ITIL v3 Service Offerings and Agreements (Capability Stream)

Course:  ITSOA
Duration:  5 Days
Level:  II
Course Summary

This 5 day course introduces provides focused coverage of the Service Portfolio Management, Service Level Management, Service Catalogue Management, Demand Management, Supplier Management, and Financial Management best practices from ITIL v3.

This course provides 4 credits towards ITIL Expert.

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Topics Covered In This Course

Day 1

  • Introduction
  • Service Management as a Practice
  • The Concept of as Service
  • Functions and Processes Across the Lifecycle
  • Service Management and Business Value
  • Service Portfolio Management
  • The Service Portfolio, the Service Catalogue, and the Service Pipeline
  • How the Service Portfolio Relates to Business and IT Services
  • Service Portfolio Management Methods

Day 2

  • Service Catalogue Management
  • Interface between the Service Portfolio and the Service Catalogue
  • Business and Technical Service Catalogues
  • Metrics, Challenges, and Critical Success Factors Associated with the Service Catalogue
  • How other Processes Utilize the Service Catalogue
  • Producing a Service Catalogue
  • Service Level Management
  • Scope, Goals, and Objectives of Service Level Management
  • Activities, Methods, and Techniques of Service Level Management
  • Service Level Management Deliverables
  • Monitoring Service Level Agreements

Day 3

  • Metrics, Challenges, and Critical Success Factors Associated with Service Level Management
  • How Service Level Management Interfaces with Other Processes and Functions
  • Demand Management
  • Scope, Goals, and Objectives of Demand Management
  • Activities, Methods, and Techniques of Demand Management
  • Demand Management Deliverables
  • Using Supplier Categorization and the Supplier Database
  • Metrics, Challenges, and Critical Success Factors Associated with Demand Management
  • How Demand Management Interfaces with Other Processes and Functions

Day 4

  • Financial Management
  • Scope, Goals, and Objectives of Financial Management
  • Activities, Methods, and Techniques of Financial Management
  • Financial Management Deliverables
  • Funding, Accounting, and Chargeback
  • Return on Investment and Business Case
  • Designing a Financial Management Process
  • The Role of Business Relationship Manager
  • Service Offerings and Agreements Roles and Responsibilities
  • Key Roles and Responsibilities of the Service Catalogue Manager
  • Key Roles and Responsibilities of the Service Level Manager
  • Key Roles and Responsibilities of the Supplier Manager
  • Technology and Implementation Consideration

Day 5

  • Summary and Exam Review
  • Exam
What You Can Expect
  • Understand Service Portfolio Management
  • Understand Service Level Management
  • Understand Service Catalogue Management
  • Understand Demand Management
  • Understand Supplier Management
  • Understand Financial Management
  • Prepare for the ITIL v3 Service Offerings and Agreements certification exam
Who Should Take This Course

Those members of an organization involved in or requiring knowledge of the management of service portfolios, service level management, service catalogue management, demand management, supplier management, and financial management.

Recommended Prerequisites

ITIL v3 Foundation Certification (Proof of certification is required).

Training Style

Instructor-led participative lecture with heavy use of case studies and group activities to reinforce ITIL best practices.

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Related Courses
Code Course Title Duration Level
ITOSA
ITIL Operational Support and Analysis (Capability Stream)
5 Days
II
Details

Every student attending a Verhoef Training class will receive a certificate good for $100 toward their next public class taken within a year.

You can also buy "Verhoef Vouchers" to get a discounted rate for a single student in any of our public or web-based classes. Contact your account manager or our sales office for details.

Schedule For This Course
1/7/2019
Milwaukee, WI
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