Course Description
The Service Offerings & Agreements course is part of the ITIL® v3 Intermediate Capability certification stream. The course prepares candidates to take the ITIL® v3 Service Offerings & Agreements Intermediate exam.
At completion of this course, you will learn:- The purpose, goal and objectives of the Service Level Management (SLM) process- The concept of Service Management as a practice- The functions & processes across the Lifecycle- The Service Portfolio and its relationship with the Service Catalogue and Service Pipeline- The purpose, goal and objectives of Service Catalog Management- The purpose, goal and objectives of Demand Management- The purpose, goal and objectives of Supplier Management- The purpose, goal and objectives of Financial Management- Technology Implementation considerations
IT Managers, Operational staff, and anyone requiring a deeper knowledge of or who are involved in the Service Offerings & Agreements cluster of processes and functions.
Agenda
INTRODUCTION
- Introduction/Housekeeping
- Service Management as a practice
- Service, its value proposition and composition
- Functions and process across the Lifecycle
- Role of Processes in the Service Lifecycle
- How Service Management creates business value
- How the processes within Service Offerings and Agreement support the Service Lifecycle
SERVICE PORTFOLIO MANAGEMENT
- The Service Portfolio and its relationship with the Service Catalog and Service Pipeline
- How a Service Portfolio describes a providers service and how it relates the business service with the IT service.
- Service Portfolio Management methods
SERVICE CATALOG MANAGEMENT
- Purpose, goal, objectives & scope
- Interface to the Service Portfolio
- Difference between a Business and a Technical Service Catalog
- Importance of the Service Catalog to the Service Lifecycle and the business
- Policies, principles and basic concepts
- Metrics, challenges, Critical Success Factors and risks
- Utilization of the Service Catalog by other processes and functions
- Producing a Service Catalog
SERVICE LEVEL MANAGEMENT
- Purpose, goal, objectives & scope
- Value to business and to the Service Lifecycle
- Principles and basic concepts
- Activities, methods and techniques and how it relates to the Service Lifecycle. (including SLA structures and determining Service Level Requirements)
- Deliverables
- Monitoring of service performance against SLAs
- Metrics, challenges, Critical Success Factors and risks associated with the process
- Contents of SLAs, OLAs and review meetings
- The interfaces to other processes and functions
DEMAND MANAGEMENT
- The basic concepts of the process
- Activity based Demand Management and business activity patterns
- Interfaces to Service Portfolio
- Managing demand for Service
SUPPLIER MANAGEMENT
- Purpose, goal, objectives & scope
- Importance of the process to the Service Lifecycle and how they generate business value
- Principles and basic concepts
- Activities, methods and techniques of this process and how it relates to the Service Lifecycle including evaluation of new suppliers
- Supplier Categorization and maintenance of the Supplier Database
- Metrics, challenges, critical success factors and risks
FINANCIAL MANAGEMENT
- Purpose, goal, objectives & scope
- Service Valuation
- Importance of the process to the Service Lifecycle and how they generate business value
- Basic concepts - funding, accounting and chargeback
- Return on Investment and the business case
- Activities, methods and techniques and the Service Lifecycle
- Design and Implement a Financial Management process
BUSINESS RELATIONSHIP MANAGER
- The role of Business Relationship Managers
ROLES AND RESPONSIBILITIES
- Service Catalog Manager
- Service Level Manager
- Supplier Manager
TECHNOLOGY AND IMPLEMENTATION CONSIDERATIONS
- Requirements for technology to assist Service Design
- Evaluation criteria for technology and tooling for process implementation
- Practices for practice and process implementation
- Challenges, Critical Success Factors and Risks
- How to plan and implement Service Management technologies
Comments
Virtual ITIL® Intermediate Service Offerings and Agreements 2011 Edition Online Live training option
Imagine an industry-leading classroom training experience from wherever you have access to the Internet.
The Virtual Online Live events listed here gives you an effective and proven online virtual learning experience with the freedom to attend virtually from anywhere.
There is also an option of experiencing Online Live from one of the many national partner centers where a computer and headset will be provided for you.
This rich and engaging virtual classroom environment lets you conveniently interact with instructors and other students.
You will hear and see your instructor as they teach the course and answer your questions via voice or text.
Choose the online live virtual training option and you can access the recorded version even after the class has finished.
The onDemand labs give you access to the same client and server technologies covered in class so you can test, apply and hone your skills by accessing the labs before and even after the class.
Technical Requirements: a computer or laptop with a modern browser and high speed internet access along with one or two monitors.