ITIL® Capability: Service Offerings & Agreements - Course Content

 

 

1. Introduction to the concepts and terminology of the Service Lifecycle and the role of SOA within the Lifecycle:

  • Concept of Service Management as a practice
  • The concept of Service, its value proposition and composition
  • Functions and process across the Lifecycle
  • Roles of Processes in the Service Lifecycle
  • How Service Management creates business value
  • How the processes within Service Offerings and Agreements supports the Service Lifecycle
  • High level Service Offerings and Agreements process relationships

2. Demand Management and how it contributes to Service Offerings and Agreements:

  • Concepts of the process
  • Activity based Demand Management and Business patterns of Activity
  • Interfaces to Service Portfolio
  • Managing demand for Service

3. Service Portfolio and its relationship with the Service Catalogue and Service Pipeline

  • How Service Portfolio describes a provider’s service and relationship with the Business and IT service
  • The Service Portfolio Management methods

4. Service Catalogue Management process and how it is integrated with the Service Portfolio:

  • Purpose, goal and objectives of the process
  • Scope of the process
  • Interface to the Service Portfolio
  • The difference between a Business and a Technical Service Catalogue
  • Importance of the Service Catalogue to the Service Lifecycle and the business
  • Policies, principles and basic concepts
  • Key metrics, challenges, critical success factors and risks associated with the process
  • Utilisation of the Service Catalogue by other processes and functions
  • Production of the Service Catalogue

5. Service Level Management process and deliverables:

  • Purpose, goal and objectives of the SLM
  • Scope of the SLM
  • Importance of the process to the Service Lifecycle and how its generate business value
  • Principles and basic concepts
  • Activities, methods and techniques of this process and how it relates to
  • SLA structures and determining Service Level Requirements
  • Deliverables from the process
  • Monitoring of service performance against SLAs
  • Key metrics, challenges, critical success factors and risks associated with the process
  • Contents of SLAs, OLAs and review meetings
  • Interfaces to other processes and functions

6. Supplier Management process and the interfaces and dependencies of the process:

  • Purpose, goal and objectives of the process
  • Scope of the process
  • 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
  • Use of Supplier Categorization and maintenance of the Suppler Database
  • Key metrics, challenges, critical success factors and risks associated with the process
  • Inputs and outputs of the process
  • Best Practice Implementation of Financial Management

7. Financial Management contribution to the Service Lifecycle and the basic principles of Service Economics:

  • Purpose, goal and objectives of the process
  • Scope of the process
  • Concepts of 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 that enable this processes and how it relates to the Service Lifecycle
  • Design and Implement a Financial Management process

8. Business Relationship Manager

  • Role of Business Relationship Manager and Business Managers

9. Service Offerings and Agreements Roles and Responsibilities

  • Key roles and responsibilities of the Service Catalogue Manager
  • Key roles and responsibilities of the Service Level Manager
  • Key roles and responsibilities pertaining to the Supplier Manager

10. Technology and Implementation Considerations as part of implementing service management process capabilities, and what special technology functions and features are related to Service Offerings and Agreements practices.

  • Requirements for technology to assist Service Design
  • Evaluation criteria for technology and tooling for process implementation
  • Good practices for practice and process implementation
  • Challenges, Critical Success Factors and risks related to implementing practices and processes
  • How to plan and implement Service Management technologies

11. Service Offerings and Agreements Simulation

  • Practice managing and organising the processes in a simulated environment
  • Practice optimising the processes in a simulated environment
  • Understanding of interfaces and relationships between the processes
  • Understanding of the information flows between the processes