ITIL® Service Offerings and Agreements, a Service Capability Course

Delivery

This course is online and self-paced. Includes 1 year access to course and instructor.

 

More Details

Description

GogoTraining is an ITIL® APMG Accredited ATO.

The Service Offerings and Agreements (SOA) course builds on the general principles covered in the ITIL® Foundation course. It is a freestanding course and qualification, but is also part of the ITIL Intermediate Capability stream, and one of the modules that leads to the ITIL Expert in IT Service Management Certificate. The purpose of this training and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in Service Management as documented in the ITIL Service Lifecycle core publications. This course also introduces and explores the implementation of SOA practices and technology considerations.

For information on how to take your ITIL examination, see the certification section below.

Prerequisites

Candidates wishing to be trained and examined for this qualification should understand the following:

• At least 30 contact hours are required (hours of instruction, excluding breaks), with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme.
• There is no minimum mandatory requirement but 2 to 4 years professional experience working in IT Service Management is highly desirable.
• Hold the ITIL V3 Foundation Certificate in IT Service Management or ITIL V2 Foundation plus the bridging certificate.
• It is also recommended that candidates should complete at a minimum 12 hours of personal study by reviewing the syllabus and the pertinent areas of the ITIL Service Management Practice core guidance publications and in particular, the Service Strategy and Service Design publications.

Objectives

Candidates can expect to gain competencies in the following areas of Service

• To provide an understanding of the ITIL V3 process for the creation and management of Service Offerings and Agreements and the knowledge to apply them.
• To prepare to sit the examination and achieve the qualification for the Certificate in Service Offerings and Agreements.

Certification

To be eligible for the ITIL Intermediate Qualification: Service Offerings and Agreements examination, the candidate must have fulfilled the following requirements:

• At least 30 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme.
• There is no minimum requirement but 2-4 years IT Service Management experience is highly desirable.
• Hold the ITIL V3 Foundation Certificate in IT Service Management or ITIL V2 Foundation plus the Bridging certificate.
• It is also recommended that students should complete at least 12 hours of personal study by reviewing the syllabus and the Service Management Practice core guideline publications including the Service Offerings and Agreements publication to prepare for the examination.

The ITIL Service Offerings and Agreements Exam is an 8 question multiple choice scenario-based exam and you may take up to 90 minutes to complete it. A passing mark is 70% or higher. You will need to submit your completed course transcript in order to apply to take the exam. You can do this by clicking on the Email Your Transcript link found on your ITIL Service Offerings and Agreements transcript page. When you pass your exam you will receive 4 credits toward your ITIL Expert certification. This course also qualifies for 8 PDU credits.

Exam Locations

You may take your ITIL exam through APMG and CSME. Details on both options are noted below:

APMG: In the U.S. the APMG uses PSI testing centers to administer the exam. Outside of the U.S. the APMG will arrange for you to take your exam locally. If you would like more information specific to your situation you may contact the APMG by emailing them at this address: This e-mail address is being protected from spambots. You need JavaScript enabled to view it . The APMG will invoice you for the exam at the GogoTraining ATO Discounted Price of $150 and then authorize you to take the exam at the PSI Exam Center most convenient for you.

CSME: CSME offers paper exams at exam centers and online exams. For complete details on how to take an exam with CSME click here, http://www.csme.us/GogoTrainingCandidates/tabid/143/Default.aspx

Outline

Module 00: ITIL® Service Offerings and Agreements Online Training - Course Introduction

Module 01: Introduction to Service Offerings and Agreements - Part 1

• Service Strategy terminology
• Concept of Service Management as a practice
• Value proposition and composition
• Process characteristics
• Value creation

Module 02: Introduction to Service Offerings and Agreements - Part 2

• Value creation
• Financial Management positioning
• Demand Management positioning
• Role of processes in the lifecycle
• Service Management creating value
• Service Portfolio Management positioning

Module 03: Service Portfolio Management Process (SPM)

• Service Portfolio
• Relationship with Financial Management
• Risk and reward
• Management methods
• Service Portfolio Process Exercise

Module 04: Service Portfolio Process Exercise Review

Module 05: Service Catalogue Management Process - Part 1

• Purpose, goal and objectives
• Scope
• Interface to the Service Portfolio
• Policies, principles and basic concepts

Module 06: Service Catalogue Management Process - Part 2

• Two types of catalogue
• Challenges, CSFs and risks
• Service Catalogue Process Exercise
• Inputs, outputs and triggers
• Challenges, CSFs and risks

Module 07: Service Catalogue Process Exercise Review

Module 08: Service Level Management Process - Part 1

• Purpose, goal and objectives
• Scope
• SLM in the lifecycle
• Principles and basic concepts
• Designing SLA frameworks
• SLA structures
• SLA Document Review Exercise
• Service requirements

Module 09: SLA Document Review Exercise Review

Module 10: Service Level Management Process - Part 2

• Service requirements
• Monitoring performance
• Challenges, CSFs and risks
• SLAs, OLAs and review meetings
• Interfaces to other processes

Module 11: Service Level Management Process - Part 3

• Customer satisfaction
• Challenges, CSFs and risks
• Triggers & interfaces
• SLM summary

Module 12: Demand Management Process

• Basic concepts
• Activity based demand
• Interfaces to Service Portfolio
• Managing demand for service

Module 13: Supplier Management Process - Part 1

• Purpose, goal and objectives
• Scope
• Value to business
• Supplier Categorisation
• The supplier and contracts database
• The process diagram

Module 14: Supplier Management Process - Part 2

• Inputs, outputs and triggers
• Supplier Management Database Fields Exercise
• Key performance indicators
• Challenges, CSFs and risks
• Inputs and outputs of the process

Module 15: Supplier Management Database Fields Exercise Review

Module 16: Financial Management Process - Part 1

• Purpose, goal and objective
• Scope
• Concepts of service valuation
• Financial Management and the service lifecycle
• Aspects and concepts

Module 17: Financial Management Process - Part 2

• Chargeback models
• Return on investment
• Main activities and methods

Module 18: Financial Management Process - Part 3

• Design and implement the process
• Service Charging Pros and Cons Exercise

Module 19: Service Charging Pros and Cons Exercise Review

Module 20: SOA Roles and Responsibilities

• Abbreviations
• The role of BRMs
• Understand the opportunities
• Segmentation
• Business Relationship Manager
• Service Catalogue Manager
• Service Level Manager
• Supplier Manager

Module 21: Technology and Implementation Considerations

• Technology to assist Service Design
• Evaluation criteria
• Process implementation
• Challenges, CSFs and risks of SD, ST & SO
• Planning and implementing ITSM technologies

Module 22: Implementation Considerations - Part 1

• Implementing Service Design
• Process maturity framework
• Implementation cycle
• Challenges and how to overcome them

Module 23: Implementation Considerations - Part 2

• Implementing Service Transition
• CSFs for Service Operation
• Measurements and risks in Service Transition
• Deployment of technologies

Module 24: SOA Exam Information

• The SOA exam details
• Exam documentation and marking
• Hints and tips

Module 25: SOA Exam Preparation

• Analysing sample scenarios
• Studying sample questions
• Techniques to reach conclusions
• Mock exam paper
• Taking your exam