The purpose of Service Offerings & Agreement is to obtain knowledge on ITIL® terminology, process structure, roles, functions and activities that will enable role focused capability and competency in support of the Service Lifecycle approach as described in ITIL®.
The course provides delegates with practical guidance on the design and implementation of an integrated end-to-end processes based on proven industry best practice guidelines.
The course prepares delegates for the ITIL® Capability examination in Service Offerings & Agreement

• Service Management as a Practice.
• Processes across the Service Lifecycle pertaining to the Service Offerings and Agreement curriculum.
• Service Portfolio Management which provides documentation for services and prospective services in business terms.
• Service Catalogue Management which is concerned with the production and documentation of the Service Catalogue from a business and a technical view-point.
• Service Level Management which sets up a Service Level Agreement (SLA) structure and ensures that all SLAs have an underpinning support structure in place.
• Demand Management which identifies Patterns of Business Activity to enable the appropriate strategy to be implemented.
• Supplier Management which ensures all partners and suppliers are managed in the appropriate way and includes contract management.
• Financial Management which includes ensuring understanding of the service value and the management of all financial considerations.
• Business Relationship Managers who have responsibility to represent customers and ensure the Service Catalogue and Portfolio have the right needs.

The course is suitable for individuals who require a deep understanding of Operational Support & Analysis processes and how they may be used to enhance the quality of IT service provision within an organization.
It offers a natural career development path for practitioner staff that already holds the ITIL® V3 Foundation Certificate or equivalent.

5 DAYS