This 5-day Course immerses learners in the practical aspects of the ITIL Service Lifecycle and Processes associated with the Service Offerings and Agreements of services. The main focus of this Course is on the operational-level Process activities and supporting methods and approaches to executing these Processes in a practical, hands-on Learning environment. This training is intended to enable the holders of the certificate to apply the Practices during the Service Management Lifecycle. This Course is designed using an engaging scenario-based approach to Learning the core disciplines of the ITIL Best Practice and positions the student to successfully complete the associated exam.
Duration Learning Credits
5 Days – 40 hours of 40 PDU’s
Session
Public Classroom Pricing:
Early Bird Price: CAD 4999.00
Regular Price: CAD 5299.00
Instructor-Led Virtual Live Pricing:
Early Bird Price: CAD 3099.00
Regular Price: CAD 3299.00
Private Group / In-House Learning:
Have a group of 3 or more people?
Register yourself with a special pricing and
request the training exclusively
Course Introduction
● Introductions
● Course Introduction
● Course Learning Objectives
● Unique Nature of the Course
● Course Qualification Scheme
● Course Agenda and Exam Details
Unit 1: Introduction to Service Offerings and Agreements
● SOA in the Service Strategy Stage
● Purpose and Objectives of the Strategy Management for IT Services Process
● Scope of the Strategy Management for IT Services Process
● Value of the Strategy Management for IT Services Process to the Business
● SOA in the Service Design Stage
● Purpose and Objectives of the Design Coordination Process
● Scope of the Design Coordination Process
● Value of the Design Coordination Process to the Business
● Utility and Warranty, and Their Relevance to SOA Processes
● SOA Processes and Customer Requirements
● Return on Investment and the Business Case
Unit 2: Service Portfolio Management
● Service Portfolio and Its Relationships with the Service Catalogue and Service Pipeline
● Purpose and Objectives
● Scope of SPM
● Value to the Business
● Policies, Principles, and Basic Concepts
● Process Activities, Methods, and Techniques
● Triggers, Inputs, Outputs, and Interfaces
● Information Management
● Critical Success Factors and Key Performance Indicators
● Challenges and Risks
● Designing the Service Portfolio
● Group/Individual Exercise
● Sample Test Question
Unit 3: Service Catalogue Management
● Importance of the Service Catalogue to the Service Lifecycle and Its Interface to the Service Portfolio
● Purpose and Objectives
● Scope of the Process
● Value to the Business
● Policies, Principles, and Basic Concepts
● Process Activities
● Triggers, Inputs, Outputs, and Interfaces with Other Processes
● Information Management
● Critical Success Factors and Key Performance Indicators
● Challenges and Risks
● Production of a Service Catalogue
● Sample Test Question
Unit 4: Service Level Management
● Purpose and Objectives
● Scope of the Process
● Value to the Business
● Policies, Principles, and Basic Concepts
● Process Activities, Methods, Techniques, and Relationships with the Service Lifecycle
● Triggers, Inputs, Outputs, and Interfaces with Other Processes
● Information Management
● Critical Success Factors and Key Performance Indicators
● Challenges and Risks
● Contents of SLAs and OLAs
● Group/Individual Exercise
● Sample Test Question
Unit 5: Demand Management
● Importance of Demand Management to the Service Lifecycle
● Purpose and Objectives
● Scope of the Process
● Value to the Business
● Policies, Principles, and Basic Concepts
● Process Activities, Methods, and Techniques
● Triggers, Inputs, Outputs, and Interfaces with Other Processes
● Information Management
● Critical Success Factors and Key Performance Indicators
● Challenges and Risks
● Group/Individual Exercise
● Sample Test Question
Unit 6: Supplier Management
● Purpose and Objectives
● Scope of The Process
● Value to The Business
● Policies, Principles and Basic Concepts
● Process Activities, Methods, and Techniques
● Triggers, Inputs, Outputs, and Interfaces with Other Processes
● Information Management
● Critical Success Factors and Key Performance Indicators
● Challenges and Risks
● Group/Individual Exercise
● Sample Test Question
Unit 7: Financial Management for IT Services
● Importance to The Service Lifecycle
● Purpose and Objectives
● Scope of The Process
● Value to The Business
● Policies, Principles, and Basic Concepts
● Process Activities, Methods, and Techniques
● Triggers, Inputs, Outputs, and Interfaces with Other Processes
● Information Management
● Critical Success Factors and Key Performance Indicators
● Challenges and Risks
● Group/Individual Exercise
● Sample Test Question
Unit 8: Business Relationship Management
● Purpose and Objectives
● Scope of the Process
● Value to the Business
● Policies, Principles, and Basic Concepts
● Process Activities, Methods, and Techniques
● Triggers, Inputs, Outputs, and Interfaces
● Information Management
● Critical Success Factors and Key Performance Indicators
● Challenges and Risks
● Group/Individual Exercise
● Sample Test Question
Unit 9: Roles and Responsibilities
● Generic Roles
● Roles and Responsibilities of Service Portfolio Management
● Roles and Responsibilities of Service Catalogue Management
● Roles and Responsibilities of Service Level Management
● Roles and Responsibilities of Demand Management
● Roles and Responsibilities of Supplier Management
● Roles and Responsibilities of Financial Management for IT Services
● Roles and Responsibilities of Business Relationship Management
● Group/Individual Exercise
● Sample Test Question
Unit 10: Technology and Implementation Considerations
● Generic Technology Requirements to Assist Service Design
● Evaluation Criteria for Technology and Tooling for Process Implementation
● Good Practices for Practice and Process Implementation
● Challenges, CSFs, and Risks in Implementing Practices and Processes
● Planning and Implementing Service Management Technologies
● Group/Individual Exercise
Unit 11 : Exam Preparation Guide
● Mock Exam 1
● Mock Exam 2
Individuals who have their ITIL Foundation Certificate who want to purse the intermediate and advanced level ITIL certifications
● IT professionals involved in IT Service Management implementation and improvement programs
● IT Management
● IT Finance Manager
● Capacity Manager
● Availability Manager
● Service Level Manager
● Business Continuity Manager
● Service Portfolio Manager
● Supplier Relationship Manager
● Understanding Service Management as a Practice and how the Processes within Service Offerings and Agreements support the Service Lifecycle
● Knowing the important role of Service Offerings and Agreements in service provision and understanding of how the in-scope Processes interact with other Service Lifecycle Processes
● The activities, methods, and functions used in each of the Service Offerings and Agreements Processes
● The application of Service Offerings and Agreements Processes, activities and functions to achieve operational excellence
● How to measure Service Offerings and Agreements performance
● The importance of IT Security and how it supports Service Offerings and Agreements
● Understanding technology and implementation Requirements in support of Service Offerings and Agreements
● The challenges, critical success factors and Risks related with Service Offerings and Agreements