Course Details
ITIL Service Offerings and Agreements
  • Course Length: 0 days
  • Course Price: $0
  • Code: ITILSOA2
  • Course Mode: ILT
Prerequisite
ITIL v3 Foundation Certification (required) Two to four years of relevant work experience To prepare for the end-of-class exam, it is recommended that you review the ITIL v3 publications Service Strategy (ISBN 10: 0113310455) and Service Design (ISBN 10: 0113310471) and complete at least 12 hours of personal study The ITIL v3 Foundation certification is required to take the exam at the end of class. Proof of certification must be provided
Audience
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

This course immerses you in the practical aspects of the ITIL v3 Service Lifecycle and processes associated with the Service Offerings and Agreements of services and service delivery. You\'ll focus on the operational-level process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment. This course uses an engaging case study-based approach to learning the core disciplines of ITIL best practices, positioning you to successfully complete the associated exam. The exam will be offered on the last day of the course at 3:30 pm. The main process focus areas of this course include:

  • Service Portfolio Management
  • Service Level Management
  • Service Catalogue Management
  • Demand Management
  • Supplier Management
  • Financial Management

  1. Introduction
  2. Service Portfolio Management
  3. Service Catalogue Management
  4. Service Level Management
  5. Demand Management
  6. Supplier Management
  7. Financial Management
  8. Business Relationship Manager
  9. Service Offerings and Agreement Roles and Responsibilities
  10. Technology and Implementation Considerations
  11. Exam Preparation/Mock Exam
  12. Exam

  • Importance of Service Management as a practice concept and Service Operation 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 processes, 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, critical success factors, and risks associated with ITIL Service Offerings and Agreements