ITIL Service Capability: Service Offerings and Agreements

COURSE OUTLINE:

Description

In this course, you will be immersed in the practical aspects of the ITILservice lifecycle and processes associated with service offerings and agreementsas they relate to services and service delivery. You will focus on theoperational-level process activities and supporting methods and learn to executethese processes in a practical, hands-on learning environment. This courseincludes lecture, exercises, and scenario-based exam questions to increase yourunderstanding of the core disciplines of ITIL best practices and position you tosuccessfully complete the associated exam. The exam will be offered on thelast day of the course at 1:00 pm.

The main process focus areas of this course include:

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

Please note: The ITIL Foundation certification is required to take theexam at the end of class. Proof of certification must be provided no later thanthe first day of class.

Certification:

ITIL Intermediate Qualification: Service Offerings and Agreements certificate

Audience

  • IT operations, technical, or IT management personnel requiring more information about ITIL best practices
  • Anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT

Prerequisites

  • ITIL Foundation Certification (v3 or newer) required
  • Two to four years of relevant work experience
  • To prepare for the end-of-class exam, we recommend that you review the ITIL 2011 publications Service Strategy (2011 Edition, ISBN 9780113313044) and Service Design (2011 Edition, ISBN 9780113313051) and complete at least 12 hours of personal study

Learning Objectives

  • Importance of service management as a practice concept
  • Service lifecycle principals, purpose, and objective
  • Importance of ITIL service offerings and agreements while providingservice
  • How all processes in ITIL service offerings and agreement interact withother service lifecycle processes
  • The activities, methods, and functions used in each of the ITIL serviceofferings and agreement processes
  • Use the ITIL service offerings and agreement processes, activities, andfunctions to achieve operational excellence
  • Measure ITIL service offerings and agreements
  • Importance of IT security and its contributions to ITIL service offeringsand agreements
  • Technology and implementation considerations surrounding ITIL serviceofferings and agreements
  • Challenges, key performance indicators (KPIs), critical success factors (CSFs),and risks associated with ITIL service offerings and agreements

1. Service Offerings and Agreements

  • How Service Offerings and Agreements Practices Support the ServiceLifecycle
  • Purpose, Objectives, Scope, and Value of Strategy Management for ITServices and the Design Coordination Process
  • Successful Services Depend on the Customer's Perception of Utility andWarranty
  • Relevance of Business Cases and Return-on-Investment to Service Offeringsand Agreements Practices

2. Business Relationship Management

  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Triggers, Inputs, Outputs, and Process Interfaces
  • Information Management within the Business Relationship ManagementProcess
  • CSFs and KPIs
  • Challenges and Risks
  • Key Roles and Responsibilities

3. Service Portfolio Management

  • Service Portfolio
  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Triggers, Inputs, Outputs, and Process Interfaces
  • Information Management within the Service Portfolio Management Process
  • CSFs and KPIs
  • Challenges and Risks
  • Key Roles and Responsibilities

4. Financial Management for IT Services

  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Triggers, Inputs, Outputs, and Process Interfaces
  • Information Management within the Financial Management for IT ServicesProcess
  • CSFs and KPIs
  • Challenges and Risks
  • Key Roles and Responsibilities

5. Demand Management

  • Importance of Demand Management to Managing Services throughout theirLifecycle
  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Triggers, Inputs, Outputs, and Process Interfaces
  • Information Management within the Demand Management Process
  • CSFs and KPIs
  • Challenges and Risks
  • Key Roles and Responsibilities

6. Service Catalog Management

  • Importance of the Service Catalog to the Service Lifecycle
  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Triggers, Inputs, Outputs, and Process Interfaces
  • Information Management within the Service Catalog Management Process
  • CSFs and KPIs
  • Challenges and Risks
  • Production of a Service Catalog
  • Key Roles and Responsibilities of Service Catalog Management

7. Service Level Management

  • Importance of Service Level Management to the Service Lifecycle
  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Triggers, Inputs, Outputs, and Process Interfaces
  • Information Management within the Service Level Management Process
  • CSFs and KPIs
  • Challenges and Risks
  • Contents of Service and Operational Level Agreements (SLAs and OLAs)
  • Key Roles and Responsibilities

8. Supplier Management

  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Triggers, Inputs, Outputs, and Process Interfaces
  • Information Management within the Supplier Management Process
  • CSFs and KPIs
  • Challenges and Risks
  • Key Roles and Responsibilities

9. Technology and Implementation Considerations

  • Generic Requirements for Service Management Technologies
  • Evaluation Criteria for Technology and Tooling for Process Implementation
  • Good Procedures for Practice and Process Implementation
  • Challenges, CSFs, and Risks Related to Implementing Practices andProcesses
  • How to Plan and Implement Service Management Technologies

10. Exam Preparation/Mock Exam

11. Exam