1-800-THE-TREE (1-800-843-8733)
TRAINING YOU CAN TRUST
 
 

ITIL® v3 Intermediate Qualification: Service Offerings and Agreements

 
Course: 998   Type: Course Workshop   Duration: 5 Days
 
 

You Will Learn How To

  • Prepare for and take the ITIL Intermediate Qualification: Service Offerings and Agreement Exam
  • Outline key activities for the Service Offerings and Agreement processes in the context of the Service Lifecycle
  • Achieve operational excellence by using the Service Offerings and Agreement processes, activities and functions
  • Measure the success of Service Offerings and Agreement by applying key metrics

Course Benefits

By implementing ITIL Service Offerings and Agreement best practices, IT departments can ensure high levels of customer satisfaction by integrating demand and supplier management with the service portfolio and service catalog. In this course, you learn how to plan, implement and optimize the Service Offerings and Agreement processes and gain the skills required to take the ITIL Intermediate Qualification: Service Offerings and Agreement Certification Exam.

Who Should Attend

This course is valuable for those who want to achieve ITIL Intermediate Qualification: Service Offerings and Agreement certification. The ITIL v3 Foundation Certificate (or v2-v3 bridge equivalent) is required to take the ITIL Certification Exam on the final day.

Course Workshop

In this course, you gain knowledge of the Service Offerings and Agreement processes. Workshops include:
  • Documenting current and prospective services
  • Producing a Service Catalog from a business and technical viewpoint
  • Identifying patterns of activity through demand management
  • Applying Continual Service Improvement

Related Courses

 
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. Swirl logo is a Trade Mark of the Office of Government Commerce. 		 

Upcoming Dates

Dec 8 - 12, 2008
 Ottawa
Jan 5 - 9, 2009
 Washington, DC (Rockville, MD)
Jan 26 - 30, 2009
 Toronto
Feb 2 - 6, 2009
 Washington, DC (Reston, VA)
Feb 9 - 13, 2009
 Los Angeles
Feb 23 - 27, 2009
 Washington, DC (Alexandria, VA)
Mar 2 - 6, 2009
 Washington, DC (Rockville, MD)
Mar 9 - 13, 2009
 Chicago (Schaumburg)
Mar 16 - 20, 2009
 New York
Mar 23 - 27, 2009
 Washington, DC (Reston, VA)
Mar 30 - Apr 3, 2009
 Ottawa
Apr 6 - 10, 2009
 Washington, DC (Rockville, MD)
Apr 13 - 17, 2009
 Washington, DC (Alexandria, VA)
Apr 20 - 24, 2009
 Toronto
Apr 27 - May 1, 2009
 New York

For complete schedule, please visit www.learningtree.com
 
http://www.learntree.com/courses/998pf.htm
 
 
1-800-THE-TREE (1-800-843-8733)
TRAINING YOU CAN TRUST
 
 

ITIL® v3 Intermediate Qualification: Service Offerings and Agreements

 
Course: 998   Type: Course Workshop   Duration: 5 Days
 
 
Course 998 Content
 

Introduction and Overview

  • Service Management as a practice
  • Role of processes in Service Management
  • How Service Management creates business value

Service Portfolio and Service Catalog Management

Principles of Service Portfolio Management (SPM)

  • Thinking strategically : SWOT
  • Achieving customer focus
  • Pricing and chargeback models
  • Allocating resources
  • Relationship between Service Catalog and service pipeline
  • Linking business and IT services

Integrating the Service Catalog into the Service Portfolio

  • Purpose, goals and objectives
  • Technical and business Service Catalogs
  • Detailing operational services
  • Using key metrics and critical success factors
  • Producing a Service Catalog

Service Level Management (SLM)

Service Management goals

  • The significance of SLM to the Service Lifecycle
  • How Service Level management creates business value
  • Analyzing and explaining the scope of the process

The Service Management process

  • Principles and basic concepts of SLM
  • Negotiating Service Level Agreements (SLAs)
  • Deliverables, roles and responsibilities
  • SLAs, OLAs and review meetings
  • Planning for Service Improvement Projects (SIPs)
  • Monitoring service performance against SLAs

Demand and Supplier Management

Demand Management

  • Activity-based Demand Management and business activity patterns
  • Managing capacity to maximize value
  • Identifying patterns of business activity
  • Connecting demand management to the service portfolio

Supplier Management

  • Analyzing the use of the Supplier Management process
  • Process scope and objectives
  • Supplier Categorization and maintenance of the Supplier Database (SD)
  • Ensuring supplier performance
  • Contract administration
  • Contract management

Financial Management

How Financial Management contributes to the Service Lifecycle Operation

  • Managing financial considerations
  • The scope, purpose and goals of the process
  • Basic concepts: funding, accounting and chargeback

Principles of Service Economics

  • Budgeting, accounting and charging
  • Service valuation
  • Building a business case
  • Enabling service demand modeling and management
  • Generating and disseminating information
  • Dealing with complex chargeback issues

Roles and Responsibilities

  • Business Relationship Management: the role of business relationship managers
  • Service Catalog Management
  • Service Level Management
  • Supplier Manager

Technology and Implementation Considerations

  • Technology implementation as part of implementing service management
  • Special technology functions related to Service Offerings and Agreement
  • Generic requirements and evaluation criteria
  • Good practices for implementation
  • Challenges, critical success factors and risks
 
http://www.learntree.com/courses/998pf.htm
 
 
1-800-THE-TREE (1-800-843-8733)
TRAINING YOU CAN TRUST
 
 

ITIL® v3 Intermediate Qualification: Service Offerings and Agreements

 
Course: 998   Type: Course Workshop   Duration: 5 Days
 
 

Course Tuition
$ 3,090 Standard Tuition
Tuition with a Savings Plan
$ 2,250 10-Day Pass
$ 1,670 Training Passport
$ 1,700 Premium-Pass
$ 2,200 Voucher 10-Pack
$ 2,785 Alumni Gold Discount
$ 2,744 Government Discount
 

 

Your Course Tuition Entitles You To...

  • Class participation
  • Team workshops
  • Use of in-class hands-on equipment
  • Comprehensive course materials
  • Morning and afternoon refreshments
  • Course Completion Certificate awarding Continuing Education Units
  • FREE participation in Professional Certification
  • FREE participation in College Credit programs (including related exams)

Important Course Information:

  • Approx. 5 to 8 hours of pre-course preparation
  • 1 hour of home study each evening
  • Course fee includes the ITIL Intermediate Qualification: Service Offerings and Agreements Certification Exam
  • The ITIL v3 Foundation Certificate (or v2-v3 bridge equivalent) is required to take the ITIL Certification Exam on the final day
  
 

Tuition Savings Plans

Training Passport
  • 3 courses in 12 months
  • As little as $1,670 per course
  • Savings as much as 40%
  • Only $5,000
Premium Pass
  • 4 courses in 24 months
  • As little as $1,700 per course
  • Save as much as 45%
10-Day Pass
  • A NEW way to save on training
  • 10 days of training for one person
  • Save as much as $990 per course
  • Only $4,500
Training Vouchers
  • Save as much as $990 per course
  • Fully transferable
  • As low as $2,200 per course
Alumni Gold Discount Attend your first course and you'll receive a personalized Alumni Gold Discount card, entitling you to save as much as $305 on each course you take within the following 12 months. Take just one course each year and you'll be entitled to ongoing discounts...year after year!

Your Guarantee of Satisfaction

Unless you feel 100% satisfied that Learning Tree delivered even more than you expected, there is no fee for your course attendance. Our Guarantee of Quality lets you experience the value of the course--and then pay only if you feel the course was well worth the tuition.

Enrolling is Easy and Flexible!

Enroll by phone or online. If your plans change, just let us know and, without a fee, you can transfer to another course or cancel your enrollment. Pay after you've taken the course, and then only if you are 100% satisfied.
 
http://www.learntree.com/courses/998pf.htm