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ITIL® Intermediate Capabilities: Service Offerings & Agreements (2011 Edition)

Course Overview

The ITIL Intermediate certificate in Service Offerings & Agreements (SOA) is a course that can be run over four or five days (depending upon the requirements of the training group). Delegates attending this course will gain a comprehensive understanding of ITIL Service Management as it applies to the Service Offerings & Agreements processes, aligned to the current version, ITIL: 2011. Delegates will also prepare for and sit a 90 minute, complex multiple-choice examination. The course consists of lectures, detailed group exercises, discussions, examination technique training, mock examinations and culminates in an invigilated exam on the final day.

Who Should Attend

Delegates attending this course must have successfully achieved the ITIL: 2011 Service Management Foundation Qualification; your certificate must be presented as documentary evidence to gain admission to this course. Although there is no mandatory requirement, ideally candidates should have at least two years professional experience working in IT Service Management. The Service Offerings & Agreements Qualification would suit candidates working in the following IT professions or areas: • General IT Management • IT Finance Manager • Capacity Manager • Availability Manager • Service Level Manager • Business Continuity Manager • Service Portfolio Manager • Supplier Relationship Manager The above list is a suggestion only; individuals may wish to attend based on their own career aspirations, personal goals or objectives. Delegates may take as few or as many Intermediate qualifications as they require, and to suit their needs.

Course Objectives

The purpose of the ITIL Intermediate certificate in Service Offerings & Agreements is to certify that the delegate has gained a thorough and detailed knowledge of the SOA processes, the structure and advanced concepts, and has comprehended the essential principles of ITIL based SOA practices for Service Management. When the delegate has completed this course, they should be confident in their ability to approach core SOA activities, such as: • Managing IT service offerings with certainty by focusing on the key ITIL processes needed to identify, define, cost, and manage services • Manage customer expectations with realistic Service Level Agreements (SLAs) • Ensure return on investment and service value through effective management of the service portfolio • Define a service-based costing framework to support accurate pricing and cost recovery • Define and manage an actionable service catalogue • Integrate external providers as true partners into your service value network • Established forecasted use of IT Services in support of demand management and resource balancing

Suggested Prerequisites

Course Outline

1 - INTRODUCTION

  • Introduction/Housekeeping
  • Service Management as a practice
  • Service, its value proposition and composition
  • Functions and process across the Lifecycle
  • Role of Processes in the Service Lifecycle
  • How Service Management creates business value
  • How the processes within Service Offerings and Agreement support the Service Lifecycle

2 - SERVICE PORTFOLIO MANAGEMENT

  • The Service Portfolio and its relationship with the Service Catalog and Service Pipeline
  • How a Service Portfolio describes a providers service and how it relates the business service with the IT service.
  • Service Portfolio Management methods

3 - SERVICE CATALOG MANAGEMENT

  • Purpose, goal, objectives & scope
  • Interface to the Service Portfolio
  • Difference between a Business and a Technical Service Catalog
  • Importance of the Service Catalog to the Service Lifecycle and the business
  • Policies, principles and basic concepts
  • Metrics, challenges, Critical Success Factors and risks
  • Utilization of the Service Catalog by other processes and functions
  • Producing a Service Catalog

4 - SERVICE LEVEL MANAGEMENT

  • Purpose, goal, objectives & scope
  • Value to business and to the Service Lifecycle
  • Principles and basic concepts
  • Activities, methods and techniques and how it relates to the Service Lifecycle. (including SLA structures and determining Service Level Requirements)
  • Deliverables
  • Monitoring of service performance against SLAs
  • Metrics, challenges, Critical Success Factors and risks associated with the process
  • Contents of SLAs, OLAs and review meetings
  • The interfaces to other processes and functions

5 - DEMAND MANAGEMENT

  • The basic concepts of the process
  • Activity based Demand Management and business activity patterns
  • Interfaces to Service Portfolio
  • Managing demand for Service

6 - SUPPLIER MANAGEMENT

  • Purpose, goal, objectives & scope
  • Importance of the process to the Service Lifecycle and how they generate business value
  • Principles and basic concepts
  • Activities, methods and techniques of this process and how it relates to the Service Lifecycle including evaluation of new suppliers
  • Supplier Categorization and maintenance of the Supplier Database
  • Metrics, challenges, critical success factors and risks

7 - FINANCIAL MANAGEMENT

  • Purpose, goal, objectives & scope
  • Service Valuation
  • Importance of the process to the Service Lifecycle and how they generate business value
  • Basic concepts - funding, accounting and chargeback
  • Return on Investment and the business case
  • Activities, methods and techniques and the Service Lifecycle
  • Design and Implement a Financial Management process

8 - BUSINESS RELATIONSHIP MANAGER

  • The role of Business Relationship Managers

9 - ROLES AND RESPONSIBILITIES

  • Service Catalog Manager
  • Service Level Manager
  • Supplier Manager

10 - TECHNOLOGY AND IMPLEMENTATION CONSIDERATIONS

  • Requirements for technology to assist Service Design
  • Evaluation criteria for technology and tooling for process implementation
  • Practices for practice and process implementation
  • Challenges, Critical Success Factors and Risks
  • How to plan and implement Service Management technologies

11 - NOTE

  • ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
  • The ITIL Accredited Training Organization logo is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved

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This is a 5-day class

Price: $3,095.00
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