ITIL ® Intermediate Capability Module Service Offerings & Agreements

Course details

Participants will learn the principles and core elements of the Service Capability approach to IT Service Management as well as focusing on the processes & roles, activities and their execution throughout the Service Lifecycle.

Lesson 1: 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

Lesson 2: Service Portfolio Management

• The Service Portfolio and its relationship with the Service Catalog and Service Pipeline
• How a Service Portfolio describes a provider’s service and how it relates the business service with the IT service.
• Service Portfolio Management methods

Lesson 3: 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

Lesson 4: IT Service Continuity 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

Lesson 5: Demand Management

• The basic concepts of the process
• Activity based Demand Management and business activity patterns
• Interfaces to Service Portfolio
• Managing demand for Service

Lesson 6: 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

Lesson 7: 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

Lesson 8: Business Relationship Manager

• The role of Business Relationship Managers

Lesson 9: Roles and Responsibilities

• Service Catalog Manager
• Service Level Manager
• Supplier Manager

Lesson 10: Roles and Responsibilities

• 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

Lesson 11: Exam Preparation

• Sample Exams
• Feedback
• Recap

Prerequisites

ITIL® Foundation

Learning Objectives

At the end of this course, you will learn:

• The concept of Service Management as a practice
• The functions & processes across the Lifecycle
• The purpose, goal and objectives of Availability Management
• The purpose, goal and objectives of Capacity Management
• The purpose, goal and objectives of IT Service Continuity Management
• The purpose, goal and objectives of Information Security Management
• The purpose, goal and objectives of Demand Management
• Technology Implementation considerations