ITIL® Service Offerings and Agreements
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Background
The ITIL® Intermediate Certificate in Service Offerings and Agreements forms part of the Capability series of Intermediate certification
modules, which can be taken as stand-alone qualifications or with a view to amassing sufficient credits to gain the ITIL® Service Management Expert qualification. It will give candidates a deep level of understanding of the Service Offerings and Agreement processes across the Service Lifecycle.
This course will enable delegates with a Foundation-level knowledge of IT Service Management to apply good practice across the Service Lifecycle in processes pertaining to Service Offerings and Agreement. The course is interactive, combining presentation sessions and group exercises, with plenty of opportunity for questions and discussion. On completion of the course and the required personal study, delegates will be able to sit the ITIL® Intermediate examination in Service Offerings and Agreement worth 4 credits.
Content
This course will enable participants to:
- Understand the importance of Service Management as a Practice
- Appreciate how all processes in Service Offerings and Agreement interact with other Service Lifecycle Processes
- Identify the processes, activities, methods and functions used in each of the Service Offerings and Agreement processes
- Understand how to use the Service Offerings and Agreement processes, activities and functions to achieve operational excellence
- Explain how to measure Service Offerings and Agreement
- Understand the technology and implementation considerations surrounding Service Offerings and Agreement and the associated Challenges and Risks
Topics covered in the course include:
1. Service Offerings and Agreement in the
Context of the Service Lifecycle:
- Service Management as a Practice
- What is Service?
- Service Management and Business Value
- Processes in the Service Lifecycle
2. Service Portfolio Management:
- Relationship with Service Catalogue and Service Pipeline
- Business and IT Services
- Methods
3. Service Catalogue Management:
- Purpose, Goal, Objectives, Scope and Interfaces
- Business and Technical Service Catalogue
- Key Metrics
- Relationship to Other Lifecycle Processes
4. Service Level Management:
- Purpose, Goal, Objectives, Scope and Interfaces
- Key Concepts and Activities
- Key Metrics and Deliverables
- Roles and Responsibilities
- SLAs, OLAs and Review
5. Demand Management:
- Purpose, Goal, Objectives, Scope and Interfaces
- Key Concepts and Activities
6. Supplier Management:
- Purpose, Goal, Objectives and Scope
- Key Concepts and Activities
- Key Metrics
- Roles and Responsibilities
- Supplier Categorisation
7. Financial Management:
- Purpose, Goal,
- Objectives and Scope
- Key Concepts and Activities
- Business Case, ROI and Chargeback
- Key Metrics
8. The Role of Business Relationship Managers
9. Service Offerings and Agreement Roles and Responsibilities
10. Technology and Implementation
Considerations:
- Technology and Tooling
- Good Practice
- Challenges, CSFs and Risks
11. Common Service Activities
12. Continual Service Improvement
