was located on the river so it grew into a town. Earlier it was known as North Wic, and term Norwich was first coined in the 10th century. In the medieval period, the primary industry in Norwich was wool and leather manufacturing. In 1500 the population of Norwich was 10000 which makes it one of the largest town in England. The population increased in the 17th century to about 25000. Later various industries grew in Norwich like printing, engineering, finance and electronics. Tourism also becomes an important industry. Norwich is still thriving in the 21st century. Now the population is 140,000.

Education

Norwich City has 56 primary schools that include 16 academies and free schools. Independent schools of Norwich include Norwich High School for Girls and Norwich School. The University of East Anglia and the Norwich University of Arts is located in Norwich. The student population of the city is around 15000. The University of East Anglia is located on outskirts of the city. This university has various well known creative programmes. The Norwich University of Arts was established in 1845 to provide designers for local industries. Norwich has three more education colleges for higher education.

Safe City

Norwich is the safe city with less crime rate. Norwich has vast and healthy youth population. Many students who come to study here contribute to a good environment of this town. The Proper combination of young people and safety make it a better place to visit.

Surprising Facts

Norwich has six theatres and two dedicated puppet theatres in the UK. Norwich Theatre Royal is stunning, and it is renovated recently. It plays host to wide range of theatres like comedy, musical and kids shows. The city has a rich heritage and rich literary culture. Divine Love written by Julian of Norwich was the first book written by an English Woman in 1395. It has also become an official city of refuge, and UNESCO named it the sixth city of literature in 2012.