Overview

ITIL Service Offerings and Agreements certification course focuses on the best practices to execute operational-level tasks of the ITIL Service Lifecycle and processes associated with services offered, service agreements, and service delivery. The course presents the most efficient and effective way of accomplishing operational-level tasks including:

• Service Portfolio Management
• Service Level Management
• Service Catalogue Management
• Demand Management
• Supplier Management
• Financial Management

The training is delivered in a practical, hands-on learning environment and an engaging case study-based approach is used to train and prepare participants for the certification exam at the end of the session..

Participants will learn:

• Importance of service management and service operation principals and methods
• Use and importance of ITIL Service Offerings and Agreements while providing service
• How ITIL Service Offerings and Agreement processes interact with other ITIL Service Lifecycle processes
• The activities and best practices of each process relating to ITIL Service Offerings and service Agreements
• How to use the ITIL Service Offerings and Agreement processes, activities, and functions to achieve operational excellence.
• How to measure ITIL Service Offerings and Agreements
• Importance and contributions of IT security to ITIL Service Offerings and Agreements
• Required technology and its implementation
• Challenges, critical success factors, and risks associated with ITIL Service Offerings and Agreements

Who Should Participate

• CIOs, CTOs, managers, IT consultants, IT audit managers, IT security managers and ITSM trainers involved in the ongoing management, coordination and integration of strategizing activities within the Service Lifecycle
• Professionals responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT
• Individuals seeking the ITIL Expert™ in IT Service Management for which this qualification is one of the prerequisite modules
• Individuals seeking progress towards the ITIL Master in IT Service Management for which the ITIL Expert™ is a prerequisite

Prerequisites

The ITIL Foundation Certification in IT Service Management - obtained through ITIL Foundation course or Foundation Bridge Course.

Prior to the class, participants are expected to study by reviewing the case study and process chapters from the following ITIL books:

• Service Strategy (2011 Edition, ISBN 9780113313044)
• Service Design (2011 Edition, ISBN 9780113313051)

The ITIL® books are not included with this course and must be purchased separately.

Instructors

Our instructors are experienced IT professionals and hold either the "ITIL Experts™" or the SOA certification, or both. Only the finest quality, accredited content is used.

Certification

Successfully passing the 90 minute, exam consisting of eight (8) complex, multi-part, multiple choice questions leads to the ITIL Intermediate certificate in Service Offerings and Agreements.

Agenda

• Introduction to Service Offerings and Agreements (SOA)
  • SOA terms and core concepts
  • Value of SOA activities
  • Purpose, value and scope of strategy management for IT services and the design coordination process
  • The lifecycle within the SOA context
  • Value  of services to customers and the business and the relevance to the SOA processes
  • How requirements are identified through the SOA processes
  • Value of return on investment (ROI) and the business case to SOA practices
• 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
• 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
• 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
• 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
• 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
• 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
• 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
• 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
• Revision and Certification Exam Prep
• Certification Exam

Registration Fees

Both classroom training and virtual (online) training formats are available.

The per student registration fee for the classroom session is $2,895, and includes:

• 5 days of instructor led training and exercises
• Course manual (excellent post-class reference)
• Exam preparation
• Certification exam

Classoom training begins at 8:30 AM each day and concludes at 4:30 PM unless otherwise directed. Please arrive early on the first day to sign-in and meet fellow attendees. If you register less than one week in advance of a class, please bring your confirmation letter. Business casual attire is appropriate. For information on virtual training session start and stop times, refer to the course schedule below.

Register securely online with confidence or please call (708) 246-0320.

Seminar Schedule

Apr 15-19, 2013	Washington, DC	Arlington Offices
Apr 15-19, 2013	8:30 AM-5:30 PM ET	Virtual Classroom
Apr 29-May 3, 2013	San Jose, CA	Santa Clara Offices
Apr 29-May 3, 2013	11:30 AM-8:30 PM ET	Virtual Classroom
May 6-10, 2013	11:30 AM-8:30 PM ET	Virtual Classroom
May 13-17, 2013	Chicago, IL	Schaumburg Offices
May 13-17, 2013	9:30 AM-6:30 PM ET	Virtual Classroom
June 3-7, 2013	Dallas, TX	Irving Training Center
June 3-7, 2013	9:30 AM-6:30 PM ET	Virtual Classroom
June 24-28, 2013	Dulles, VA	Microtek Herndon
July 8-12, 2013	Atlanta, GA	Atlanta Offices
July 8-12, 2013	8:30 AM-5:30 PM ET	Virtual Classroom
July 15-19, 2013	Washington, DC	Arlington Offices
July 15-19, 2013	8:30 AM-5:30 PM ET	Virtual Classroom
July 22-26, 2013	Raleigh, NC	Cary Training Ctr
July 22-26, 2013	8:30 AM-5:30 PM ET	Virtual Classroom
July 29-Aug 2, 2013	8:30 AM-5:30 PM ET	Virtual Classroom
Aug 12-16, 2013	Ft. Lauderdale, FL	Ft Lauderdale Training Center
Aug 12-16, 2013	New York, NY	New York Offices
Aug 12-16, 2013	8:30 AM-5:30 PM ET	Virtual Classroom
Sept 9-13, 2013	San Jose, CA	Santa Clara Offices
Sept 9-13, 2013	11:30 AM-8:30 PM ET	Virtual Classroom
Sept 16-20, 2013	Chicago, IL	Schaumburg Offices
Sept 16-20, 2013	9:30 AM-6:30 PM ET	Virtual Classroom
Sept 23-27, 2013	Morristown, NJ	Morristown Offices
Sept 23-27, 2013	8:30 AM-5:30 PM ET	Virtual Classroom

For more ITSM, ITIL, help desk and field support training options, visit the Help Desk, ITIL, and Support Center Calendar.

RCCSP Alliance Members: ITIL Authorized Training Organizations (ATOs) and Affiliates (ATAs)

All RCCSP Professional Education Alliance ITIL training courses are taught by Accredited ITIL Trainers meeting the ITIL trainer criteria set by the ITIL Qualification Board. Accreditation qualifications include, but are not limited to:

• Training experience
• Experience in the IT service management field
• Specific education / certificate requirements depending on the level of ITIL qualification that will be delivered.

Only Accredited ITIL training materials developed by Accredited ITIL Authorized Training Organizations are used in the classroom. The complete list of RCCSP Professional Education Alliance ITIL Authorized Training Organizations and Authorized Training Affiliates participating in RCCSP schedules can be found here.

ITIL® is a registered trademark of the Office of Government Commerce in the United Kingdom and other countries.