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ITIL® Service Capability – Service Offerings and Agreements

////ITIL® Service Capability – Service Offerings and Agreements

ITIL® Service Capability – Service Offerings and Agreements

Course ID: ITILSOA 5 Days
   

ITIL® Service Capability – Service Offerings and Agreements

Overview

The Service Offerings and Agreements (SOA) module is one of the certifications in the ITIL® Service Capability work stream. The module focuses on the practical application of SOA practices in order to enable portfolio, service level, service catalogue, demand, supplier and financial management.

The content of the course is based mainly on the best practice guidance contained in the ITIL Service Strategy and ITIL Service Design publications.

The SOA course is designed to help organizations and individuals understand how the five stages of the ITIL lifecycle (service strategy, service design, service transition, service operation and continual service improvement) can offer value to organizations and projects. It also provides guidance on how service offerings can be developed to support both business and user needs.

Description

AUDIENCE

  • Individuals who require a deep understanding of the ITIL Certificate in theService Offerings and Agreements processes and of how it may be used to enhance the quality of IT service support within an organization.
  • IT professionals that are working within an organization that has adopted and adapted ITIL, and who need to be informed about, and thereafter contribute to, an ongoing service improvement programme
  • Operational staff involved in change management, release and deployment management, service validation and testing, service asset and configuration management, request fulfilment, change evaluation and knowledge management, and who wish to enhance their role-based capabilities
  • Individuals who have attained the ITIL Foundation Certificate in IT Service Management and wish to advance to higher level ITIL certifications
  • Individuals seeking the ITIL Expert Certificate in IT Service Management for which this qualification can be one of the prerequisite modules
  • Individuals seeking progress toward the ITIL Master Certificate in IT Service Management for which the ITIL Expert is a prerequisite

CERTIFICATION

ITIL Intermediate

EXAM

ITIL Service Capability – Service Offerings and Agreements exam

INVESTMENT

Instructor-led / Virtual Instructor-led

Singapore: SGD3,145
Malaysia: MYR8,000
Thailand: THB72,000
India: USD2,500

PREREQUISITES

Candidates who hold the following ITIL qualifications are also eligible, and similar evidence will be required:

  • Earlier ITIL (V2) Foundation plus Foundation Bridge
  • ITIL Expert Certificate in IT Service Management (achieved via Service Manager or Practitioner bridging routes).

It is 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 of 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 catalogue management
    – Service level management
    – Demand management
    – Supplier management
    – Financial management for IT services
    – Business relationship management

OBJECTIVES

  • Overview of SOA processes and basic principles
  • The value to the business of SOA activities
  • How the SOA processes rely on a good business case
  • How the SOA processes rely on a good understanding of return on investment (ROI)
  • Processes across the service lifecycle pertaining to the service offerings and agreements curriculum:
    – Service portfolio management, which provides documentation for services and prospective services in business terms
    – Service catalogue management, which is concerned with the production and documentation of the service catalogue from a business and a technical  viewpoint
    – Service level management, which sets up a service level agreement (SLA) structure and ensures that all SLAs have an underpinning support structure in place
    – Demand management, which identifies patterns of business activity to enable the appropriate strategy to be implemented
    – Supplier management, which ensures all partners and suppliers are managed in the appropriate way and includes contract management
    – Financial management for IT services, which includes ensuring understanding of the service value and the management of all financial considerations
    – Business relationship management, which ensures the customer’s requirements are correctly identified
    – SOA roles and responsibilities
    – Technology and implementation considerations
    – Challenges, critical success factors and risks

COURSE CONTENT

Module 1: Introduction to service offerings and agreements (SOA)

  • The value to the business of SOA activities
  • The lifecycle within the SOA context
  • How services deliver value to customers and the business and the relevance to the SOA processes
  • How requirements are identified through the SOA processes
  • Understanding return on investment (ROI) and the business case

Module 2: Service portfolio management

  • Service portfolio management, including concepts, methods, activities, roles and operation as well as 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
  • Metrics and critical success factors (CSFs) associated with service portfolio management in support of SOA

Module 3: Service catalogue management

  • Service catalogue management, including its concepts, activities, roles and operation as well as 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 service 
quality within SOA
  • Metrics and CSFs associated with service catalogue management in support of SOA

Module 4: Service level management

  • Service level management (SLM), including its concepts, activities, roles and operation as well as its organizational structure and any interfaces with other processes
  • SLM components and activities, including service level agreements (SLAs) structures, service level requirements (SLRs), operational level agreements (OLAs), CSFs, underpinning contracts (UCs), their metrics, performance and monitoring
  • How these components are used to ensure service quality within SOA

Module 5: Demand management

  • Demand management process, including its concepts, activities, roles and operation as well as its organizational structure and any interfaces with other processes
  • Demand for services especially in relation to patterns of business activity and how it is used within SOA
  • 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
  • Metrics and CSFs associated with demand management in support of SOA

Module 6: Supplier management

  • Supplier management process inclusive of its concepts, activities, roles and operation including its organizational structure as well as any interfaces with other processes
  • Supplier management components and activities (for example supplier categorization, supplier evaluation, supplier and contract database, metrics and CSFs) and how these are used to ensure service quality within SOA

Module 7: Financial Management for IT services

  • Financial management for IT services, including its concepts, activities, roles and operation as well as its organizational structure and any interfaces with other processes
  • Financial management for IT services components and activities, including budgeting, accounting and charging and how these are used to ensure service quality within SOA
  • Metrics and CSFs associated with financial management for IT services in support of SOA

Module 8: Business relationship management

  • Business relationship management, including its concepts, activities, roles and operation as well as its organizational structure and any interfaces with other processes
  • Metrics and CSFs associated with business relationship management in support of SOA

Module 9: SOA roles and responsibilities

  • The roles and responsibilities related to all of the SOA processes

Module 10: Technology and implementation considerations

  • Service management tools and where/how they would be used within SOA for process implementation
  • The tools that support SOA
  • What best practices should be used in order to alleviate challenges and risks when implementing service management technologies and designing technology architectures

What’s Next

The SOA module is worth four credits towards the minimum of 17 required to progress to the Managing Across the Lifecycle module, which is the final step before the ITIL Expert Level.

Credits obtained from the SOA qualification may not be combined with the credits obtained from the IPAD Practitioner module towards an ITIL Expert Level application due to the high level of content overlap. See the ITIL Credit System page for more information.

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