Course 352:
ITIL® Capability Stream: Service Offerings and Agreement

(5 days)

 

Course Description

This five-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.

Learning Objectives

At the end of this course, the learner will gain competencies in:

  • Understanding Service Management as a Practice and how the processes within Service Offerings and Agreements support the Service Lifecycle
  • Knowing the important role of Service Offerings and Agreements in service provision and understanding of how the in-scope processes interact with other Service Lifecycle processes
  • The activities, methods, and functions used in each of the Service Offerings and Agreements processes
  • The application of Service Offerings and Agreements processes, activities, and functions to achieve operational excellence
  • How to measure Service Offerings and Agreements performance
  • The importance of IT Security and how it supports Service Offerings and Agreements
  • Understanding technology and implementation requirements in support of Service Offerings and Agreements
  • The challenges, critical success factors, and risks related with Service Offerings and Agreements

Customer Value

This course allows the learner to broaden and deepen their knowledge and understanding of the principles of the process areas under study. They will then be equipped to contribute effectively to ITIL-based service improvement efforts in their organizations and to contribute to successful ongoing role-based activities. Upon successful completion of the associated certification, participants will have 4 credits towards an ITIL Expert certificate.

Who Should Attend

The Service Offerings and 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

Prerequisites

Candidates for this course must:

  • Hold an ITIL Foundation Certificate (holders of Foundation certificate from an earlier version of ITIL; e.g.: earlier ITIL qualifications, must pass the current ITIL Foundation exam before attending this course)
  • There is no minimum mandatory requirement but two to four 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

Certification

Only candidates who have attended a course given by an accredited training provider may sit for the examination. Each examination consists of eight (8) multiple choice, scenario-based questions that will be scored on a gradient. Candidates writing the examination in their first language will have a maximum of 90 minutes to complete it. (Candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary.) A grade of 70% or higher is necessary to pass the exam.

Expert Qualification Credits

  • Upon successful passing of the ITIL Service Offerings and Agreements Capability exam, the student will be recognized with 4 credits in the ITIL qualification scheme
  • Project Management Institute – Professional Development Units (PDUs) = 40

Course Outline

Course Introduction

  • Introductions
  • Course Introduction
  • Course Learning Objectives
  • Unique Nature of the Course
  • Course Qualification Scheme
  • Course Agenda and Exam Details
  • Course Agenda
  • ITIL Intermediate Classroom Course
  • ITIL Intermediate Expert Program Course
  • ITIL Intermediate Classroom Blended Course
  • ITIL Intermediate Virtual Classroom Blended Course

Unit 1: Introduction to Service Offerings and Agreements

  • 1 SOA in the Service Strategy Stage
  • 2 Purpose and Objectives of the Strategy Management for IT Services Process
  • 3 Scope of the Strategy Management for IT Services Process
  • 4 Value of the Strategy Management for IT Services Process to the Business
  • 5 SOA in the Service Design Stage
  • 6 Purpose and Objectives of the Design Coordination Process
  • 7 Scope of the Design Coordination Process
  • 8 Value of the Design Coordination Process to the Business
  • 9 Utility and Warranty, and Their Relevance to SOA Processes
  • 10 SOA Processes and Customer Requirements
  • 11 Return on Investment and the Business Case
  • Summary of Unit 1

Unit 2: Service Portfolio Management

  • 1 Service Portfolio and Its Relationships with the Service Catalogue and Service Pipeline
  • 2 Purpose and Objectives
  • 3 Scope of SPM
  • 4 Value to the Business
  • 5 Policies, Principles, and Basic Concepts
  • 6 Process Activities, Methods, and Techniques
  • 7 Triggers, Inputs, Outputs, and Interfaces
  • 8 Information Management
  • 9 Critical Success Factors and Key Performance Indicators
  • 10 Challenges and Risks
  • 11 Designing the Service Portfolio
  • 12 Group/Individual Exercise
  • 13 Sample Test Question
  • Summary of Unit 2

Unit 3: Service Catalogue Management

  • 1 Importance of the Service Catalogue to the Service Lifecycle and Its Interface to the Service Portfolio
  • 2 Purpose and Objectives
  • 3 Scope of the Process
  • 4 Value to the Business
  • 5 Policies, Principles, and Basic Concepts
  • 6 Process Activities
  • 7 Triggers, Inputs, Outputs, and Interfaces with Other Processes
  • 8 Information Management
  • 9 Critical Success Factors and Key Performance Indicators
  • 10 Challenges and Risks
  • 11 Production of a Service Catalogue
  • 12 Sample Test Question
  • Summary of Unit 3

Unit 4: Service Level Management

  • 1 Purpose and Objectives
  • 2 Scope of the Process
  • 3 Value to the Business
  • 4 Policies, Principles, and Basic Concepts
  • 5 Process Activities, Methods, Techniques, and Relationships with the Service Lifecycle
  • 6 Triggers, Inputs, Outputs, and Interfaces with Other Processes
  • 7 Information Management
  • 8 Critical Success Factors and Key Performance Indicators
  • 9 Challenges and Risks
  • 10 Contents of SLAs and OLAs
  • 11 Group/Individual Exercise
  • 12 Sample Test Question
  • Summary of Unit 4

Unit 5: Demand Management

  • 1 Importance of Demand Management to the Service Lifecycle
  • 2 Purpose and Objectives
  • 3 Scope of the Process
  • 4 Value to the Business
  • 5 Policies, Principles, and Basic Concepts
  • 6 Process Activities, Methods, and Techniques
    • 6.1 Identifying Sources of Demand Forecasting
    • 6.2 Patterns of Business Activity
    • 6.3 User Profiles
    • 6.4 Activity-Based Demand Management
    • 6.5 Develop Differentiated Offerings
    • 6.6 Management of Operational Demand
  • 7 Triggers, Inputs, Outputs, and Interfaces with Other Processes
  • 8 Information Management
  • 9 Critical Success Factors and Key Performance Indicators
  • 10 Challenges and Risks
  • 11 Group/Individual Exercise
  • 12 Sample Test Question
  • Summary of Unit 5

Unit 6: Supplier Management

  • 1 Purpose and Objectives
  • 2 Scope of the Process
  • 3 Value to the Business
  • 4 Policies, Principles, and Basic Concepts
  • 5 Process Activities, Methods, and Techniques
  • 6 Triggers, Inputs, Outputs, and Interfaces with Other Processes
  • 7 Information Management
  • 8 Critical Success Factors and Key Performance Indicators
  • 9 Challenges and Risks
  • 10 Group/Individual Exercise
  • 11 Sample Test Question
  • Summary of Unit 6

Unit 7: Financial Management for IT Services

  • 1 Importance to the Service Lifecycle
  • 2 Purpose and Objectives
  • 3 Scope of the Process
  • 4 Value to the Business
  • 5 Policies, Principles, and Basic Concepts
  • 6 Process Activities, Methods, and Techniques
  • 7 Triggers, Inputs, Outputs, and Interfaces with Other Processes
  • 8 Information Management
  • 9 Critical Success Factors and Key Performance Indicators
  • 10 Challenges and Risks
  • 11 Group/Individual Exercise
  • 12 Sample Test Question
  • Summary of Unit 7

Unit 8: Business Relationship Management

  • 1 Purpose and Objectives
  • 2 Scope of the Process
  • 3 Value to the Business
  • 4 Policies, Principles, and Basic Concepts
  • 5 Process Activities, Methods, and Techniques
  • 6 Triggers, Inputs, Outputs, and Interfaces
  • 7 Information Management
  • 8 Critical Success Factors and Key Performance Indicators
  • 9 Challenges and Risks
  • 10 Group/Individual Exercise
  • 11 Sample Test Question
  • Summary of Unit 8

Unit 9: Roles and Responsibilities

  • 1 Generic Roles
  • 2 Roles and Responsibilities of Service Portfolio Management
  • 3 Roles and Responsibilities of Service Catalogue Management
  • 4 Roles and Responsibilities of Service Level Management
  • 5 Roles and Responsibilities of Demand Management
  • 6 Roles and Responsibilities of Supplier Management
  • 7 Roles and Responsibilities of Financial Management for IT Services
  • 8 Roles and Responsibilities of Business Relationship Management
  • 9 Group/Individual Exercise
  • 10 Sample Test Question
  • Summary of Unit 9

Unit 10: Technology and Implementation Considerations

  • 1 Generic Technology Requirements to Assist Service Design
  • 2 Evaluation Criteria for Technology and Tooling for Process Implementation
  • 3 Good Practices for Practice and Process Implementation
  • 4 Challenges, CSFs, and Risks in Implementing Practices and Processes
  • 5 Planning and Implementing Service Management Technologies
  • 6 Group/Individual Exercise
  • Summary of Unit 10

Unit 11: Exam Preparation Guide

  • 1 Mock Exam 1
  • 2 Mock Exam 2

ITIL® is a registered trade mark of AXELOS Limited.

Please Contact Your ROI Representative to Discuss Course Tailoring!