Course Introduction

ITIL® Service Capability-Service Offerings and Agreements is one of the certifications in the ITIL® Service Capability work stream. It focuses on the practical application of Service Offerings and Agreements practices for enabling portfolio, service catalogue, service level, demand and financial management. 

The Service Offerings and Agreements training helps the delegate to understand how the five stages of the ITIL® lifecycle can offer value to organisations and projects. The candidates will learn to develop service offerings that can support the needs of both business and customers for more productive work in the organisation.

  • Develop proficiency and confidence while working with ITIL® concepts within the organisation

  • The candidate will get course completion certificate at the end of the training

  • PeopleCert accredits all ITIL® courses of Maven Training

  • Our Help and support team is always available for handling the queries of the delegates so that they never feel alone

  • We at Maven Training ensures the best quality services with best offers

What's included

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Exam(s) included

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Certificate

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Key Learning Points

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Tutor Support

Prerequisites

The professionals who want to attend ITIL® Service Capability- Service Offerings and Agreements course, must hold ITIL® Foundation Certificate.

 

What Will You Learn

  • Learn the purpose, principals and objectives of ITIL® Service Lifecycle
  • Understand how all processes in ITIL® service offerings and agreement interact with other processes in the service lifecycle
  • Metrics to measure ITIL® service offerings and agreements
  • Get to know about the risks and challenges associated with the ITIL® service offerings and agreement

Who should take this course

ITIL® Service Capability- Service Offerings and Agreements course are designed for the following audience:

  • Individuals who are responsible for managing, implementing or consulting on ITIL® processes within an organisation
  • IT operations or IT management personnel who wants to have more information about ITIL® best practices
  • The professionals who want to enhance the work environment within an IT organisation and want to have better user experience can attend this course

Overview

Maven Training’s ITIL® Service Capability- Service Offerings and Agreements course help the delegates to understand the practical aspects of ITIL® service lifecycle and processes associated with ITIL® service offerings and agreements. The delegate will learn to focus on operational-level process activities and supporting methods so that they can execute processes in practical, hands-on learning environment. Our training includes interactive lectures, exercises and scenario-based questions for enhancing the understanding of core principles of ITIL® best practices.

Following topics will be focused during the training:

  • Service portfolio management
  • Business relationship management
  • Financial management for IT services
  • Service level management
  • Demand Management
  • Supplier management

Exam:

  • Each delegate will have to pass an examination that will be conducted at the end of the training to measure comprehension of the body of knowledge. The exam consists of 8 Multiple Choice, scenario based Questions (MCQ’s). For MCQs, four options will be provided, out of which one would be the correct answer. Delegates have to identify the correct answer and proceed to next questions.
  • One will need to have 70 percentage marks to clear the exam. Our trainers will make sure that the delegates have gone through all the concepts of the subject so that they can easily clear the exam in the first attempt.
  • The exam is 90 minutes, and one needs to complete all questions within this period only. It will be closed book exam.
  • The language used in the exam would be English. In case, someone is not comfortable with English; we can try to provide the exam in another language by consulting our trainer. Selection of language depends upon the comfort of the trainer.
  • All other details regarding exams will be provided during the training by our experts.

 

Course Content

Service Offerings and Agreements

  • Introduction to Service Offerings and Agreements
  • How practices of Support of Service Offerings and Agreements support the ITIL® Service Lifecycle
  • Scope and objective
  • Value of Strategy Management for IT Services
  • Design Coordination Process
  • How successful services depend on the perception of customer
  • Relevance of Business Cases
  • Return-on-Investment (ROI) to Service Offerings and Agreements

Business Relationship Management

  • Scope and Objective
  • Business Value
  • Basic Principles and terminologies
  • Inputs, outputs and triggers
  • Information Management with the process of Business Relationship Management
  • CSFs and KPIs
  • Risks and Challenges
  • Roles and Responsibilities

Service Portfolio Management

  • Introduction to Service Portfolio Management
  • Business Value
  • Basic concepts and terminologies
  • Process interfaces
  • Inputs, outputs, and triggers
  • Information Management within the process of Service Portfolio Management Process
  • CSFs and KPIs
  • Risks and Challenges
  • Key roles and responsibilities

Financial Management for IT Services

  • Introduction to Financial Management for IT Services
  • Scope and Objective
  • Business Value
  • Basic concepts and terminologies
  • Inputs, outputs, and triggers
  • Interface of processes
  • Information Management within the process of Financial Management for IT Services
  • CSFs and KPIs
  • Risks and Challenges
  • Key roles and responsibilities

Demand Management

  • Introduction to Demand Management
  • Scope and objective
  • Business value
  • Basic concepts and terminologies
  • Inputs, outputs and triggers
  • Information Management within the process of Demand Management
  • CSFs and KPIs
  • Risks and Challenges
  • Roles and Responsibilities

Service Catalogue Management

  • Introduction to Service Catalog Management
  • Importance of Service Catalog to the Service Lifecycle
  • Scope and objective
  • Business value
  • Basic concepts and terminologies
  • Information Management within the process of Service Level Management
  • CSFs and KPIs
  • Risks and Challenges
  • Contents of service and operational level agreements
  • Roles and responsibilities 

Supplier Management

  • Introduction to Supplier Management
  • Scope and Objectives
  • Business value
  • Basic Concepts and terminologies
  • Inputs, outputs, and triggers
  • Information Management within the process of Supplier Management
  • CSFs and KPIs
  • Risks and Challenges
  • Roles and Responsibilities

Technology and Implementation Considerations

  • Generic requirements for technologies used in Service Management
  • Evaluation criteria for technology and tooling for process implementation
  • Procedures for practice and process implementation
  • Risks and Challenges related to the implementation process

 

ITIL® Service Capability - Service Offerings & Agreements Schedules

Course Name Duration Dates Price
ITIL® Service Capability - Service Offerings & Agreements 5 days Manchester
01-04-2019
£1795
ITIL® Service Capability - Service Offerings & Agreements 5 days Virtual
03-04-2019
£1795
ITIL® Service Capability - Service Offerings & Agreements 5 days Bristol
08-04-2019
£3489
ITIL® Service Capability - Service Offerings & Agreements 5 days Sheffield
08-04-2019
£4489
ITIL® Service Capability - Service Offerings & Agreements 5 days Canterbury
15-04-2019
£6499
ITIL® Service Capability - Service Offerings & Agreements 5 days Aberdeen
15-04-2019
£4489
ITIL® Service Capability - Service Offerings & Agreements 5 days Chelmsford
15-04-2019
£6499
ITIL® Service Capability - Service Offerings & Agreements 5 days Chorley
15-04-2019
£6499
ITIL® Service Capability - Service Offerings & Agreements 5 days Guildford
15-04-2019
£6499
ITIL® Service Capability - Service Offerings & Agreements 5 days Ipswich
15-04-2019
£6499

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