Course details
The Service Offerings & Agreements course is part of the ITIL® v3 Intermediate Capability certification stream. The course prepares candidates to take the ITIL® v3 Service Offerings & Agreements Intermediate exam.
Course Outline
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
2 - SERVICE PORTFOLIO MANAGEMENT
- The Service Portfolio and its relationship with the Service Catalog and Service Pipeline
- How a Service Portfolio describes a providers service and how it relates the business service with the IT service.
- Service Portfolio Management methods
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
4 - SERVICE LEVEL 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
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
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
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
8 - BUSINESS RELATIONSHIP MANAGER
- The role of Business Relationship Managers
9 - ROLES AND RESPONSIBILITIES
- Service Catalog Manager
- Service Level Manager
- Supplier Manager
10 - TECHNOLOGY AND IMPLEMENTATION CONSIDERATIONS
- 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
Related Certifications:
- ITIL Intermediate Life Cycle
- ITIL Intermediate Service Offerings and Agreements
Related Exams:
- ITIL Service Offerings and Agreements
Course Location
About New Horizons Ireland
With a very convenient location next to Jervis street in Dublin 1, we offer a wide range of IT and business skills courses and we can also send our instructors to your location.
We are 100% Irish owned, but we are also part of the largest independent IT Training Provider, New Horizons Computer Learning Centres who deliver more courses than any other IT training company.
Because we're local, we understand the needs of business and individuals in our community. Whether you choose to take classes in person or online, you're always welcome to call or stop by.
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