ITIL V3 Service Offerings And Agreements | ITIL Intermediate

The Knowledge Academy ITIL® Intermediate Certificate in Service Offerings & Agreements 5 day course covers the following topics:

Introduction

This 5-day ITIL module course focuses on Service Offerings and Agreements practices in the ITIL lifecycle and how these can be practically applied to assist in portfolio, service level, service catalogue, demand, supplier and financial management. It will show how these practices can be used to support business needs.

ITIL Service Offerings and Agreements is an Intermediate module of ITIL, which means passing it provides four credits towards the 17 required to take the Managing Across The Lifecycle module and move on to ITIL Expert level.

Prerequisites

You must have achieved the ITIL Foundation certificate or the version 2 to version 3 bridge equivalent before taking this course.

You are also advised to purchase the “Service Offerings and Agreements: ITIL® 2011 Intermediate Capability Handbook” (ISBN: 9780113314492) which will serve as a useful reference guide during study and as you use SO&A practices during your career.

Who Should Attend?

The course expands on knowledge gained from ITIL Foundation and is particularly suited those in the following job positions:

• IT Management
• IT Finance Manager
• Capacity Manager
• Availability Manager
• Service Level Manager
• Business Continuity Manager
• Service Portfolio Manager
• Supplier Relationship Manager.

Course Structure

• 3 days of classroom-based training
• A 90-minute exam on the final day

Course Content

The course covers the following topics:

Introduction and Overview:

• Service Management as a practice
• How it delivers value to customers and the business
• The underpinning processes and functions that support the Service Lifecycle
• Which stages of the Service Lifecycle contribute to SOA and how they all interact

Service Portfolio Management:

• Service Portfolio Management inclusive of its design strategy, components, methods, activities, roles and operation including its organizational structure and the interfaces with other processes
• Service Portfolio Management in relationship to the Service Catalogue and Service Pipeline and how these support SOA
• The benefits and business value from Service Portfolio Management

Service Catalogue Management:

• Service Catalogue Management inclusive of its design strategy, components, activities, roles and operation including its organizational structure and the interfaces with other processes
• Service Catalogue in relationship to the Service Portfolio, the Business Catalogue, the Technical Service Catalogue and how these components are used to ensure quality service within SOA Metrics and Critical Success Factors (CSFs) associated with Service Catalogue Management in support of SOA

Service Level Management (SLM):

• Service Level Management (SLM) inclusive of design strategy, components, activities, roles and operation including its organizational structure - as well as any interfaces with other processes.
• SLM components and activities including Service Level Agreements (SLAs) structures, Service Level Requirements (SLRs), Operational Level Agreements (OLAs), Critical Success Factors (CSFs), Underpinning Contracts (UCs) their metrics, performance and monitoring how these components are used to ensure quality service within SOA
• The benefits and business value of SLM

Demand Management:

• Demand Management processes, including design strategy, components, activities, roles and operation
  
• Service Portfolio interaction with Demand Management, and how demand can be managed for service in relation to providing Business benefits and in support of SOA

Supplier Management:

• Supplier Management process inclusive of design strategy, components, activities, roles and operation including its organizational structure as well as any interfaces with other processes
• Supplier Management components and activities (e.g. Supplier Categorization, Supplier Evaluation, Supplier and Contract Database, metrics, etc.) and how these are used to ensure quality service within SOA
• The benefits and business value that can be gained from Supplier Management as related to SOA Financial Management
• Financial Management inclusive of design strategy, components, activities, roles and operation including its organizational structure as well as any interfaces with other processes
• Financial Management components and activities including funding, accounting, chargeback, Return on Investment and how these are used to ensure quality service within SOA
• The benefits and business value that can be gained from Financial Management

Roles and Responsibilities:

• Business Relationship Manager roles and responsibilities and how they support SOA
• Business Relationship Manager activities and how these are used to ensure quality service within SOA
• The roles and responsibilities related to Service Catalogue Manager, Service Level Manager and the Supplier Manager and how they fit within the Service Design organization to support SOA

Technology and Implementation Considerations:

• Service Management tools and where/how they would be used within SOA for process implementation
• The tools that support SOA
• Challenges and Risks when implementing SOA practices and processes

ITIL Service Offerings & Agreements

• Multiple choice, scenario-based, gradient-scored questions
• 8 questions
• 90 minutes (120 minutes for candidates completing the exam in a language that is not their mother tongue)
• Pass mark is 28/40, or 70%
• Closed book

Why choose The Knowledge Academy?

• We give you a comprehensive courseware folder with presentation slides, quick reference guide, full syllabus and mock exams
• We make the learning experience enjoyable
• We are trusted by globally leading brands such as JP Morgan, HSBC and Sony as a learning partner of choice.
• We provide pre- and post-course support so you never feel alone
• All of our training is hands-on, using real-world examples
• As a market leader, we have an extremely high global pass rate
• Over 90% of our delegates come back to us for further training
• We have the best instructors in the industry which is reflected in our position as the market leader for professional qualifications
• We provide value for money and trained over 25,000 delegates in 2014
• We have some of the most luxurious course venues worldwide

What is ITIL Service Offerings and Agreements?

ITIL Service Offerings and Agreements is one of four ITIL Service Capability modules. These modules focus on the day-to-day operations of ITIL and how the processes in the lifecycle interact with each other.

ITIL® is a registered trade mark of AXELOS Limited

BCS Membership

Included in your professional certification is a year’s free membership of BCS, The Chartered Institute for IT.

A BCS membership provides exclusive access to the best tools for career development and progression. With the letters AMBCS after your name, you’ll be able to let employers know you’re committed to the industry and follow the BCS code of conduct. You’ll have access to all the resources you need to continue your learning, including libraries of industry reports, white papers and books. Finally, you’ll be able to attend meetings and share knowledge with like-minded BCS professionals local to your area, or connect with them online on discussion forums.

Don’t miss out on this exclusive chance to be part of a professional community.