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ITIL® Capabilities Stream - Service Offering & Agreement

(SOA)


The Service Capability series is focused on role-based clusters in a modular set, each with a certification. Each cluster contains groupings of processes and roles from within IT Service Management, intended to offer candidates a balanced knowledge of ITIL practices that have direct interaction and dependencies in their daily use.
The current module covers the following subject areas:
 Service Portfolio Management
 Service Catalogue Management
 Service Level Management
 Demand Management
 Supplier Management
 Financial Management
 Business Relationship Management

OBJECTIVES

To enhance candidates’ capabilities to illustrate, explain and apply their knowledge of:
 The importance of ITIL® Service Offering & Agreement while providing Service.
 How all processes in ITIL® Service Offering & Agreement interact with other Service Lifecycle processes.
 The processes, activities, methods and functions used in each of the ITIL® Service Offering & Agreement processes.
 How to use the ITIL® Service Offering & Agreement processes, activities and functions to achieve operational excellence.
 How to measure ITIL® Service Offering & Agreement.
 Understanding of technology and implementation considerations surrounding ITIL® Service Offering & Agreement.
 Challenges, Critical Success Factors and Risks associated to ITIL® Service Offering & Agreement.

CONTENT

1. Introduction to ITIL® Service Offering & Agreement
2. Processes (Service Portfolio Management / Service Catalogue Management / Service Level Management / Demand Management / Supplier Management / Financial Management / Business Relationship Management)
3. Roles and Responsibilities
4. Technology and Implementation Considerations

TARGET AUDIENCE

• Staff involved in Service Offering & Agreement of IT Services.
• Individuals who have attained the ITIL® Foundation Certificate in IT Service Management and who wish to advance to higher level ITIL® certifications.
• Individuals who require a deep understanding of ITIL® in Service Offering & Agreement processes and how it may be used to enhance the quality of IT services.

PREREQUISITES

• ITIL® Foundation Certificate in IT Service Management.
• Familiarity with the terminology and the context of the course in their own business environment.
• Have exposure working in the service management capacity within a service provider environment, with responsibility emphasizing on at least one of the topics of the course.

PEDAGOGICAL METHOD

 Theory and concepts illustrated by a trainer with sound expertise and experience in ITIL® Service Offering & Agreement.
 Group discussions with the purpose to match the relevant ITIL® Service Offering & Agreement issues to real life experience.
 Practical exercises to enhance the reinforcement of the learning objectives.

CERTIFICATION

ITIL® Service Offering & Agreement Certificate.

STUDENT PACK

 Accredited Course Materials
 Attendance Certificate

o ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
o The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
o The ITIL Accredited Training Organization logo is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

Design and implementation Flockdesign Ronse