ITIL® v3 Intermediate Qualification: Service Offerings and Agreements

• Service Management as a practice
• Role of processes in Service Management
• How Service Management creates business value

Service Portfolio and Service Catalog Management
Principles of Service Portfolio Management (SPM)

• Thinking strategically : SWOT
• Achieving customer focus
• Pricing and chargeback models
• Allocating resources
• Relationship between Service Catalog and service pipeline
• Linking business and IT services

Integrating the Service Catalog into the Service Portfolio

• Purpose, goals and objectives
• Technical and business Service Catalogs
• Detailing operational services
• Using key metrics and critical success factors
• Producing a Service Catalog

Service Level Management (SLM)
Service Management goals

• The significance of SLM to the Service Lifecycle
• How Service Level management creates business value
• Analyzing and explaining the scope of the process

The Service Management process

• Principles and basic concepts of SLM
• Negotiating Service Level Agreements (SLAs)
• Deliverables, roles and responsibilities
• SLAs, OLAs and review meetings
• Planning for Service Improvement Projects (SIPs)
• Monitoring service performance against SLAs

Demand and Supplier Management
Demand Management

• Activity-based Demand Management and business activity patterns
• Managing capacity to maximize value
• Identifying patterns of business activity
• Connecting demand management to the service portfolio

Supplier Management

• Analyzing the use of the Supplier Management process
• Process scope and objectives
• Supplier Categorization and maintenance of the Supplier Database (SD)
• Ensuring supplier performance
• Contract administration
• Contract management

Financial Management
How Financial Management contributes to the Service Lifecycle Operation

• Managing financial considerations
• The scope, purpose and goals of the process
• Basic concepts: funding, accounting and chargeback

Principles of Service Economics

• Budgeting, accounting and charging
• Service valuation
• Building a business case
• Enabling service demand modeling and management
• Generating and disseminating information
• Dealing with complex chargeback issues

Roles and Responsibilities

• Business Relationship Management: the role of business relationship managers
• Service Catalog Management
• Service Level Management
• Supplier Manager

Technology and Implementation Considerations

• Technology implementation as part of implementing service management
• Special technology functions related to Service Offerings and Agreements
• Generic requirements and evaluation criteria
• Good practices for implementation
• Challenges, critical success factors and risks

• Pre-course reading required
• Approximately 1 hour of home study each evening
• Course fee includes the ITIL Intermediate Qualification: Service Offerings and Agreements Certification Exam
• The ITIL v3 Foundation Certificate (or v2-v3 bridge equivalent) is required to take the ITIL Certification Exam on the final day