ITIL Intermediate Qualification: Service Offerings and Agreements

ITIL Intermediate Qualification: Service Offerings and Agreements Course Description

Intended Audience for the ITIL Intermediate Qualification: Service Offerings and Agreements Course

• IT Professionals
• Business managers
• Business process owners
• Individuals who require a deep understanding of the Service Offerings and Agreements
• processes and of how it may be used to enhance the quality of IT service support within an
• organization
• IT professionals who are working within an organization that has adopted and adapted ITIL and
• who need to be informed about, and thereafter contribute to, an ongoing service improvement
• programme
• Operational staff involved in service portfolio management; service level management; service
• catalogue management; demand management; supplier management; financial management for
• IT services and business relationship management who wish to enhance their role-based
• capabilities
• Individuals who have attained the ITIL Foundation Certificate in IT Service Management and wish
• to advance to higher level ITIL certifications
• Individuals seeking the ITIL Expert Certificate in IT Service Management for which this
• qualification can be one of the prerequisite modules
• Individuals seeking progress toward the ITIL Master Certificate in IT Service Management for
• which the ITIL Expert is a prerequisite.

Training Packages & Career Tracks that include the ITIL Intermediate Qualification: Service Offerings and Agreements Course

• ITIL Intermediate: Service Capability

ITIL Intermediate Qualification: Service Offerings and Agreements Course Objectives

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

ITIL Intermediate Qualification: Service Offerings and Agreements Course Outline

1. Introduction to service offerings and agreements (SOA)
   1. The value to the business of SOA activities
   2. The lifecycle within the SOA context
   3. How services deliver value to customers and the business and the relevance to the SOA processes
   4. How requirements are identified through the SOA processes
   5. Understanding return on investment (ROI) and the business case
2. Service portfolio management
   1. Service portfolio management, including concepts, methods, activities, roles and operation as well as
3. its organizational structure and the interfaces with other processes
   1. Service portfolio management in relationship to the service catalogue and service pipeline and how
4. these support SOA
   1. Metrics and critical success factors (CSFs) associated with service portfolio management in support
5. of SOA
6. Service catalogue management
   1. Service catalogue management, including its concepts, activities, roles and operation as well as its
7. organizational structure and the interfaces with other processes
   1. Service catalogue in relationship to the service portfolio, the business catalogue, the technical
8. service catalogue and how these components are used to ensure service quality within SOA
   1. Metrics and CSFs associated with service catalogue management in support of SOA
9. Service level management
   1. Service level management (SLM), including its concepts, activities, roles and operation as well as its
10. organizational structure and any interfaces with other processes
    1. SLM components and activities, including service level agreements (SLAs) structures, service level
11. requirements (SLRs), operational level agreements (OLAs), CSFs, underpinning contracts (UCs),
12. their metrics, performance and monitoring
    1. How these components are used to ensure service quality within SOA
13. Demand management
    1. Demand management process, including its concepts, activities, roles and operation as well as its
14. organizational structure and any interfaces with other processes
    1. Demand for services especially in relation to patterns of business activity and how it is used within
15. SOA
    1. Service portfolio interaction with demand management and how demand can be managed for
16. service in relation to providing business benefits and in support of SOA
    1. Metrics and CSFs associated with demand management in support of SOA
17. Supplier management
    1. Supplier management process inclusive of its concepts, activities, roles and operation including its
18. organizational structure as well as any interfaces with other processes
    1. Supplier management components and activities (for example supplier categorization, supplier
19. evaluation, supplier and contract database, metrics and CSFs) and how these are used to ensure
20. service quality within SOA
21. Financial Management for IT services
    1. Financial management for IT services, including its concepts, activities, roles and operation as well
22. as its organizational structure and any interfaces with other processes
    1. Financial management for IT services components and activities, including budgeting, accounting
23. and charging and how these are used to ensure service quality within SOA
    1. Metrics and CSFs associated with financial management for IT services in support of SOA
24. Business relationship management
    1. Business relationship management, including its concepts, activities, roles and operation as well as
25. its organizational structure and any interfaces with other processes
    1. Metrics and CSFs associated with business relationship management in support of SOA
26. SOA roles and responsibilities
    1. The roles and responsibilities related to all of the SOA processes
27. Technology and implementation considerations
    1. Service management tools and where/how they would be used within SOA for process
28. implementation
    1. The tools that support SOA
    2. What best practices should be used in order to alleviate challenges and risks when implementing
29. Service Management technologies and designing technology architectures

Benefits of taking the ITIL Intermediate Qualification: Service Offerings and Agreements course at NetCom

• Why choose ITIL Training at NetCom Learning?
  As a recognition for training excellence, NetCom Learning was chosen by Microsoft as the 2007 Worldwide Learning Solutions Partner of the year out of 1400 training companies.

  In addition, we have won numerous other training awards for quality and customer satisfaction by CompTIA, EC-Council and other vendors. We are simply passionate about learning and achieving the highest customer satisfaction in your learning experience!

• NetCom provides Authorized Training
  NetCom Learning is a Microsoft Gold Certified Partner for Learning Solutions (CPLS), Cisco Learning Partner, CompTIA Platinum Partner, EC-Council Accredited Training Center, Adobe Authorized Training Center, Autodesk Authorized Training Center and many others. We are proud to offer the highest quality, authorized training solutions from our many partners for our customers.

  See our comprehensive list of partner authorizations.

• Award winning, world-class Instructors

  Donna H. - High-skilled trainer and speaker. Delivered presentations in Dubai, Tokyo, London, New York, and China. - ITIL V3 Expert, teaching ITIL courses since 2005. More than 99% of her students have passed their ITIL Certification exams. - Process Improvement Expert with more than 15 years of experience in the Support Center industry as a practitioner, consultant and certified trainer. Bio: Donna is an expert in project management and Process Improvement. Her amazing presentation skills have taken her around the world, giving arrangements in Dubai, Tokyo, London, New York and China to name a few. "The Donna", as she is known in the industry, has more than 15 years of experience in the Support Center industry as a practitioner, consultant and certified trainer. Donna holds ITIL V3 Expert Certification and offers training and consulting services through NetCom Learning on Process Improvement framework as well as the ITIL practitioner level suite of Lifecycle and Capability Stream certification courses. She began presenting ITIL classes in 2005, and 99% of her students have passed their ITIL Certification exams. Along with ITIL courses, she promotes best practices in the support center industry, focusing on customer service skills training, individual and support center certification, training and consulting, and process infrastructure improvement.

  Michael G. - Over 22 years of professional experience in the IT field, including more than a decade as a Certified Trainer. - An expert in Cisco's Routing, Switching, Security, Voice and Wireless areas, as well as select Microsoft, Novell, CompTIA, Sun and CWNP courses. - High-skilled and acclaimed instructor. Has trained over 900 students at Netcom Learning. Bio: Michael has over 22 years of professional experience in the IT field, including more than a decade as a Certified Trainer. An expert in Cisco's Routing, Switching, Security, Voice and Wireless areas, Michael also teaches select Microsoft, Novell, CompTIA, Sun and CWNP courses. Michael's dedication and passion for teaching is unmatched. He has trained over 900 students at Netcom Learning since 2006 and his evaluation scores average 8.7 out of 9.

  See more...  
• Actual Client Testimonials

  Sep 09 2010 Good experience, would attend another NetCom class if needed. --Mayri H. Course(s) Taken ITIL: Foundation Certification - Boot Camp

  
  

  Sep 08 2010 This has been a very positive experience. Everyone was very customer service focused. -Dan B. Course(s) Taken ITIL: Foundation Certification - Boot Camp

  
  
• Awards won by NetCom
  NetCom Learning is an award winning, customer focused company. We are simply Passionate About Learning!

  See our list of awards.

• Specialized Boot Camp Training

  

  This training is also available as a boot camp. NetCom is world famous for delivering specialized boot camp training to our clients.

  For answers to questions regarding our boot camp training delivery format, please refer to our Boot Camp FAQ section.

Enrollment Options for the ITIL Intermediate Qualification: Service Offerings and Agreements course

• Contact us to customize this class with your own dates, times and location. You can also call 1-888-563-8266 or chat live with an Educational Consultant.

Training Delivery Methods

• Classroom Training
  NetCom’s classroom training ensures that you have state-of-the-art tools, techniques and practices you need to succeed on the job. Our instructors are active practitioners and true masters in their fields. With convenient classes at multiple learning centers across the US, you never have to go far to get ahead.

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• Private 1-on-1 Training
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