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 Poole

Poole

Poole is situated on the south coast of England in the county of Dorset. It is also treated as a seaport and a large coastal town. Poole is 33 km east of Dorchester and also joins Bournemouth in the east. In 1997 local Council Borough of Poole was made a unitary authority. It gained its administrative independence from Dorset County Council. According to 2011 Census, Borough had a population of 147,645. This population made it second largest town in Dorset.

Along with Bournemouth and Christchurch, town forms South East Dorset Conurbation. It had a total population of over 465,000.

Human settlement in Poole started back before the Iron Age. Town’s name was earliest recorded in the 12th century when town emerged as an important port. With the introduction of wool trade, this town prospered. The Later city developed significant trade links with North America. During the 18th century, it was one of the busiest ports in Britain. During Second World War, Poole was main departing ports for Normandy landings.

Poole is also a tourist resort that attracts many visitors. Poole is popular due to its natural harbour, incredible history, Lighthouse arts centre and Blue Flag beaches. Royal National LifeBoat Institution headquarters are also located in Poole. Royal Marines have a base in town’s harbour. Poole is also home to Arts University Bournemouth, an important part of Bournemouth University and Bournemouth Symphony Orchestra.

History

During the 19th century, there was a coastal trade to and from Poole. Trade declined rapidly when the railway was built to Hamworthy side of the bridge. People in business were now able to transport goods to and from Poole with the help of rail. In 1872 another railway was built in the middle of the Poole. During 19th century life in Poole improved. In 1887 first public library was opened. In 1890 Poole Park was opened, and in the same year, Parkstone Park was opened.

In novels of Gullivers Travels, Lilliput was the name of the land. According to some information, there was a house called Lilliput. This house existed at beginning of 19th century, and this gave this area a name Lilliput.

Electric trams started running during 1901 through the streets of the Poole, but then buses replaced them. In 1935 last trams ran in Poole.

In 1910 first cinema in Poole was opened. Municipal offices at Poole were built in the year 1932. The population of Poole was 19,000 in the 20th century, but later it grew at a phenomenal rate. Old industries of brick making, brewing and shipbuilding decline during the 20th century. Pottery industry survived somehow. In 1969 Dolphin Centre was opened. Poole general hospital was opened in 1969. In 1974 Poole Lifeboat Museum was opened. In 1978 Arts Centre was opened. Poole became a unitary authority in the year 1997. In the 21st century, Poole has become a Pottery Centre which made it an attractive tourist destination. Today Poole flourishes on Tourism. In 2007 Poole Museum was reopened. Present Population of Poole is 138,000.