ITIL® 2011 Intermediate: Service Offerings and Agreement

By implementing ITIL® Service Offerings and Agreements 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.

  • Candidates appearing for the course will be able to:
  • Prepare for and take the ITIL® Intermediate Qualification: Service Offerings and Agreements 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

Prerequisite Entry Criteria

1. ITIL®Foundation Certificate in IT Service Management or V2 to 2011 bridge equivalent.
2. Successful completion of an Accredited Course for the module from an ITIL®Accredited Training Organization.

This course is valuable for those who want to achieve ITIL® Service Offerings and Agreements certification. The ITIL® 2011 Foundation Certificate (or V2-2011 bridge equivalent) is required to take the ITIL® Certification Exam on the final day.

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

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