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ITIL Training Overview
The ITIL® Service Offerings & Agreements 5-day course immerses learners in the practical aspects of the ITIL Service Lifecycle and processes associated with the Service Offerings and Agreements of services. The main focus of this course is on the operational-level process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment. This training is intended to enable the holders of the certificate to apply the practices during the Service Management Lifecycle. This course is designed using an engaging scenario-based approach to learning the core disciplines of the ITIL best practice and positions the student to successfully complete the associated exam.
ITIL Training Audience
The ITIL® Service Offerings & Agreements Capability course will be of interest to:
Individuals who have their ITIL Foundation Certificate who want to purse the intermediate and advanced level ITIL certifications.
Individuals and / or operational staff who require a deep practical understanding of the Service Offerings and Agreements processes and how these may be used to enhance the quality of IT service support within an organization, for example: operational staff involved in Service Portfolio Management; Service Catalogue Management, Service Level Management, Demand Management, Supplier Management, Financial Management and Business Relationship Management
IT professionals involved in IT Service Management implementation and improvement programs.
A typical role includes (but is not restricted to): IT professionals, IT / business managers and IT / business process owners, IT practitioners.
ITIL Training Prerequisites
Candidates for this course must:
Hold an ITIL Foundation Certificate (holders of Foundation certificate from an earlier version of ITIL , e.g.: ITIL v2, must pass the current ITIL Foundation exam before attending this course)
There is no minimum mandatory requirement but 2 to 4 years professional experience working in IT Service Management is highly desirable
It is also strongly recommended that candidates:
Can demonstrate familiarity with IT terminology and understand the context of Service Offerings and Agreements management of their own business environment is strongly recommended.
Have exposure working in the service management capacity within a service provider environment, with responsibility emphasizing on at least one of the following management processes: Service Portfolio Management, Service Catalogue Management, Service Level Management, Demand Management, Supplier Management and Financial Management
It is recommended that candidates are familiar with the guidance detailed in the ITIL Service Lifecycle Practices core publications prior to attending training for this certification.
Course duration
5 Days
ITIL Training Course outline
1. Introduction to Service Offerings and Agreements
- How Service Offerings and Agreements Practices Support the Service Lifecycle
- Purpose, Objectives, Scope, and Value of Strategy Management for IT Services and the Design Coordination Process
- Successful Services Depend on the Customer's Perception of Utility and Warranty
- Relevance of Business Cases and Return-on-Investment to Service Offerings and Agreements Practices
2. Business Relationship Management
- Purpose, Objectives, and Scope
- Business Value
- Policies, Principles, and Basic Concepts
- Triggers, Inputs, Outputs, and Process Interfaces
- Information Management within the Business Relationship Management Process
- CSFs and KPIs
- Challenges and Risks
- Key Roles and Responsibilities
3. Service Portfolio Management
- Service Portfolio
- Purpose, Objectives, and Scope
- Business Value
- Policies, Principles, and Basic Concepts
- Triggers, Inputs, Outputs, and Process Interfaces
- Information Management within the Service Portfolio Management Process
- CSFs and KPIs
- Challenges and Risks
- Key Roles and Responsibilities
4. Financial Management for IT Services
- Purpose, Objectives, and Scope
- Business Value
- Policies, Principles, and Basic Concepts
- Triggers, Inputs, Outputs, and Process Interfaces
- Information Management within the Financial Management for IT Services Process
- CSFs and KPIs
- Challenges and Risks
- Key Roles and Responsibilities
5. Demand Management
- Importance of Demand Management to Managing Services throughout their Lifecycle
- Purpose, Objectives, and Scope
- Business Value
- Policies, Principles, and Basic Concepts
- Triggers, Inputs, Outputs, and Process Interfaces
- Information Management within the Demand Management Process
- CSFs and KPIs
- Challenges and Risks
- Key Roles and Responsibilities
6. Service Catalog Management
- Importance of the Service Catalog to the Service Lifecycle
- Purpose, Objectives, and Scope
- Business Value
- Policies, Principles, and Basic Concepts
- Triggers, Inputs, Outputs, and Process Interfaces
- Information Management within the Service Catalog Management Process
- CSFs and KPIs
- Challenges and Risks
- Production of a Service Catalog
- Key Roles and Responsibilities of Service Catalog Management
7. Service Level Management
- Importance of Service Level Management to the Service Lifecycle
- Purpose, Objectives, and Scope
- Business Value
- Policies, Principles, and Basic Concepts
- Triggers, Inputs, Outputs, and Process Interfaces
- Information Management within the Service Level Management Process
- CSFs and KPIs
- Challenges and Risks
- Contents of Service and Operational Level Agreements (SLAs and OLAs)
- Key Roles and Responsibilities
8. Supplier Management
- Purpose, Objectives, and Scope
- Business Value
- Policies, Principles, and Basic Concepts
- Triggers, Inputs, Outputs, and Process Interfaces
- Information Management within the Supplier Management Process
- CSFs and KPIs
- Challenges and Risks
- Key Roles and Responsibilities
9. Technology and Implementation Considerations
- Generic Requirements for Service Management Technologies
- Evaluation Criteria for Technology and Tooling for Process Implementation
- Good Procedures for Practice and Process Implementation
- Challenges, CSFs, and Risks Related to Implementing Practices and Processes
- How to Plan and Implement Service Management Technologies
10. Exam Preparation
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