ITIL® Service Capability - Service Offerings and Agreements

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+44 1344 961530

E-Mail Us

info@pentagonit.co.uk

Introduction
Course Details
Course Content
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A Quick Glance

Get certified with our ITIL® Training program
PeopleCert accredits all ITIL® courses of Pentagon Training
We at Pentagon Training ensures the best quality services with best offers
Develop confidence while working with key concepts and terminologies of IT Service Management

ITIL® Service Capability - Service Offerings and Agreements training course will impart knowledge to delegates about the key roles and responsibilities, related technology and implementation of services. The delegates will get the foundational knowledge and skills needed to plan, implement, and optimise IT processes within the organisation for better output. This five-day training course will provide delegates with the prior knowledge required to pass the exam of ITIL® Service Offerings and Agreement certification and add four credits towards your ITIL® Expert certification.

Who should take this course

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

Those who are responsible for managing and implementing ITIL® processes in the organisation
The professionals who want to gain more knowledge regarding ITIL® best practices
Individuals who want to improve the work environment within an IT organisation and want to have better user experience

Prerequisites

The professionals who want to attend ITIL® Service Capability- Planning, Protection and Optimisation course, must hold ITIL Foundation Certificate.

Individuals those are working in the same field and want to upgrade their knowledge and become ITIL® Expert.

Get prepared for ITIL® Service Offerings and Agreements exam
Understand how all processes within the ITIL® Service Offerings and Agreement interact with each another process of the Lifecycle
Get to know about the metrics that are used to measure ITIL® service offerings and agreements
Learn how to resolve risks and challenges associated with the ITIL® service offerings and agreements

Exam(s) included

Certificate

Key Learning Points

Tutor Support

Course Overview

Pentagon Training’s ITIL® Service Capability- Service Offerings and Agreements training course help delegates to understand the functional characteristics of ITIL® service lifecycle and various activities and functions associated with ITIL® service offerings and agreements. The delegates will learn to focus on operational-level process activities and supporting methods so that they can execute operations practically. Our training includes interactive lectures, hands-on learning environment, exercises, real life examples, Scenario-Based Questions for improving the understanding of essential principles of ITIL® best practices. Topics that will be covered during the course will are:

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

Course Content

Introduction to Service Offerings and Agreements

Define 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

Introduction to Business Relationship Management

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

Introduction to Service Portfolio Management

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

Introduction to Financial Management for IT Services

Define 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
Risks and Challenges
Key roles and responsibilities
CSFs and KPIs

Introduction to Demand Management

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

Introduction to Service Catalogue Management

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

Introduction to Supplier Management

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

Technology and Implementation Considerations

General 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 Enquiry

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Reach us at +44 1344 961530 or info@pentagonit.co.uk for more information.

About Carlisle

Carlisle, a city in Cumbria, is also the managerial centre of the City of Carlisle region in North West England. It is the main settlement in the county of Cumbria and helps as the managerial centre for both Carlisle City Council and Cumbria County Council. At the time of the 2001 survey, the population of Carlisle was 71,773. In 2011, the city's population had increased to 75,306, with 107,524 in the wider city.

The early history of Carlisle is noticeable as a Roman payment, recognised to serve the forts on Hadrian's Wall. In the Middle Ages, because of its nearness to the Realm of Scotland, Carlisle industrialised meaningfully. The armed stranglehold, Carlisle Castle, was built in 1092 by William Rufus, and once added as a custodial for Mary, Queen of Scots. The castle now relatives the Duke of Lancaster's Regiment and the Border Regiment Museum. In the 12th century, Henry I allowed the building of a priory in Carlisle. The town produced the rank of a city when its diocese was formed in 1133, and the cloister industrialised Carlisle Cathedral.

Governance:

Carlisle has detained city status since the Middle Ages. Also, it kept its status as an area constituency or governmental borough for centuries, at one time returning two MPs. In 1835 it became a municipal borough and was later upgraded to a borough status in 1914. The city's boundaries have changed several times since 1835 the final time in 1974.

The municipal area surrounded many parts of parishes which were combined into a single civil parish of Carlisle in 1904. The currently present urban area is considered as an unparished area. Carlisle had in 2002 made an unsuccessful attempt to grow to a Lord Mayoralty. An iconic building that stands tallest in Carlisle may be demolished, and the area nearby to it rehabilitated.

Climate:

Carlisle practices an oceanic climate. In January 2005 Carlisle was hit by strong wind storms and torrential rains. On Saturday 8 January 2005 all roads into Carlisle were shut owed to severe flooding, the worst since 1822, which produced three deaths. Less severe but still significant flooding occurred in 2009, but due to Storm Desmond. Carlisle experienced even worse flooding than 2005 between Friday 4 and Sunday 6 December 2015. During this time, nearly 36 hours of nonstop precipitation broke flood defences. This left several areas submerged including Bitts Park, Hardwicke Circus and Warwick Road. This left the famous Sands Centre, stranded from the rest of the city. As several other areas of Cumbria were also severely pretentious, all trains to Scotland were postponed forever. The trains on the West Coast Principal went no further than Preston. Prime Minister David Cameron stayed the city on 7 December 2015 to measure the damage.