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ITIL v3: Service Offerings and Agreement

 
Course: 998     Type: Course Workshop     Duration: 5 Days

Quick Enroll    

You Will Learn How To
  • Prepare for and take the ITIL Service Offerings and Agreement Certification Exam
  • Outline key activities for the Service Offerings and Agreement processes in the context of the Service Lifecycle
  • Achieve operational excellence by using the Service Offerings and Agreement processes, activities and functions
  • Measure the success of Service Offerings and Agreement by applying key metrics

Course Benefits
By implementing ITIL Service Offerings and Agreement best practices, IT departments can ensure high levels of customer satisfaction by integrating demand and supplier management with the service portfolio and service catalog. In this course, you learn how to plan, implement and optimize the Service Offerings and Agreement processes and gain the skills required to take the ITIL Service Offering and Agreement Certification Exam.

Who Should Attend
This course is valuable for those who want to achieve ITIL Service Offerings and Agreement certification. The ITIL v3 Foundation Certificate (or v2-v3 bridge equivalent) is required to take the ITIL Certification Exam on the final day.

Course Workshop
  • Documenting current and prospective services
  • Producing a Service Catalog from a business and technical viewpoint
  • Identifying patterns of activity through demand management
  • Applying Continual Service Improvement

Course 998 Content
Introduction and Overview
  • Role of processes in Service Management
  • How Service Management creates business value
Core Service Offerings and Agreement Processes
Service Portfolio Management (SPM)
  • Thinking strategically : SWOT
  • Achieving customer focus
  • Pricing and chargeback models
  • Allocating resources
  • Relationship between Service Catalog and service pipeline
  • Linking business and IT services
Service Catalog Management
  • Purpose, goals and objectives
  • Technical and business Service Catalogs
  • Detailing operational services
  • Using key metrics and critical success factors
  • Producing a Service Catalog
Service Level Management
  • How Service Level management creates business value
  • Negotiating SLAs
  • Deliverables, roles and responsibilities
  • SLAs, OLAs and review meetings
  • Planning for Service Improvement Projects (SIPs)
Demand Management
  • Managing capacity to maximize value
  • Identifying patterns of business activity
  • Connecting demand management to the service portfolio
Supplier Management
  • Process scope and objectives
  • Matching contractor capabilities with business needs
  • Ensuring supplier performance
  • Contract administration
  • Contract management
Financial Management
  • Managing financial considerations
  • Budgeting, accounting and charging
  • Service valuation
  • Building a business case
  • Enabling service demand modeling and management
  • Generating and disseminating information
  • Dealing with complex chargeback issues
Roles and Responsibilities
  • Service Portfolio Management
  • Service Catalog Management
  • Service Level Management
  • Demand Management
  • Supplier Management
  • Financial Management
Technology and Implementation Considerations
  • Generic requirements and evaluation criteria
  • Good practices for implementation
  • Challenges, critical success factors and risks
  • Documenting and monitoring SLAs
Common Service Activities
  • Service monitoring and control
  • Deming cycle
  • CSI techniques
Continual Service Improvement
  • Implementing an effective CSI program
  • Service reporting
  • Cost benefit justification

Important Course Information
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. Swirl logo is a Trade Mark of the Office of Government Commerce.
  
 
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ITIL v3: Service Offerings and Agreement
Upcoming Dates
Jul 21 - 25, 2008
 Washington, DC (Reston, VA)
Aug 18 - 22, 2008
 Washington, DC (Alexandria, VA)
Aug 25 - 29, 2008
 New York
Sep 8 - 12, 2008
 Ottawa
Sep 15 - 19, 2008
 Chicago (Schaumburg)
Sep 29 - Oct 3, 2008
 Toronto
Sep 29 - Oct 3, 2008
 Washington, DC (Rockville, MD)
Oct 6 - 10, 2008
 Los Angeles
Oct 27 - 31, 2008
 Washington, DC (Reston, VA)
Nov 17 - 21, 2008
 Washington, DC (Alexandria, VA)

ITIL v3: Service Offerings and Agreement
Bring Learning Tree On-Site

Course Tuition
$ 2,950 Standard Tuition
Tuition with a Savings Plan
$ 2,075 10-Day Pass
$ 1,665 Training Passport
$ 1,830 Flex-Pass
$ 2,095 Voucher 10-Pack
$ 2,655 Alumni Gold Discount
$ 2,620 Government Discount
 

 

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Customer Service or Enroll: 1-800-843-8733