ITIL Service Capability: Service Offerings & Agreements Course
- this course is no longer scheduled to run. Please refer to schedule for current course titles.
Course DescriptionThe course builds on the general principles covered as part of the ITIL® Foundation course. This enables the organisation to introduce Service Portfolio Management, Service Catalogue Management, Service Level Management, Demand Management, Supplier Management, Financial Management and Business Relationship Management as integral parts of its overall business-focussed Services Framework.
The course is assignment based, with a strong emphasis on practical coursework, working as individuals and in teams. |
£1495 5 day course Scheduled Dates: |
Course pre-requisites:
The course is suitable for individuals who require a deep understanding of Operational Support & Analysis processes and how they may be used to enhance the quality of IT service provision within an organisation. It offers a natural career development path for practitioner staff that already holds the ITIL® V3 Foundation Certificate or equivalent.
Delegates are required to hold the ITIL® V3 Foundation Certificate in IT Service Management or V2 to V3 bridge equivalent.
Before taking the course it is recommended, though not required, that candidates have exposure to basic concepts in IT and related work experience of at least two years.
It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and relevant books in preparation for the examination.
Delegates are required to hold the ITIL® V3 Foundation Certificate in IT Service Management or V2 to V3 bridge equivalent.
Before taking the course it is recommended, though not required, that candidates have exposure to basic concepts in IT and related work experience of at least two years.
It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and relevant books in preparation for the examination.
Topics covered on the 5 day ITIL Service Capability: Service Offerings & Agreements course
- Service Management as a Practice.
- Processes across the Service Lifecycle pertaining to the Service Offerings and Agreement curriculum.
- Service Portfolio Management which provides documentation for services and prospective services in business terms.
- Service Catalogue Management which is concerned with the production and documentation of the Service Catalogue from a business and a technical viewpoint.
- Service Level Management which sets up a Service Level Agreement (SLA) structure and ensures that all SLAs have an underpinning support structure in place.
- Demand Management which identifies Patterns of Business Activity to enable the appropriate strategy to be implemented.
- Supplier Management which ensures all partners and suppliers are managed in the appropriate way and includes contract management.
- Financial Management which includes ensuring understanding of the service value and the management of all financial considerations.
- Business Relationship Managers who have responsibility to represent customers and ensure the Service Catalogue and Portfolio have the right needs.
Course Classification:
Technical Training Course
This is an instructor led training course taught in a classroom based environment.
Scheduled course dates
Print / Download PDF Version of full course schedule
If you would prefer to run this course at your premises as you have several employees to place on the course perhaps, then we are also able to offer onsite ITIL Service Management Training and bespoke ITIL Service Management courses