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HF427S - ITIL V3 Service Offerings and Agreements

HP Education Services UK & Ireland


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Course information

code:	title:	price:	duration:
HF427S	ITIL V3 Service Offerings and Agreements	GB£ 1595	5 days

» view schedule		» view curriculum

	Overview

	This 5-day course explains the terminology, processes, roles, functions and activities relating to the Service Design phase of the IT Service Management Lifecycle, based on Version 3 of the IT Infrastructure Library (ITIL). It is one of four “Service Capability” Modules, which are role-based. They offer participants a balanced knowledge of ITIL best practices. The Service Capability series will be of interest to participants who wish to be certified to a deep-level of understanding of ITIL V3 with the primary focus on the process activities and execution throughout the Service Lifecycle. Did you know you can reserve places on this course whilst you seek approval. *Remotely Assisted Instructional Learning (RAIL)* Delivered in the comfort of your own home or office by a real on-line instructor. Our instructors use a virtual classroom to delivery this course - a break of 10-15 minutes is normally taken after each 1 or 2 hour session. Candidates will be able to fully interact, ask questions etc... The instructor will use slides and a whiteboard to deliver - just like being in a classroom. All you need is a headset and broadband. For more information on RAIL please click here. Please note that there is an additional cost for the exam Voucher of £100.00.

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 organisation.

•	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 certificate:-

•	ITIL® V3 Foundation Certificate in IT Service Managment

•	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.

Key topics

Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:-

•	Processes across the Service Lifecycle pertaining to the Service Offerings and Agreement curriculum.

•	Service Catalogue Management which is concerned with the production and documentation of the Service Catalogue from a business and a technical viewpoint.

•	Demand Management which identifies Patterns of Business Activity to enable the appropriate strategy to be implemented.

•	Financial Management which includes ensuring understanding of the service value and the management of all financial considerations.

•	Operational activities of processes covered in other lifecycle phases such as Incident and Change Management.

•	Organizing for Service Operation which describe functions to be performed within Service Offerings and Agreement.

•	Challenges, Critical Success Factors and risks.

Participants will also gain the knowledge necessary to prepare for the "ITIL Certificate in Service Offering and Agreement" examination from EXIN, ISEB or APM Group. This certifcate is worth 4 credits in the ITIL Version 3 Qualification Scheme.

•	Service Management as a Pratice.

•	Service Portfolio Management which provides documentation for services and prospective services in business terms.

•	Service Level Management which sets up a Service Level Agreement (SLA) structure and ensures that all SLAs have an underpinning support structure in place.

•	Supplier Management which ensures all partners and suppliers are managed in the appropriate way and inlcudes contract management.

•	Business Relationship Managers who have responsibility to represent customers and ensure the Service Catalogue and Portfolio have the right needs.

•	Common Service Operation activities related to Service Offerings and Agreement.

•	Technology and Implementation Considerations.

•	CSI as a consequence of effective Service Offering and Agreement.

Next steps

•	Other modular courses covering ITSM Lifecycle stream or Capability stream leading to the ITIL Expert Qualification.

Course schedule:

23/09/2013

RAIL-HOSTED
places: AVAILABLE

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