This capability module focuses on the areas dealing with which services to offer, understanding the organisation as a customer, planning and generating service strategy and working with Service Level and Supplier Management to ensure that customers, suppliers and third parties all have agreed targets and can provide the required functionality to the business.

This capability is mainly focussed on the Strategy and Design phases of the lifecycles and is particularly aimed at Service Managers.

Lifecycle stream or Capability stream?
If you are familiar with the ITIL v2 certification scheme, you can translate Lifecycle and Capability into Service Manager and Practitioner. If you are unfamiliar with v2, Lifecycle courses are for those individuals working "on" ITSM implementation and Capability courses are for those individuals working "in" the daily process activities.

Credits
Successful candidates will be awarded 4 credits towards the ITIL Expert qualification.

Who Should Attend
The course is suitable for delegates who require a deep understanding of Service Offering and agreement processes and how it may be used to enhance the quality of IT service provision within an organisation.

Pre-requisites
Delegates must already hold the ITIL Foundation Certificate in IT Service Management. (The V3 Foundation or V2 Foundation plus Bridge Certificate)

Additional Costs
Prices shown are excluding VAT - there is also an additional exam fee of £110+VAT

COURSE OVERVIEW

During the course, you will obtain knowledge on:

The importance of Service Management as a Practice concept & Service Operation Principles, Purpose & Objectives

The Importance of ITIL Service Offerings and Agreements while providing service

How ITIL Service Offerings and Agreement processes interact with other Service Lifecycle Processes

The Processes, activities, methods and functions used in each of the ITIL Service Offerings and Agreement processes, and how to use them to achieve operational excellence

How to measure ITIL Service Offerings and Agreements

The importance of IT Security and its contributions to ITIL Service Offerings and Agreements

The Technology and implementation considerations surrounding ITIL Service Offerings and Agreements

Challenges, Critical Success Factors and Risks associated to ITIL Service Offerings and Agreements

There is plenty of opportunity to practice the application of these topics using a case study during the course.

COURSE TOPICS

INTRODUCTION
The concepts and terminology of the Service Lifecycle and the role of SOA within the Lifecycle

SERVICE PORTFOLIO MANAGEMENT

SERVICE CATALOGUE MANAGEMENT

SERVICE LEVEL MANAGEMENT

DEMAND MANAGEMENT

SUPPLIER MANAGEMENT

BUSINESS RELATIONSHIP MANAGER

SERVICE OFFERINGS AND AGREEMENT ROLES AND RESPONSIBILITIES

TECHNOLOGY AND IMPLEMENTAION CONSIDERATIONS

APMG EXAMINATION PROCESS EXPLAINED
Hints and tips on Passing the examinations
Typical examination Scenarios and Questions
Mock Examination papers

Delegates will need to bring Photographic ID to show the Invigilator before the exam can be taken

EXAMINATIONS & PRE-COURSE WORK
It is strongly recommended that you complete at least 21 hours of personal study by reviewing the syllabus and the pertinent areas of the ITIL Service Management Practice core guidance publications. Pre Course materials will be sent 4 -6 weeks before the course starts.

The course features a 90 minute closed book multiple choice exam, which takes places on the last afternoon of the course.