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 Worcester

Worcester is one the main city in Worcestershire, United Kingdom, which is 31 miles (approx 50 km) south-west of Birmingham and 27 miles (approx 43 km) north of Gloucester. The population of Worcester is 100,000 approximately. The River Severn at the city’s western part, which is ignored by the Worcester Cathedral in 12th-century .

The well-known Battle of Worcester was the concluding battle of the English Civil War, In which army of Oliver defeated King Charles I's Cavaliers. It is known as the home of Royal Worcester Porcelain, composer Edward Elgar, Lea & Perrins, the University of Worcester and makers of traditional Worcestershire sauce.

History of Worcester

The trade route past of this city which at final stage formed as part of the Roman Ryknild Street from the times of Neolithic. The position commanded a ford over the River Severn and was fortified by the Britons in 400 BC.

Geography

Famous suburbs in Worcester are Blackpole, Barbourne Cherry Orchard, Claines, Ronkswood, Red Hill, St Peter the Great, Warndon, Tolladine, Northwick, Diglis, and Warndon Villages (which was main housing development in UK when this area was being built in the late 1980s and get completed in the very early 1990s).

Economy

The city of Worcester, situated on River Severn and with transport links to Birmingham and other different parts of the Midlands through the vast canal network, became a significant centre for many light industries. The last part Victorian period had witnessed the growth of iron founders, like Hardy & Padmore, McKenzie & Holland and Heenan & Froude.

Glove industry

Glove making was one of the flourishing industries of Worcester. Worcester's Gloves industry peaked from 1790 to 1820 when 150 companies employed about 30 thousand people. At this point of time, approximately 50 percent of the Glove Manufacturers of UK were located in Worcestershire.

Landmarks

The most well-known landmark in Worcester is Anglican Cathedral. Before the English Reformation, the current building known as Worcester Priory is officially named as The Cathedral Church of Christ and the Blessed Virgin Mary. Construction began in 1084 while its crypt dates from the 10th century. The chapter house is only circular one in the country while the cathedral also has the difference of having the tomb of King John.