ITIL Intermediate Service Offerings and Agreements 2011 Edition

The Service Offerings & Agreements course is part of the ITIL® v3 Intermediate Capability certification stream. The course prepares candidates to take the ITIL® v3 Service Offerings & Agreements Intermediate exam.

Lesson 1: INTRODUCTION

• Introduction/Housekeeping
• Service Management as a practice
• Service, its value proposition and composition
• Functions and process across the Lifecycle
• Role of Processes in the Service Lifecycle
• How Service Management creates business value
• How the processes within Service Offerings and Agreement support the Service Lifecycle

Lesson 2: SERVICE PORTFOLIO MANAGEMENT

• The Service Portfolio and its relationship with the Service Catalog and Service Pipeline
• How a Service Portfolio describes a providers service and how it relates the business service with the IT service.
• Service Portfolio Management methods

Lesson 3: SERVICE CATALOG MANAGEMENT

• Purpose, goal, objectives & scope
• Interface to the Service Portfolio
• Difference between a Business and a Technical Service Catalog
• Importance of the Service Catalog to the Service Lifecycle and the business
• Policies, principles and basic concepts
• Metrics, challenges, Critical Success Factors and risks
• Utilization of the Service Catalog by other processes and functions
• Producing a Service Catalog

Lesson 4: SERVICE LEVEL MANAGEMENT

• Purpose, goal, objectives & scope
• Value to business and to the Service Lifecycle
• Principles and basic concepts
• Activities, methods and techniques and how it relates to the Service Lifecycle. (including SLA structures and determining Service Level Requirements)
• Deliverables
• Monitoring of service performance against SLAs
• Metrics, challenges, Critical Success Factors and risks associated with the process
• Contents of SLAs, OLAs and review meetings
• The interfaces to other processes and functions

Lesson 5: DEMAND MANAGEMENT

• The basic concepts of the process
• Activity based Demand Management and business activity patterns
• Interfaces to Service Portfolio
• Managing demand for Service

Lesson 6: SUPPLIER MANAGEMENT

• Purpose, goal, objectives & scope
• Importance of the process to the Service Lifecycle and how they generate business value
• Principles and basic concepts
• Activities, methods and techniques of this process and how it relates to the Service Lifecycle including evaluation of new suppliers
• Supplier Categorization and maintenance of the Supplier Database
• Metrics, challenges, critical success factors and risks

Lesson 7: FINANCIAL MANAGEMENT

• Purpose, goal, objectives & scope
• Service Valuation
• Importance of the process to the Service Lifecycle and how they generate business value
• Basic concepts - funding, accounting and chargeback
• Return on Investment and the business case
• Activities, methods and techniques and the Service Lifecycle
• Design and Implement a Financial Management process

Lesson 8: BUSINESS RELATIONSHIP MANAGER

• The role of Business Relationship Managers

Lesson 9: ROLES AND RESPONSIBILITIES

• Service Catalog Manager
• Service Level Manager
• Supplier Manager

Lesson 10: TECHNOLOGY AND IMPLEMENTATION CONSIDERATIONS

• Requirements for technology to assist Service Design
• Evaluation criteria for technology and tooling for process implementation
• Practices for practice and process implementation
• Challenges, Critical Success Factors and Risks
• How to plan and implement Service Management technologies

• Carmel, IN - August 13, 2012
• Westerville, OH - November 12, 2012