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You Will Learn How To
- Prepare for and take the ITIL Intermediate Qualification: Service Offerings and Agreements Exam
- Outline key activities for the service offerings and agreements (SOA) processes in the context of the service lifecycle
- Achieve operational excellence by using the SOA processes, activities and functions
- Measure the success of SOA by applying key metrics
Course Benefits By implementing ITIL service offerings and agreements best practices, IT departments can ensure high levels of customer satisfaction by integrating demand and supplier management with the service portfolio and service catalogue. In this course, you learn how to plan, implement and optimize the SOA processes and gain the skills required to take the ITIL Intermediate Qualification: Service Offerings and Agreements Certification Exam.
Who Should Attend This course is valuable for those who want to achieve ITIL Intermediate Qualification: Service Offerings and Agreements certification. The ITIL Foundation Certificate (or v2-v3 bridge equivalent), or the ITIL Expert Certificate achieved via a bridging route, is required to attend this course and take the ITIL Certification Exam on the final day.
Workshop Course In this course, you gain knowledge of the SOA processes. Workshops include:
- Drafting a service catalogue
- Estimating costs and performing cost analyses
- Developing a service-based SLA template
- Critiquing SLAs and operational level agreements (OLAs)
- Creating role descriptions for SOA processes
Important Course Information - Precourse reading required
- Approximately 1 hour of home study each evening
- Course includes a high degree of practical assignment work
- Course fee includes the ITIL Intermediate Qualification: Service Offerings and Agreements Certification Exam
- The ITIL v3 Foundation Certificate (or v2-v3 bridge equivalent), or the ITIL Expert Certificate achieved via a bridging route, is required to attend this course and take the ITIL Certification Exam on the final day
Exam Entry Criteria Candidates must hold the ITIL v3 Foundation Certificate, the v3 Foundation Bridge Certificate or the ITIL Expert Certificate achieved via a bridging route. Two to four years of professional experience working in IT service management is highly desirable.
It is also recommended that candidates: -
Can demonstrate familiarity with IT terminology and understand that the context of service offerings and agreements management within their own business environment is strongly recommended;
- Have experience working in the service management capacity within a service provider environment, with responsibility for at least one of the following management processes and activities: service portfolio management, service catalog management, service level management, demand management, supplier management, financial management for IT services, and business relationship management; and
- Complete at a minimum 12 hours of personal study by reviewing the syllabus and the pertinent areas within the ITIL Service Strategy and ITIL Service Design core guidance in preparation for the examination, specifically Chapter 2: Service management as a practice.
Course 998 Content Introduction and Overview
- The context in the service lifecycle of the SOA processes
- Strategy management for IT services
- Design coordination
Service Portfolio and Service Catalogue Management
Principles of service portfolio management
- Relationship to the service catalogue and service pipeline
- Thinking strategically
- Achieving customer focus
- Designing the service portfolio
- Allocating resources
- Linking business and IT services
Integrating the service catalogue into the service portfolio
- Purpose, goals and objectives
- Technical and business service catalogues
- Detailing operational services
- Using key metrics and critical success factors
- Producing a service catalogue
Service Level Management (SLM)
Service level management goals
- The significance of SLM to the service lifecycle
- How SLM creates business value
- Analyzing and explaining the scope of the process
- Policies, principles and basic concepts of SLM
The service level management process
- Process activities and how they relate to the service lifecycle
- Negotiating service level agreements (SLAs)
- Deliverables, roles and responsibilities
- SLAs, OLAs and review meetings
- Service improvement plans
- 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
- Evaluating new suppliers
- Supplier categorization and maintenance of the supplier and contract database
- Ensuring supplier performance
- Contract management and administration
Financial Management for IT Services
How financial management contributes to the service lifecycle
- Managing financial considerations
- The scope, purpose and goals of the process
- Basic concepts: funding, accounting and charging
Principles of financial management
- Value to the business
- Building a business case
- Applying information management
- Generating and disseminating information
- Dealing with challenges and risks
Business Relationship Management (BRM)
- The purpose, objectives and scope of BRM
- Process activities, methods and techniques
- Triggers, inputs, outputs and interfaces
- Critical success factors and key performance indicators
Roles and Responsibilities
- Service portfolio management
- Service catalogue management
- Service level management
- Supplier manager
Technology and Implementation Considerations
- Technology implementation as part of implementing service management
- Special technology functions related to SOA
- Generic requirements and evaluation criteria
- Good practices for implementation
- Challenges, critical success factors and risks
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Training Dates
| Jul 9 - 13 | Toronto enrol | | Jul 23 - 27 | Ottawa enrol | | Nov 5 - 9 | Toronto enrol | | Nov 19 - 23 | Ottawa enrol | US Dates | | May 21 - 25 | Reston, VA enrol | | Jun 4 - 8 | New York enrol | | Jun 18 - 22 | Rockville, MD enrol | | Aug 6 - 10 | Reston, VA enrol | | Sep 24 - 28 | New York enrol | | Oct 1 - 5 | Rockville, MD enrol | | Oct 29 - Nov 2 | Reston, VA enrol |
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