Description

This five day course leads to the ITIL Certificate – Service Offerings and Agreements (SOA). This is a free-standing qualification, but is also part of the ITIL Intermediate Capability stream, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management.

This course is suitable for individuals who require a deep understanding of Service Offerings and Agreement processes and how they may be used to enhance the quality of IT service support within an organisation.

It is particularly suitable for: Operational staff involved in:
• Service Portfolio Management;
• Service Catalogue Management;
• Service Level Management;
• Demand Management;
• Supplier Management;
• Financial Management
or
• Business Relationship Management

Structure

The course will consist of formal lecturing, group discussions, in-course assignments, and a practice examination paper. Days one to four will consist of detailed learning activities with evening assignments. The morning of day 5 will be devoted to revision and exam preparation. The examination will take place after lunch on day five.

Topics

Service Management as a Practice

Processes across the Service Lifecycle pertaining to the Service Offerings and Agreement 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 (including contract management)

Financial Management which includes ensuring understanding of the service value and the management of all financial considerations

Business Relationship Management – ensuring the Service Catalogue and Portfolio meet the needs of customers

Operational activities of processes covered in other Lifecycle phases such as Incident and Change Management
Common Service Operation activities related to Service Offerings and Agreement

Organising for Service Operation which describe functions to be performed within Service Offerings and Agreement

Service Offerings and Agreement roles and responsibilities

Technology and Implementation considerations

Challenges, critical success factors and risks

CSI as a consequence of effective Service Offerings and Agreement

Pre-Requisites

Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the V3 Foundation or V2 Foundation plus Bridge Certificate).

Candidates should bring their certificate(s) with them to complete the registration process on the first day of the course. 

Recommended Follow-Up Training

ITIL3-OSA – Operational Support and Analysis. (5 days).
ITIL3-RCV - Release, Control and Validation. (5 days).
ITIL3-PPO – Planning Protection & Optimisation. (5 days).
ITIL3-MAL – Managing across the Lifecycle (5 days).

The following dates are available for this course:

Dates for this course are available on request. Please Contact us for details.