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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 Guildford

Guildford is a large and famous town in Surrey, United Kingdom, located 27 miles (Approx 43 km) south-west of central London on the A3 trunk road midway between the Portsmouth and capital. The town has a  population of approx 77,000 and is the seat of the wider Borough of Guildford which had an estimated 146,100 inhabitants in 2015.

Guildford has historian characteristics and Saxon roots, at its site to the presence of a gap in the North Downs where the River Wey was forded by the Harrow Way in 978 AD it was home to an ancient English Royal Mint.                                                            

Modern Guildford

In the 21st century, Guildford still has a High Street paved with granite setts often denoted to as cobbles and also one of the most costly places to buy property in the UK outside London. This town has a general street market held on Fridays and Saturdays. A farmer’s market is usually held on the first Tuesday of each month. There is an office for Tourist Information, Guided Walks and various hotels such as the historic Angel Hotel which served as a coaching stop on the main London to Portsmouth stagecoach route for a long time.

Culture

In High Street, Guildford has an art gallery named Guildford House Gallery. Guildford is managed by Guildford Borough Council and in the 17th century, it was listed Grade 1. The art collection of Guildford includes works of Guildford and its surrounding area and works done by Guildford artists most importantly by John Russell R.A. Guildford council also run the Guildford Museum housing archaeology, needlework displays and local history. Smaller important fine art galleries are also situated in the High Street.

Sport

Guildford's Spectrum Leisure Centre is a national prize winning sports centre that includes a diversity of pools (for leisure and serious swimming), Ten-pin bowling, a Laser tag area, an ice rink and an athletics track, general halls used for indoor sports includes trampolining and gymnastics. The Spectrum is home to several local sports teams, including the Guildford Flames of the English Premier Ice Hockey League and Guildford City Football Club of the Combined Counties Football League. Guildford International Volleyball Club has managed to win the top of the fourth division of the National Volleyball League.

 

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