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You will be immersed in the practical aspects of the ITIL service lifecycle & processes associated with service offerings & agreements as they relate to services & service delivery. Focus on the operational-level process activities & supporting methods &

  • Course Start Date: 2019-05-13
  • Time: 09:30:00 - 18:30:00
  • Duration: 5 days 09:30 AM - 06:30 PM
  • Location: Virtual
  • Delivery Methods(s): Virtual Instructor Led

Course Outline

Pre-Requisites

ITIL Foundation Certification (required) Two to four years of relevant work experience To prepare for the end-of-class exam, we recommend that you review the ITIL 2011 publications Service Strategy (2011 Edition, ISBN 9780113313044) and Service Design (2011 Edition, ISBN 9780113313051) and complete at least 12 hours of personal study

Lessons

Gain practical experience planning and executing processes within ITIL service offerings and agreements

In this course, you will be immersed in the practical aspects of the ITIL service lifecycle and processes associated with service offerings and agreements as they relate to services and service delivery. You will focus on the operational-level process activities and supporting methods and learn to execute these processes in a practical, hands-on learning environment. This course includes lecture, exercises, and scenario-based exam questions to increase your understanding of the core disciplines of ITIL best practices and position you to successfully complete the associated exam. The exam will be offered on the last day of the course at 1:00 pm.

The main process focus areas of this course include:

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

Please note: The ITIL Foundation certification is required to take the exam at the end of class. Proof of certification must be provided no later than the first day of class.

Certification:

ITIL Intermediate Qualification: Service Offerings and Agreements certificate

Thousands of students have achieved ITIL certifications with the help of our training. We're so confident in our ITIL training, we guarantee your success on the Intermediate ITIL exams or your money back. Visit www.globalknowledge.ca/itilguarantee for details.

What You'll Learn
  • Importance of service management as a practice concept
  • Service lifecycle principals, purpose, and objective
  • Importance of ITIL service offerings and agreements while providing service
  • How all processes in ITIL service offerings and agreement interact with other service lifecycle processes
  • The activities, methods, and functions used in each of the ITIL service offerings and agreement processes
  • Use the ITIL service offerings and agreement processes, activities, and functions to achieve operational excellence
  • Measure ITIL service offerings and agreements
  • Importance of IT security and its contributions to ITIL service offerings and agreements
  • Technology and implementation considerations surrounding ITIL service offerings and agreements
  • Challenges, key performance indicators (KPIs), critical success factors (CSFs), and risks associated with ITIL service offerings and agreements
Who Needs to Attend
  • IT operations, technical, or IT management personnel requiring more information about ITIL best practices
  • Anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT
Follow-On Courses
  • ITIL® Service Lifecycle: Service Strategy
  • ITIL® Service Lifecycle: Service Transition
  • ITIL® Service Lifecycle: Service Operation
  • ITIL® Service Lifecycle: Continual Service Improvement
  • ITIL® Service Capability: Planning, Protection, and Optimization
  • ITIL® Service Capability: Release, Control, and Validation
  • ITIL® Service Capability: Operational Support and Analysis
  • ITIL®: Managing Across the Lifecycle
Why Global Knowledge?
  • Practice to Perform
    Our courses maximize learning through intensive, hands-on exercises. Our experiential design puts theory into practice and dramatically improves your learning experience, professional development, and retention. It is the difference between memorizing facts and building competency. We use more challenging scenarios and offer greater detail and practice of each concept than traditional courses, so you will return to work more knowledgeable and with greater expertise.
  • Free Templates with Every Course
    Creating templates to support your methodology is expensive and time consuming. We make it easy for you to adopt best practices quickly and easily by including our CD of 110 templates with this course. You can easily customize the templates for use throughout your organization.
  • Flexible Courses That Fit Your Needs
    Building our courses with individual lesson objects allows us to easily customize a solution that meets the needs of your organization. From editing standard course curriculum to creating a custom course that complements the best practices of your organization, we have the experience and expertise to deliver exactly what you need.
  • Customization for Organizations
    Using our SOLVE methodology (Surround, Originate, Launch, Validate, Evolve), we can assess your organization's unique learning needs and goals, design and implement a tailored solution, and provide continuous program improvements. We also offer curriculum-planning services to help maximize the return on your organization's training investment.
Course Outline
1. Service Offerings and Agreements
  • How Service Offerings and Agreements Practices Support the Service Lifecycle
  • Purpose, Objectives, Scope, and Value of Strategy Management for IT Services and the Design Coordination Process
  • Successful Services Depend on the Customer's Perception of Utility and Warranty
  • Relevance of Business Cases and Return-on-Investment to Service Offerings and Agreements Practices
2. Business Relationship Management
  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Triggers, Inputs, Outputs, and Process Interfaces
  • Information Management within the Business Relationship Management Process
  • CSFs and KPIs
  • Challenges and Risks
  • Key Roles and Responsibilities
3. Service Portfolio Management
  • Service Portfolio
  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Triggers, Inputs, Outputs, and Process Interfaces
  • Information Management within the Service Portfolio Management Process
  • CSFs and KPIs
  • Challenges and Risks
  • Key Roles and Responsibilities
4. Financial Management for IT Services
  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Triggers, Inputs, Outputs, and Process Interfaces
  • Information Management within the Financial Management for IT Services Process
  • CSFs and KPIs
  • Challenges and Risks
  • Key Roles and Responsibilities
5. Demand Management
  • Importance of Demand Management to Managing Services throughout their Lifecycle
  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Triggers, Inputs, Outputs, and Process Interfaces
  • Information Management within the Demand Management Process
  • CSFs and KPIs
  • Challenges and Risks
  • Key Roles and Responsibilities
6. Service Catalog Management
  • Importance of the Service Catalog to the Service Lifecycle
  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Triggers, Inputs, Outputs, and Process Interfaces
  • Information Management within the Service Catalog Management Process
  • CSFs and KPIs
  • Challenges and Risks
  • Production of a Service Catalog
  • Key Roles and Responsibilities of Service Catalog Management
7. Service Level Management
  • Importance of Service Level Management to the Service Lifecycle
  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Triggers, Inputs, Outputs, and Process Interfaces
  • Information Management within the Service Level Management Process
  • CSFs and KPIs
  • Challenges and Risks
  • Contents of Service and Operational Level Agreements (SLAs and OLAs)
  • Key Roles and Responsibilities
8. Supplier Management
  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Triggers, Inputs, Outputs, and Process Interfaces
  • Information Management within the Supplier Management Process
  • CSFs and KPIs
  • Challenges and Risks
  • Key Roles and Responsibilities
9. Technology and Implementation Considerations
  • Generic Requirements for Service Management Technologies
  • Evaluation Criteria for Technology and Tooling for Process Implementation
  • Good Procedures for Practice and Process Implementation
  • Challenges, CSFs, and Risks Related to Implementing Practices and Processes
  • How to Plan and Implement Service Management Technologies
10. Exam Preparation/Mock Exam 11. Exam

Cancellation Policy

We require 16 calendar days notice to reschedule or cancel any registration. Failure to provide the required notification will result in 100% charge of the course. If a student does not attend a scheduled course without prior notification it will result in full forfeiture of the funds and no reschedule will be allowed. Within the required notification period, only student substitutions will be permitted. Reschedules are permitted at anytime with 16 or more calendar days notice. Enrollments must be rescheduled within six months of the cancel date or funds on account will be forfeited.

Training Location

Online Classroom
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About Global Knowledge

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Global Knowledge is the world's leading learning services and professional development solutions provider. We deliver learning solutions to support customers as they adapt to key business transformations and technological advancements that drive the way that organizations around the world differentiate themselves and thrive. Our learning programs, whether designed for a global organization or an individual professional, help businesses close skills gaps and foster an environment of continuous talent development.

Training Provider Rating

This vendor has an overall average rating of 4.39 out of 5 based on 422 reviews.

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Wasn’t as advanced as I thought it would be. There was an issue when the day my course was the first time they used a new platfo ... Read more
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Wasn’t as advanced as I thought it would be. There was an issue when the day my course was the first time they used a new platform.. from adobe to something called zoom; I had to call support line cause it stated our instructor wasn’t present. Thankfully I called cause everyone online was in the adobe virtual classroom waiting for what looked like a teacher who didn’t show up for class (IT didn’t get anything resolved until 10mins after start time). I felt like he was really getting hung up on very basic knowledge for the first half of the course (talking about how to create tabs and drag formulas as an example). I completed files a few times before he was done explaining. There was a scheduled fire drill for them (roughly 30mins)that also cut into our time, which wasn’t deducted from the hour lunch break or the two, fifteen min breaks. I also really wish he touched base more on the automating workbook functions portion which we barely did. I'm happy there were/are those study guides (learning videos) and exams to take on my own time that I hope after I've had the class are still available for me to learn from.

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It was difficult to practice on my PC while trying to watch the presentation online.
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David was excellent!! I am very for having this course!!
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Everything was great, but the instructor wasted a lot of time talking about unrelated subjects (like demo-ing different programs, ... Read more
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Everything was great, but the instructor wasted a lot of time talking about unrelated subjects (like demo-ing different programs, talking about other classes, and talks about how Excel/technology has changed) took up way too much time. The course could have been condensed or better focus would have been great

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