In this course, you will be immersed in the practical aspects of the ITIL service lifecycle and processes associated with service offerings and agreements as they relate to services and service delivery. You will focus on the operational-level process activities and supporting methods and learn to execute these processes in a practical, hands-on learning environment. This course includes lecture, exercises, and scenario-based exam questions to increase your understanding of the core disciplines of ITIL best practices and position you to successfully complete the associated exam. The exam will be offered on the last day of the course at 1:00 pm.

The main process focus areas of this course include:

• Business relationship management
• Service portfolio management
• Financial management for IT services
• Demand management
• Service catalogue management
• Service level management
• Supplier management

Please note: The ITIL Foundation certification is required to take the exam at the end of class. Proof of certification must be provided no later than the first day of class.

Certification:

ITIL Intermediate Qualification: Service Offerings and Agreements certificate

Thousands of students have achieved ITIL certifications with the help of our training. We're so confident in our ITIL training, we guarantee your success on the Intermediate ITIL exams or your money back. Visit www.globalknowledge.com/itilguarantee for details.

What You'll Learn

• Importance of service management as a practice concept
• Service lifecycle principals, purpose, and objective
• Importance of ITIL service offerings and agreements while providing service
• How all processes in ITIL service offerings and agreement interact with other service lifecycle processes
• The activities, methods, and functions used in each of the ITIL service offerings and agreement processes
• Use the ITIL service offerings and agreement processes, activities, and functions to achieve operational excellence
• Measure ITIL service offerings and agreements
• Importance of IT security and its contributions to ITIL service offerings and agreements
• Technology and implementation considerations surrounding ITIL service offerings and agreements
• Challenges, key performance indicators (KPIs), critical success factors (CSFs), and risks associated with ITIL service offerings and agreements

Who Needs to Attend

• IT operations, technical, or IT management personnel requiring more information about ITIL best practices
• Anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT

Prerequisites

• ITIL Foundation Certification (required)
• Two to four years of relevant work experience
• To prepare for the end-of-class exam, we recommend that you review the ITIL 2011 publications Service Strategy (2011 Edition, ISBN 9780113313044) and Service Design (2011 Edition, ISBN 9780113313051) and complete at least 12 hours of personal study

Follow-On Courses

• ITILŪ Service Lifecycle: Service Strategy
• ITILŪ Service Lifecycle: Service Design
• ITILŪ Service Lifecycle: Service Transition
• ITILŪ Service Lifecycle: Service Operation
• ITILŪ Service Lifecycle: Continual Service Improvement
• ITILŪ Service Capability: Planning, Protection, and Optimization
• ITILŪ Service Capability: Release, Control, and Validation
• ITILŪ Service Capability: Operational Support and Analysis
• ITILŪ: Managing Across the Lifecycle

Certification Programs and Certificate Tracks

This course is part of the following programs or tracks:

• ITILŪ Certifications

Why Global Knowledge?

• Practice to Perform
  Our courses maximize learning through intensive, hands-on exercises. Our experiential design puts theory into practice and dramatically improves your learning experience, professional development, and retention. It is the difference between memorizing facts and building competency. We use more challenging scenarios and offer greater detail and practice of each concept than traditional courses, so you will return to work more knowledgeable and with greater expertise.
• Free Templates with Every Course
  Creating templates to support your methodology is expensive and time consuming. We make it easy for you to adopt best practices quickly and easily by including our CD of 110 templates with this course. You can easily customize the templates for use throughout your organization.
• Flexible Courses That Fit Your Needs
  Building our courses with individual lesson objects allows us to easily customize a solution that meets the needs of your organization. From editing standard course curriculum to creating a custom course that complements the best practices of your organization, we have the experience and expertise to deliver exactly what you need.
• Customization for Organizations
  Using our SOLVE methodology (Surround, Originate, Launch, Validate, Evolve), we can assess your organization's unique learning needs and goals, design and implement a tailored solution, and provide continuous program improvements. We also offer curriculum-planning services to help maximize the return on your organization's training investment.

Course Outline

1. Service Offerings and Agreements

• How Service Offerings and Agreements Practices Support the Service Lifecycle
• Purpose, Objectives, Scope, and Value of Strategy Management for IT Services and the Design Coordination Process
• Successful Services Depend on the Customer's Perception of Utility and Warranty
• Relevance of Business Cases and Return-on-Investment to Service Offerings and Agreements Practices

2. Business Relationship Management

• Purpose, Objectives, and Scope
• Business Value
• Policies, Principles, and Basic Concepts
• Triggers, Inputs, Outputs, and Process Interfaces
• Information Management within the Business Relationship Management Process
• CSFs and KPIs
• Challenges and Risks
• Key Roles and Responsibilities

3. Service Portfolio Management

• Service Portfolio
• Purpose, Objectives, and Scope
• Business Value
• Policies, Principles, and Basic Concepts
• Triggers, Inputs, Outputs, and Process Interfaces
• Information Management within the Service Portfolio Management Process
• CSFs and KPIs
• Challenges and Risks
• Key Roles and Responsibilities

4. Financial Management for IT Services

• Purpose, Objectives, and Scope
• Business Value
• Policies, Principles, and Basic Concepts
• Triggers, Inputs, Outputs, and Process Interfaces
• Information Management within the Financial Management for IT Services Process
• CSFs and KPIs
• Challenges and Risks
• Key Roles and Responsibilities

5. Demand Management

• Importance of Demand Management to Managing Services throughout their Lifecycle
• Purpose, Objectives, and Scope
• Business Value
• Policies, Principles, and Basic Concepts
• Triggers, Inputs, Outputs, and Process Interfaces
• Information Management within the Demand Management Process
• CSFs and KPIs
• Challenges and Risks
• Key Roles and Responsibilities

6. Service Catalog Management

• Importance of the Service Catalog to the Service Lifecycle
• Purpose, Objectives, and Scope
• Business Value
• Policies, Principles, and Basic Concepts
• Triggers, Inputs, Outputs, and Process Interfaces
• Information Management within the Service Catalog Management Process
• CSFs and KPIs
• Challenges and Risks
• Production of a Service Catalog
• Key Roles and Responsibilities of Service Catalog Management

7. Service Level Management

• Importance of Service Level Management to the Service Lifecycle
• Purpose, Objectives, and Scope
• Business Value
• Policies, Principles, and Basic Concepts
• Triggers, Inputs, Outputs, and Process Interfaces
• Information Management within the Service Level Management Process
• CSFs and KPIs
• Challenges and Risks
• Contents of Service and Operational Level Agreements (SLAs and OLAs)
• Key Roles and Responsibilities

8. Supplier Management

• Purpose, Objectives, and Scope
• Business Value
• Policies, Principles, and Basic Concepts
• Triggers, Inputs, Outputs, and Process Interfaces
• Information Management within the Supplier Management Process
• CSFs and KPIs
• Challenges and Risks
• Key Roles and Responsibilities

9. Technology and Implementation Considerations

• Generic Requirements for Service Management Technologies
• Evaluation Criteria for Technology and Tooling for Process Implementation
• Good Procedures for Practice and Process Implementation
• Challenges, CSFs, and Risks Related to Implementing Practices and Processes
• How to Plan and Implement Service Management Technologies

10. Exam Preparation/Mock Exam

11. Exam