ITIL® Service Capability: Service Offerings and Agreements

Learn your service capability within ITIL Service Offerings and Agreements. In this course, you will learn the practical aspects of the ITIL service lifecycle and processes associated with service offerings and agreements as they relate to services and service delivery. You'll focus on the operational-level process activities and supporting methods. In a sensible, experiential learning environment, this course uses an engaging case study-based approach to examine the core disciplines of ITIL best practices. After the course, you will be in an excellent position to successfully complete the associated exam. The exam will be offered on the last day of the course at 1:00 p.m.

The main process focus areas of this course include:

Also Available as:

• Live Online
• Onsite

What You Will Cover

• Importance of Service Management as a practice concept and Service Operation principals, purpose and objective
• Importance of ITIL Service Offerings and Agreements while providing service
• How all processes in ITIL Service Offerings and Agreement interact with other Service Lifecycle Processes
• The processes, activities, methods, and functions used in each of the ITIL Service Offerings and Agreement processes
• Use the ITIL Service Offerings and Agreement processes, activities, and functions to achieve operational excellence
• Measure ITIL Service Offerings and Agreements
• Importance of IT Security and its contributions to ITIL Service Offerings and Agreements
• Technology and implementation considerations surrounding ITIL Service Offerings and Agreements
• Challenges, critical success factors, and risks associated with ITIL Service Offerings and Agreements

Extended Seminar Outline

Print this page Extended Seminar Outline Seminar #72725

Course Outline:

1. Introduction
2. Service Portfolio Management
3. Service Catalogue Management
4. Service Level Management
5. Demand Management
6. Supplier Management
7. Financial Management
8. Business Relationship Manager
9. Service Offerings and Agreement Roles and Responsibilities
10. Technology and Implementation Considerations
11. Exam Preparation/Mock Exam
12. Exam

Who Should Attend

IT operations, technical, or IT management personnel requiring more information about ITIL best practices or anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT.

Special Feature

Prerequisites:

• ITIL Foundation Certification (see seminar 72975)
• Two to four years of relevant work experience
• To prepare for the end-of-class exam, we recommend that you review the ITIL Service Strategy (2011 Edition, ISBN 9780113313044) and Service Design (2011 Edition, ISBN 9780113313051) and complete at least 12 hours of personal study