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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 Warrington

Warrington, located 20 miles east of Liverpool and on the banks of the River Mersey, has an estimated population of 207,700, more than double that of 1968 when it became a New Town. Warrington is the largest town in the county of Cheshire.

Warrington was founded by the Romans on the River Mersey. Later the Saxons established a new settlement at the same place.  During the Middle Age, it developed as a market town. Since then the textile and tool industry flourished in Warrington.

In history of Lancashire, the growth and development of Warrington matched with the Industrial Revolution, mainly after the Mersey was made navigable in the 18th century. The West Coast Main Line begins from north to south through the town. The Ship Canal of Manchester divides through the south of the borough. The motorways such as M6, M62 and M56 creates a partial box around the town.

The latest Borough of Warrington was made in 1974 by the merging of the former County Borough of Warrington, the Warrington Rural District, the Lymm Urban District, part of the Runcorn Rural District, part of the Golborne Urban District, , and part of the Whiston Rural District.

Sports

Rugby league is the town's important sport in the form of Warrington Wolves. The club moved in 2003 to the Halliwell Jones Stadium, Wilderspool Stadium. Warrington RLFC is the only team to have played every season in the top flight of rugby league. They recently put themselves back on the map as one of the leading rugby clubs in the country by taking home the Challenge Cup for two years running in 2009 and 2010 and a further triumph in 2012. This was won by them for the first time since 1973. They also reached the Cup Final in 2016, where they lost to Hull FC. 2011 also saw the Wolves gain the Super League Leaders Shield for the first time (which they won again in 2016), and 2012 saw them appearing in the Super League Grand Final for the first time versus Leeds Rhinos with the chance to become only the third team to win the Challenge Cup/Grand Final double – however, they lost. They also reached the Grand Final again in 2013 and 2016, losing to Wigan Warriors both times. 

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