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    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
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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.

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What Will You Learn

  • 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
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What's included

  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
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  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
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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 Chatham

The earlier name of Chatham was in 880. In the books of Domesday, it is recorded as the place as Ceteham. British root ceto  is the reason behind this name, and also Old English ham. However, the river-valley location of Chatham is more reliable with cet being an Old English survival of the element catu that was common in Roman-era names and meant 'basin' or 'valley.'

It long remained a small village on the banks of the river, but by the 16th-century warships were being moored at Jillingham water {Gillingham}, because this place plays a role as a strategic sheltered location between London and the Continent. It was established by Queen Elizabeth I as a Royal Dockyard in 1568, and most of the dockyard lies within Gillingham.

The Medway, apart from Chatham Dockyard, has always had a major role in communication: generally it provided a means for the transportation of goods to and from the centre of Kent. Stone, Timber, and Iron from the Weald for shipbuilding. In Chatham Sun Pier was among one of several such along the river.

Sport:

The town's Association Football Club, Chatham Town F.C., plays in the Isthmian League Division One South. Lordswood Football Club. Play in the Southern Counties East League. The defunct Chatham Excelsior football club was one of the forerunners of football in Southern England. Football League side Gillingham F.C. are seen to represent Medway as a whole. One of the largest in the country is Holcombe Hockey Club, and are based in Chatham.

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