Remotely assisted instructional learning (
RAIL)
Instructor-led training (
ILT)
Onsite dedicated training (
OST)
Price
USD $2,900
CAD $3,190
Credits Toward ITIL Expert
4
Course overview
This 5 day course draws together the activities
required to determine what services to offer and to
make agreements with customers and providers of
the services. Covered areas include Service
Portfolio and Catalogue Management, Service
Level Management, Supplier Management,
Demand Management, Financial Management and
the role of the Business Relationship Manager.
Audience
The target group of the ITIL™ Certificate in Service Offerings and Agreement is:
Individuals who have attained the V3 ITIL
Foundation certificate in Service Management, or
the V3 Foundation Bridge certificate and who wish
to advance to higher level ITIL certifications
Individuals who require a deep understanding of
ITIL® Certificate in the Service Offerings and
Agreement processes and how it may be used to
enhance the quality of IT service support within an
organization
IT professionals that are working within an
organization that has adopted and adapted ITIL®
who need to be informed about and thereafter
contribute to an ongoing service improvement
programme
Operational staff involved in Service Portfolio
Management; Service Catalogue Management;
Service Level Management; Demand Management;
Supplier Management; Financial Management and
Business Relationship Management who wish to
enhance their role-based capabilities
This may include but is not limited to, IT professionals,
business managers and business process
owners
Prerequisites
Demonstrate between 2 and 4 years of professional
experience in the ITSM market place.
Hold one or more of the following certificates:
ITIL® V3 Foundation Certificate in IT Service
Management
ITIL® V2 - V3 Foundation Bridge Certificate
It is assumed that participants will have read the five ITIL
Service Management Practices core lifecycle
publications
Examination candidates should be aware that at least
12 hours of personal study are required.
Course objectives
Candidates can expect to gain competencies in the
following upon successful completion of the
education and examination components related to this
certification:
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 viewpoint
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
Operational activities of processes covered in
other lifecycle phases such as Incident and Change
Management
Common Service Operation activities related to
Service Offerings and Agreement
Organizing for Service Operation which describe
functions to be performed within Service Offerings
and Agreement
Service Offerings and Agreement roles and
responsibilities
Technology and Implementation Considerations
Challenges, Critical Success Factors and risks
CSI as a consequence of effective Service
Offerings and Agreement
Participants will also gain the knowledge necessary to
prepare for the "ITIL Certificate in Service Offerings and
Agreement" examination from EXIN, ISEB or APM
Group. This certificate is worth 4 credits in the ITIL
Version 3 Qualification Scheme.
Benefits to You
Gain a deep understanding of the Service
Offerings and Agreement processes and how to
improve them in your organization
Why education services from HP?
Customized on-site delivery
More than 80 training locations worldwide
Comprehensive student materials
Experienced and best-in-the-field HP instructors
Hands-on practice
Online instructor-led and self-paced training at
http://itresourcecenter.hp.com
Focus on job-specific skills
State-of-the-art classroom facilities
Course Outline
Service Offerings and Agreements Overview
A Brief Refresher on IT Service Management as a
Practice
Processes
Service Portfolio Management
Service Catalog Management
Service Level Management
Demand Management
Supplier Management
Financial Management
Business Relationship Manager
Roles and Responsibilities
Technology and Implementation Considerations
Continual Service Improvement
Formal Examination
This is a closed book complex graded
multiple-choice examination with 8 questions
to be answered in 90 minutes. Students must
get 70% correct in order to pass
HF427 C.00
ITIL® is Registered Trademark of the Office of Government Commerce in the United Kingdom and other countries
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