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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 Plymouth

Plymouth

Plymouth is a city located on the south coast of Devon, England. Plymouth is 37 miles south-west of Exeter and 190 miles west south- west of London between river Plym and Tamar's mouths.

Throughout Industrial Revolution, Plymouth grew as commercial shipping port handling imports and passengers from America. Plymouth port also export local minerals like copper, lime, china, clay, tin and arsenic. Neighbouring town Devonport became Royal Naval Shipbuilding and dockyard town. In 1928 Plymouth achieved city status. In mid-2015, the city is home to 262,700 which makes it 30th most populous area in the United Kingdom. Plymouth is the second largest in Southwest after Bristol. Plymouth City Council governs Plymouth, and it is represented by three MP’s. The economy of Plymouth is influenced by seafaring and shipbuilding including ferry links to Spain and Brittany. In Western Europe large operational naval base HMNB Devonport is located. Plymouth is home to Plymouth University.

History

Plymouth had a population of 107,000 in the year 1901. In 1914 the two towns Devonport and Stonehouse were merged with Plymouth. Slum clearance started in Plymouth after World War 1. Slum housing was stopped and replaced by council housing in Swilly and New Prospect. By 1928, new 802 houses were built. In 1920 motor buses started in Plymouth and then got replaced by trams. Due to dockyard in Second World War Plymouth was a prime target for bombing. Around 3754 houses were damaged, and more than 8000 were severely damaged. Later slums were replaced with better flats and houses. Later in the 20th century, various houses were built at South way and Egg Buckland. In Plympton and Plymstock many private houses have been constructed. In the 21st century, Plymouth is flourishing. Drakes Circus shopping was remade in 2006, and now the population of Plymouth is 240,000.

Education

The University of Plymouth has enrolled around 23,155 students as of 2015 and 2016. It has 3000 staff and income of around £160 million. Main courses in it include business, marine biology, marine engineering, shipping and much more. The University of St Mark and St John was also known as Marjon or Marjons have expertise in teacher training. These universities offer various training courses across the country as well as abroad. This city is also home to two other large colleges. City College of Plymouth provides courses from basic to foundation degree for various students. Plymouth College of Art offers courses on media. It is only one of the four independent colleges of art and design in the UK.

There are 71 state primary phase schools in Plymouth and 13 state secondary schools. Plymouth has eight special schools, three selective state grammar schools and independent school.

This city is also home to Royal Naval Engineering College that was opened in 1880 in Keyham. It was renamed Dockyard Technical College in 1959. Later training was shifted to the University of Southampton. Marine Biological Association of UK is also located in Plymouth.

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