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ITIL® v3 Intermediate Qualification: Service Offerings and Agreements

 
Course: 998     Type: Course Workshop     Duration: 5 Days

Quick Enroll    

You Will Learn How To
  • Prepare for and take the ITIL Intermediate Qualification: Service Offerings and Agreement Exam
  • Outline key activities for the Service Offerings and Agreement processes in the context of the Service Lifecycle
  • Achieve operational excellence by using the Service Offerings and Agreement processes, activities and functions
  • Measure the success of Service Offerings and Agreement by applying key metrics

Course Benefits
By implementing ITIL Service Offerings and Agreement best practices, IT departments can ensure high levels of customer satisfaction by integrating demand and supplier management with the service portfolio and service catalog. In this course, you learn how to plan, implement and optimize the Service Offerings and Agreement processes and gain the skills required to take the ITIL Intermediate Qualification: Service Offerings and Agreement Certification Exam.

Who Should Attend
This course is valuable for those who want to achieve ITIL Intermediate Qualification: Service Offerings and Agreement certification. The ITIL v3 Foundation Certificate (or v2-v3 bridge equivalent) is required to take the ITIL Certification Exam on the final day.

Course Workshop
In this course, you gain knowledge of the Service Offerings and Agreement processes. Workshops include:
  • Documenting current and prospective services
  • Producing a Service Catalog from a business and technical viewpoint
  • Identifying patterns of activity through demand management
  • Applying Continual Service Improvement

Course 998 Content
Introduction and Overview
  • Service Management as a practice
  • Role of processes in Service Management
  • How Service Management creates business value
Service Portfolio and Service Catalog Management
Principles of Service Portfolio Management (SPM)
  • Thinking strategically : SWOT
  • Achieving customer focus
  • Pricing and chargeback models
  • Allocating resources
  • Relationship between Service Catalog and service pipeline
  • Linking business and IT services
Integrating the Service Catalog into the Service Portfolio
  • Purpose, goals and objectives
  • Technical and business Service Catalogs
  • Detailing operational services
  • Using key metrics and critical success factors
  • Producing a Service Catalog
Service Level Management (SLM)
Service Management goals
  • The significance of SLM to the Service Lifecycle
  • How Service Level management creates business value
  • Analyzing and explaining the scope of the process
The Service Management process
  • Principles and basic concepts of SLM
  • Negotiating Service Level Agreements (SLAs)
  • Deliverables, roles and responsibilities
  • SLAs, OLAs and review meetings
  • Planning for Service Improvement Projects (SIPs)
  • Monitoring service performance against SLAs
Demand and Supplier Management
Demand Management
  • Activity-based Demand Management and business activity patterns
  • Managing capacity to maximize value
  • Identifying patterns of business activity
  • Connecting demand management to the service portfolio
Supplier Management
  • Analyzing the use of the Supplier Management process
  • Process scope and objectives
  • Supplier Categorization and maintenance of the Supplier Database (SD)
  • Ensuring supplier performance
  • Contract administration
  • Contract management
Financial Management
How Financial Management contributes to the Service Lifecycle Operation
  • Managing financial considerations
  • The scope, purpose and goals of the process
  • Basic concepts: funding, accounting and chargeback
Principles of Service Economics
  • Budgeting, accounting and charging
  • Service valuation
  • Building a business case
  • Enabling service demand modeling and management
  • Generating and disseminating information
  • Dealing with complex chargeback issues
Roles and Responsibilities
  • Business Relationship Management: the role of business relationship managers
  • Service Catalog Management
  • Service Level Management
  • Supplier Manager
Technology and Implementation Considerations
  • Technology implementation as part of implementing service management
  • Special technology functions related to Service Offerings and Agreement
  • Generic requirements and evaluation criteria
  • Good practices for implementation
  • Challenges, critical success factors and risks

Important Course Information

Related Courses
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. Swirl logo is a Trade Mark of the Office of Government Commerce.
  
 
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Save Up to 40% per course on the Training Passport!

ITIL v3 Intermediate Qualification: Service Offerings and Agreements
Upcoming Dates
Dec 8 - 12, 2008
 Ottawa
Jan 5 - 9, 2009
 Washington, DC (Rockville, MD)
Jan 26 - 30, 2009
 Toronto
Feb 2 - 6, 2009
 Washington, DC (Reston, VA)
Feb 9 - 13, 2009
 Los Angeles
Feb 23 - 27, 2009
 Washington, DC (Alexandria, VA)
Mar 2 - 6, 2009
 Washington, DC (Rockville, MD)
Mar 9 - 13, 2009
 Chicago (Schaumburg)
Mar 16 - 20, 2009
 New York
Mar 23 - 27, 2009
 Washington, DC (Reston, VA)

ITIL v3 Intermediate Qualification: Service Offerings and Agreements
Bring Learning Tree On-Site

Course Tuition
$ 3,090 Standard Tuition
Tuition with a Savings Plan
$ 2,250 10-Day Pass
$ 1,670 Training Passport
$ 1,700 Premium-Pass
$ 2,200 Voucher 10-Pack
$ 2,785 Alumni Gold Discount
$ 2,744 Government Discount
 

 

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Customer Service or Enroll: 1-800-843-8733