ITIL V3 Service Offerings and Agreements (SOA) Certification Program - 5 Days

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1 ITIL V3 Service Offerings and Agreements (SOA) Certificatin Prgram - 5 Days Prgram Overview The ITIL Intermediate Qualificatin: Service Offerings and Agreements (SOA) Certificate, althugh a stand alne qualificatin, yet is als part f the ITIL Intermediate Capability stream, and ne f the mdules that leads t the ITIL Expert in IT Service Management Certificate. The ITIL Certificate in Service Offerings and Agreements is intended t enable the curse participants t apply the ITIL best practices during the Service Management Lifecycle. The curse apprach cmbines theretical and hands-n knwledge transfer, including individual and grup practical exercises. Nte: The success in achieving this certificatin is highly dependent upn participants effrt in ding their hmewrk, and self-study befre and during the prgram. Therefre, it is highly recmmended that: The exam is scheduled ne week t maximum tw weeks after the training t allw sufficient time fr preparatin. Curse participants purchase the apprpriate OGC publicatin t cmplete at a minimum 12 hurs f persnal study by reviewing the syllabus and the pertinent areas f the ITIL Service Management Practice cre guidance. Duratin This prgram is ffered ver a 5-day perid and includes apprximately 35 hurs f studentinstructr interactin; a 1.5 hurs frmal certificatin exam n the afternn f the fifth day, r the fllwing week. The Minimum number f students per sessin is 6 where the maximum is 12. The curse apprach cmbines theretical and hands-n knwledge transfer, including individual and grup practical exercises. The Minimum number f students per sessin is 6 where the maximum is 12. Delivery Methds - Instructr led Classrm based - Virtual Web based

2 Audience The target grup f the ITIL Expert Qualificatin Service Offering and Agreement is: Individuals wh require a deep understanding f ITSM/ITIL Service Offerings and Agreement prcesses and hw it may be used t enhance the quality f IT service supprt within an rganizatin. IT prfessinals that are wrking within an rganizatin that has adpted and adapted ITIL wh need t cntribute t an nging service imprvement prgram Operatinal staff invlved in Service Prtfli Management; Service Catalgue Management; Service Level Management; Demand Management; Supplier Management; Financial Management and Business Relatinship Management wh wish t enhance their rle-based capabilities. This may include but is nt limited t, IT prfessinals, business managers and business prcess wners. Prerequisites Individuals wh have attained and have a prf f ne f the fllwing certificatins: V3 ITIL Fundatin certificate in Service Management; OR V2 Fundatin plus the V3 Fundatin Bridge certificate; It is als strngly recmmended that curse participants: Pssess 2 t 4 years prfessinal experience wrking in IT Service Management Have expsure wrking in the service management capacity within a service prvider envirnment, with respnsibility emphasizing n at least ne f the fllwing management prcesses: Service Prtfli Management Service Catalgue Management Service Level Management Demand Management Supplier Management Financial Management Cntent and Objectives Thrugh a series f lectures designed at achieving a clear understanding f the ITIL Best Practice lifecycle apprach and thrugh varius exercises, assignments and discussins, participants will gain the necessary knwledge enabling them t capture: Service Management as a Practice Prcesses acrss the Service Lifecycle pertaining t the Service Offerings and Agreement curriculum, such as: Service Prtfli Management which prvides dcumentatin fr services and prspective services in business terms Service Catalgue Management which is cncerned with the prductin and dcumentatin f the Service Catalgue frm a business and a technical viewpint

3 Service Level Management which sets up a Service Level Agreement (SLA) structure and ensures that all SLAs have an underpinning supprt structure in place Demand Management which identifies Patterns f Business Activity t enable the apprpriate strategy t be implemented Supplier Management which ensures all partners and suppliers are managed in the apprpriate way and includes cntract management Financial Management which includes ensuring understanding f the service value and the management f all financial cnsideratins Business Relatinship Managers wh have respnsibility t represent custmers and ensure the Service Catalgue and Prtfli have the right needs Operatinal activities f prcesses cvered in ther Lifecycle phases such as Incident and Change Management In additin, candidates will gain an understanding and the ability t describe: the cncept f Service Management as a practice the cncept f Service, its value prpsitin and cmpsitin the functins and prcesses acrss the Lifecycle hw service management prcesses are defined, and hw they can be applied acrss the Service Lifecycle with different perspective hw Service Management creates business value scpe f the SOA, its value t the business and hw the SOA prcesses interact with prcesses within ther Lifecycle stages. The prgram will cver the fllwing mdules: Intrductin This mdule intrduces the candidate t the cncepts and terminlgy f the Service Lifecycle and the rle f SOA within the Lifecycle, where the curse participants will have the ability t capture, understand and describe: the cncept f Service Management as a practice the cncept f Service, its value prpsitin and cmpsitin the functins and prcess acrss the Lifecycle the rle f Prcesses in the Service Lifecycle hw Service Management creates business value hw the prcesses within the Service Offerings and Agreement curriculum supprts the Service Lifecycle

4 Service Prtfli Management This mdule cvers the Service Prtfli Management (SPM) prcess, its cmpnents and deliverables, where the candidates will be able t understand, describe, identify, demnstrate, apply, distinguish, prduce, decide r analyze: the Service Prtfli and illustrate its relatinship with the Service Catalgue and Service Pipeline hw a Service Prtfli describes a prvider s service and hw it relates the business service with the IT service. the Service Prtfli Management methds Service Catalgue Management This mdule cvers the Service Catalgue Management prcess and hw it is integrated with the Service Prtfli, where the candidates will be able t understand, describe, identify, demnstrate, apply, distinguish, prduce, decide r analyze: the purpse, gal and bjectives f the prcess the scpe f the prcess the interface t the Service Prtfli the difference between a Business and a Technical Service Catalgue the imprtance f the Service Catalgue t the Service Lifecycle and the business its plicies, principles and basic cncepts the use f key metrics, challenges, critical success factrs and risks assciated with the prcess the prcess including the utilizatin f the Service Catalgue by ther prcesses and functins prduce a Service Catalgue Service Level Management This mdule cvers the Service Level Management prcess and deliverables, where the candidates will be able t understand, describe, identify, demnstrate, apply, distinguish, prduce, decide r analyze: the purpse, gal and bjectives f the SLM the scpe f the SLM the imprtance f the prcess t the Service Lifecycle and hw its generate business value the principles and basic cncepts the main activities, methds and techniques f this prcess and hw it relates t the Service Lifecycle. This includes the SLA structures and determining Service Level Requirements the prcess deliverables mnitring f service perfrmance against SLAs the use f key metrics, challenges, critical success factrs and risks assciated with the prcess the cntents f SLAs, OLAs and review meetings the interfaces t ther prcesses and functins

5 Demand Management This mdule cvers the Demand Management prcess and hw it cntributes t Service Offerings and Agreements, where the candidates will be able t understand, describe, identify, demnstrate, apply, distinguish, prduce, decide r analyze: the basic cncepts f the prcess activity based Demand Management and business activity patterns the interfaces t Service Prtfli Managing demand fr Service Supplier Management This mdule cvers the use f the Supplier Management prcess and the interfaces and dependencies f the prcess, where the candidates will be able t understand, describe, identify, demnstrate, apply, distinguish, prduce, decide r analyze: the purpse, gal and bjectives f the prcess the scpe f the prcess the imprtance f the prcess t the Service Lifecycle and hw they generate business value the principles and basic cncepts the main activities, methds and techniques f this prcess and hw it relates t the Service Lifecycle including evaluatin f new suppliers the use f Supplier Categrizatin and maintenance f the Suppler Database the use f key metrics, challenges, critical success factrs and risks assciated with the prcess the inputs and utputs f the prcess Financial Management This mdule cvers hw Financial Management cntributes t the Service Lifecycle Operatin and the basic principles f Service Ecnmics, where the candidates will be able t understand, describe, identify, demnstrate, apply, distinguish, prduce, decide r analyze: the purpse, gal and bjectives f the prcess the scpe f the prcess the cncepts f Service Valuatin the imprtance f the prcess t the Service Lifecycle and hw they generate business value the varius aspects f the prcess and the basic cncepts - funding, accunting and chargeback Return n Investment and the business case the main activities, methds and techniques that enable this prcesses and hw it relates t the Service Lifecycle Design and Implement a Financial Management prcess

6 Business Relatinship Manager This mdule cvers the rle f Business Relatinship Manager, where the candidates will be able t understand, describe, identify, demnstrate, apply, distinguish, prduce, decide r analyze: the rle f Business Relatinship Managers Service Offerings and Agreement Rles and Respnsibilities This mdule cvers hw Service rles and respnsibilities cntribute t Service Offerings and Agreement, where the candidates will be able t understand, describe, identify, demnstrate, apply, distinguish, prduce, decide r analyze: key rles and respnsibilities f the Service Catalgue Manager key rles and respnsibilities f the Service Level Manager key rles and respnsibilities pertaining t the Supplier Manager Technlgy and Implementatin Cnsideratins This mdule cvers technlgy implementatin as part f implementing service management prcess capabilities, and what special technlgy functins and features are related t Service Offerings and Agreement practices, where the candidates will be able t understand, describe, identify, demnstrate, apply, distinguish, prduce, decide r analyze:. the generic requirements fr technlgy t assist Service Offerings and Agreements the evaluatin criteria fr technlgy and tling fr prcess implementatin the gd practices fr practice and prcess implementatin the challenges, Critical Success Factrs and risks related t implementing practices and prcesses hw t plan and implement Service Management technlgies. Summary, Exam Preparatin and Directed Studies This mdule summarizes the material cvered in the previus mdules and prepares candidates fr the examinatin thrugh the review and practice f a mck examinatin. The Examinatin is cmprised f eight (8) multiple chice, scenari-based, gradient scred questins. The standard duratin f the exam is Maximum 90 minutes. Prgram Material This training prgram includes the fllwing as reference dcumentatin: Prgram slide presentatin ITIL V3 acrnyms and glssary Sample examinatin questins and answers Simulatin and practical applicatin We prvide the students with real life experiences; we use the client rganizatin as Case study example fr the purpse f discussin t shw the value f using best practice. We integrate grup exercises and sample exam questins t simulate and practice the subject matter.

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