ITIL Capability - Service Offerings and Agreements Value Bundle with Foundation

Course Description:

Who Should Attend?

• Individuals who have attained the V3 ITIL Foundation certificate in Service Management, or the V3 Foundation Bridge certificate and who wish to advance to higher level ITIL certifications.
• Individuals who require a deep understanding of ITIL Certificate in the Service Offerings and Agreement processes and how it may be used to enhance the quality of IT service support within an organization.
• IT professionals that are working within an organization that has adopted and adapted ITIL who need to be informed about and thereafter contribute to an ongoing service improvement program
• Operational staff involved in Service Portfolio Management; Service Catalogue Management; Service Level Management; Demand Management; Supplier Management; Financial Management and Business Relationship Management who wish to enhance their role-based capabilities. This may include but is not limited to, IT professionals, business managers and business process owners.

Curriculum:

• Service Management as a Practice
• Processes across the Service Lifecycle pertaining to the Service Offerings and Agreement curriculum:
• Service Portfolio Management which provides documentation for services and prospective services in business terms
• Service Catalogue Management which is concerned with the production and documentation of the Service Catalogue from a business and a technical viewpoint
• Service Level Management which sets up a Service Level Agreement (SLA) structure and ensures that all SLAs have an underpinning support structure in place
• Demand Management which identifies Patterns of Business Activity to enable the appropriate strategy to be implemented
• Supplier Management which ensures all partners and suppliers are managed in the appropriate way and includes contract management
• Financial Management which includes ensuring understanding of the service value and the management of all financial considerations
• Business Relationship Managers who have responsibility to represent customers and ensure the Service Catalogue and Portfolio have the right needs
• Operational activities of processes covered in other Lifecycle phases such as Incident and Change Management
• Organizing for Service Operation which describe functions to be performed within Service Offerings and Agreement
• Service Offerings and Agreement roles and responsibilities
• Technology and Implementation Considerations
• Challenges, Critical Success Factors and risks
• CSI as a consequence of effective Service Offerings and Agreement

Reference Material:

Prerequisites:

Certification:

Professional Development Units: