ITIL Intermediate Qualification: Service Offerings and Agreement. Webinar presentation 8 May 2009

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1 ITIL Intermediate Qualification: Service Offerings and Agreement Webinar presentation 8 May 2009

2 Team Lead SOA Vernon Lloyd FISM IT Industry before it was IT (1970) Done most things in most places ITSM before it was ITSM Capacity; Availability; ITSCM; Change etc ITIL consultancy in 1990 Delivered first ITIL course in 1991 ISEB (started 1993) now APMG Examiner ITIL V2 & V3 author Board of itsmf UK President of ISM Daytime job: Fox IT I have recently had a bit of a makeover

3 Content of Webinar Part 1: The SOA Module A. Context in qualification scheme B. Overview of module C. Qualification development Part 2: Q&A Pre-submitted Questions Questions from you during the webinar

4 The Service Offerings and Agreement Module Part 1: SOA Module A. Context in qualification scheme B. Overview of module C. Qualification development

5 Who is who? Who owns ITIL? Who publishes the books? Who administers the qualification scheme? Who is responsible for the development of individual V3 syllabuses and qualifications? Chief Examiner plus Senior Examiners all around the world 5

6 The structure of ITIL qualifications Advanced Level Expert Level 5 Days 3 Days Intermediate Level 5 Days SOA Part of the ITIL Intermediate Capability stream 3 Days Foundation Level

7 Intermediate Qualifications Lifecycle Dual Stream Capability Managerial focused Based on each lifecycle phase 21 hours minimum for each module the management view Process cluster focused Practice area 30 hours minimum for each module the practitioner view Course: classroom or virtual study Prerequisite: Foundation certificate Individual module certification Exam: Complex, scenario based, gradient multiple choice (90 min (+30 if in English as a second language) 70% pass) 7

8 Lifecycle vs Capability Service lifecycle modules focus on concepts relevant to management and control for all elements within the target lifecycle stage The modules are structured around the key elements of the target lifecycle stage, such as process, activities, technologies, organization and challenges Service capability modules focus on concepts relevant to management, control and execution at an operational process level The modules are structured around the process cluster comprising interdependent processes required to achieve management objectives within the target capability area

9 About the SOA certification Max 12 per lecturer ITIL V3 Foundation on course 2 years of experience ATO Pre Reading Study Guides being launched

10 The SOA Module Part 1: The SOA Module A. Context in qualification scheme B.Overview of module C.Qualification development - The syllabus - The certification

11 SOA Module Focus and Content The ITIL Expert Qualification: Service Offerings and Agreements (SOA) is Free-standing qualification Part of the ITIL Intermediate Capability stream One of the qualifications that leads to the ITIL Expert The purpose of this training module is to: Enable students to apply the knowledge in their working environment Achieve a recognised qualification

12 The SOA Module The majority of the SOA module is based on elements from the Service Design and Service Strategy books

13 Learning Objectives To gain competencies in the following: Service Management as a Practice Processes across the Service Lifecycle pertaining to the Service Offerings and Agreement curriculum Service Portfolio Management Service Catalogue Management Service Level Management Demand Management Supplier Management Financial Management Service Offerings and Agreement roles and responsibilities including Business Relationship Managers Technology and Implementation Considerations Challenges, Critical Success Factors and risks CSI as a consequence of effective Service Offerings and Agreement

14 ITIL Version 3 Intermediate exams Complex scenario based gradient multiple choice More than 2000 Intermediate exams taken

15 Exam Testing Style Eight questions: scenario-based multiple choice gradient scored Each question - 4 possible answer options: one of which is worth 5 marks one which is worth 3 marks one which is worth 1 mark and one which is a distracter and achieves no marks 90 mins Pass Score: 28/40 or 70%

16 Bloom s level Bloom Level 3 Bloom Level 4 = Applying = Analyzing Verbs to deliver this: Demonstrate Apply Distinguish Justify Produce Decide

17 The SOA Module A. Context in qualification scheme B. Overview of module C. Qualification development

18 Question Development Process through which questions were developed Write Question QA Feedback Change / Fine Tuning QA Approved Assigned to Paper Pilot Moderate Paper Process through which questions are now developed Write Question Peer Review Change / Fine Tuning QA Feedback Change / Fine Tuning QA Approved Assign to Paper To ensure Scenarios are simpler and connected to questions asked Questions and answer options are directly supported by the scenario and the book references quoted in the syllabus The papers are challenging and fair 18 Pilot Moderate Paper

19 About Scenarios The scenario: Supports a global audience Be relevant to the question Provides information required for the question Only includes information that the candidate needs to analyze Can be reused Combined total will not exceed Scenario ~ 400 words Question ~ 400 words Total ~ 600 words

20 About Questions and Answers The question should: Test core knowledge within the SOA syllabus Be dependent on the scenario And the hardest part The answer options: One correct Two not as correct as the correct one, but not really wrong One really wrong, a distracter but should not be that easy to spot

21 Question Development SOA team 4 members Template for consistency Much more experienced than when we started QA criteria based on pilots Senior examiner meetings and updates Current activity Writing new papers for live use Checking old papers (including samples) against new wording limits

22 CSI for the SOA Module How How do do we we keep keep the the momentum going? going? What What is is the the Vision? Vision? Where Where are are we we now? now? Where Where do do we we want want to to be? be? Consistent pass pass rate rate Answer distribution 2 sample sample papers papers 2 live live papers papers Ongoing moderation 3 new new live live papers papers in in How How do do we we get get there? there? QA QA criteria's made made Learn Learn from from experience Did Did we we get get there? there? In In progress

23 Service Offerings and Agreement (SOA) The SOA qualification is one of 4 within the Capability modules Operational Support & Analysis Planning Protection & Optimization Release Control & Validation Service Offerings & Agreements Event Capacity Change Portfolio Incident Request Problem Access Service Desk Technical IT Ops Availability Continuity Security Demand Risk Release & Deployment Validation & Testing Service Asset & Config Knowledge Request Service Evaluation Service Level Catalogue Demand Supplier Financial 23 Application

24 Course and Examination Requirements The target group of this course is individuals who already hold the Foundation Certificate in IT Service Management and who wish to enhance their knowledge of Service Offerings and Agreements, its processes and how they interact with the Service Management lifecycle The examination is only available to those: Who already hold the ITIL v3 Foundation Certificate, or a V2-V3 Foundation Bridging Certificate Have exposure working in a service management capacity, with responsibility emphasizing on at least one of the processes listed in the curriculum Familiarity with the guidance detailed in the ITIL Service Lifecycle core publications (recommendation)

25 Examination information The ITIL Intermediate Qualification: Service Offerings and Agreements Certificate Closed book, supervised test 8 multiple choice, scenario-based, gradient scored questions Questions have 4 possible answers worth 5, 3, 1, 0 marks 90 minutes to complete Students who do not have English as their first language are allowed an additional 30 minutes and access to a dictionary Pass: 70% required of 28 out of 40

26 We all have an important role in the Exams What do the Examination Institutes do? They accredit ATO s and mark exam papers ATO

27 We all have an important role in the Exams What do the ATO s do? The employ Certified Instructors to deliver the V3 courses What do Certified Instructors do? They teach students the V3 qualifications and prepare students for the exams Who are the students? IT Professionals from around the world

28 Scheme Principles Must offer value to the career objectives of the student Allow innovation and flexibility for ATO s Meets learning objectives and competency outcomes Blooms taxonomy for setting examination questions Contribute to the maturity of ITSM professionalism Responsive to evolving market demand Transitional upgrading strategy

29 Qualification Scheme Management OGC, APM Group, TSO, EIs itsmfi, ATO rep, Chief Examiner Chief and Senior Examiners Qualification Board Senior Examiners Set policy Approve Scheme Monitor Compliance Design Scheme Set standards Write Syllabuses Define Structure Develop Scheme Team Guidance Establish Scheme Compliance Foundation Exam Panel Service Lifecycle Exam Panels Service Capability Exam Panels Other Exam Panels

30 Development of Qualification structure for ITIL v3 Design the certification elements required of the scheme Produce the requirements for learning objectives and knowledge competency Produce the supporting accredited formal syllabus Produce the requirements for delivery mechanism Produce sample and live examinations in support of the syllabus Provide recommendation on the required trainer and course provider competency to deliver against the scheme Manage Exam bank

31 Current Statistics Statistics for January 2008-January 2009 ITIL Version 2 Examinations Taken v2 Foundation v2 Practitioner v2 Service Managers TOTAL 107,850 10,850 12,000 ITIL Version 3 Examinations Taken V3 Foundation V3 Foundation Bridge V3 Managers Bridge TOTAL 130,850 16,600 3,400 V3 Intermediate Over 2000 exams have been taken across all modules OGC are working with itsmfi regarding withdrawal of V2 in relation to publications and qualifications.

32 Benefits of taking SOA Module After taking this qualification (course and exam) students should be competent in Service Management as a Practice Service Level Management structure and best practice for SLAs and OLAs Supplier Management contracts with and management of suppliers that enable the businesses to be successful Service Portfolio and Service Catalogue Management for documentation on actual and prospective service offerings Demand Management understanding Patterns of Business Activity and how they influence the strategy and design Financial Management service value and good Financial Management Roles and Responsibilities of SOA Technology and Implementation Considerations of SOA

33 Why do SOA Training? If you are seeking answers to the following questions Does the IT service Provider understand what the business requirements are and are we meeting those requirements? Are we utilizing best in class suppliers to support our delivery? Do I understand the services we offer and why they are needed and why they should be used? If I buy a new server how will the business as a whole benefit from the purchase? Can we plan our expenditure so that we know when, why and how much we spend? How do I leverage information and experiences and do it better next time? And many more questions

34 SOA Target Audience ddddddddddddddddddddddd Contract or or Vendor Managers Business Managers Process Owners IT IT Operations Management Anyone who needs a good understanding of of SOA processes Practitioners & Managers

35 About the certification ITIL V3 Foundation 30 hours prerequisite ATO Pre Reading!!! Study Guides being launched > 2 years of experience

36 Service Management Introduction Syllabus Objectives Explain and illustrate the concept of Service Management as a practice Explain and illustrate the concept of Service, its value proposition and composition Explain and illustrate the functions and process across life-cycle Demonstrate good understanding of the role of Processes in the Service Understand and show how Service Management creates business value Demonstrate clear understanding of how the processes within the Service Offerings & Agreement curriculum supports the Service Lifecycle

37 SOA01 Introduction Module Candidates must be able to understand and describe: (Blooms Level 2) Service Management as a practice (SD 2.1.1) The concept of Service, its value proposition and composition (SD 2.2.1) The functions and process across the Lifecycle (SD 2.3.1, 2.3.2, 2.3.3) The role of the processes in the Service Lifecycle (SS 2.6.3) How Service Management creates business value (SS 3.1, ST 2.4.3, SO 2.4.3, SD2.4.3) How the processes within SOA practices support the Service Lifecycle (SD 2.4.5, SS 5.1 up to 5.1.2, SS 5.5.1, SS 5.3 up to 5.3.1) 1.5 hours 32

38 SOA02 Service Portfolio Module Candidates must understand and analyze (Blooms level 4) The Service Portfolio and illustrate its relationship with the Service Catalogue and Service Pipeline (SS 4.2.3; SS ) How a Service Portfolio describes a provider s service and how it relates the business service with the IT service. (SS 5.3) The Service Portfolio Management methods (SS 5.4) 2.5 Hours

39 SOA03 Service Catalogue Management Module This covers the Service Catalogue Management process and how it is integrated with the Service Portfolio, the candidates must be able to understand and analyze (Blooms level 4): The purpose, goal and objectives of the process (SD 4.1.1) The scope of the process (SD 4.1.2) The interface to the Service Portfolio (SS 4.2.3; SD 3.6.2; SD 3.9; SD 3.10) The difference between a Business and a Technical Service Catalogue (SD 4.1.4) the importance of the Service Catalogue to the Service Lifecycle and the business (SS 4.2.3; SD 3.10; SD 4.1.3) Its policies, principals and basic concepts (SD 4.1.4) The use of key metrics, challenges, critical success factors and risks associated with the process (SD 4.1.8; SD 4.1.9) The process including the utilisation of the Service Catalogue by other processes and functions (SD 4.1.5; SD 4.1.6) Produce a Service Catalogue (SD Appendix G) 3 hours

40 SOA04 Service Level Management Module This covers the Service Level Management process and deliverables. Candidates must be able to understand and analyze (Blooms level 4): The purpose, goal, objectives and scope of SLM (SD 4.2.1, SD The importance of the process to the Service Lifecycle and how it generates business value (SD 4.2 up to 4.2.1, SD 4.2.3) Its principals and basic concepts (4.2.4) The main activities, methods and techniques of this process and how it relates to the Service Lifecycle. This includes the SLA structures and determining Service Level Requirements (SD up to including figures 4.5, 4.6 and 4.7) The deliverables from the process (SD , ) Monitoring of service performance against SLAs ( , CSI 3.5) The use of key metrics, challenges, critical success factors and risks associated with the process (SD 4.2.7, SD 4.2.8, SD 4.2.9) The contents of SLAs, OLAs and review meetings (SD , , SD Appendix F) The interfaces to other processes and functions (SD4.2.5 up to , Figure 4.5, SD ,, SD , SD , SD 4.2.6) 8 hours

41 SOA05 Demand Management Candidates must be able to understand and analyze (Blooms level 4): The basic concepts of the process (SS 5.5.1) Activity based Demand Management and business activity patterns (SS 5.5.2, SS 5.5.3, SS figure 5.23) The interfaces to Service Portfolio (SS 5.5.2) Managing demand for Service (SS 5.5.3, table 5.8, table 5.9) 2 hours 37

42 SOA06 Supplier Management This unit covers the use of the Supplier Management process and the interfaces and dependencies of the process. Candidates must be able to understand and analyze (Blooms level 4): The purpose, goal and objectives of the process (SD 4.7.1) The scope of the process (SD 4.7.2) The importance of the process to the Service Lifecycle and how they generate business value (SD 4.7.3) Its principals and basic concepts (SD 4.7.4) The main activities, methods and techniques of this process and how it relates to the Service Lifecycle including evaluation of new suppliers (SD up to SD , SD , SD , SD ) The use of Supplier Categorization and maintenance of the Suppler Database (SD ) The use of key metrics, challenges, critical success factors and risks associated with the process (SD 4.7.7, SD 4.7.9) The inputs and outputs of the process (4.7.6) 3 Hours

43 SOA07 Financial Management This unit covers how Financial Management contributes to the Service Lifecycle Operation and the basic principles of Service Economics. Candidates must be able to understand and analyze: The purpose, goal and objectives of the process (SS 5.1 up to 5.1.2) The scope of the process (SS up to SS ) The concepts of Service Valuation (SS , SS , SS figure 5.3) The importance of the process to the Service Lifecycle and how they generate business value (SS 5.1 opening section, SS 5.1.1) The various aspects of the process and the basic concepts funding, accounting and chargeback (SS , SS , SS , SS ) Return on Investment and the business case (SS 5.2 up to , up to SS ) The main activities, methods and techniques that enable this processes and how it relates to the Service Lifecycle (SS 5.1.3) Design and Implement a Financial Management process (SS ) 5 Hours

44 SOA08 Business Relationship Management The role of Business Relationship Manager Candidates must be able to understand and analyze (Blooms level 4): the role of Business relationship Managers (SS 4.1.3; SS ) 1 hour

45 SOA09 Roles and Responsibilities Service roles and responsibilities contribute to Service Offerings and Agreement, candidates must be able to understand and analyze (Blooms level 4): Key roles and responsibilities of the Service Catalogue Manager (SD 6.4.5) Key roles and responsibilities of the Service Level Manager (SD 6.4.6) Key roles and responsibilities pertaining to the Supplier Manager (SD ) 1 Hour

46 SOA10 Technology and Implementation Technology implementation as part of implementing service management process capabilities, and what special technology functions and features are related to Service Offerings and Agreement practices - candidates must be able to understand and analyze (Blooms level 4): The generic requirements for technology to assist Service Design (SD 7.1) The evaluation criteria for technology and tooling for process implementation (SD 7.2) The good practices for practice and process implementation (SD 8.2, 8.3, 8.4) The challenges, critical success factors and risks related to implementing practices and processes (ST , SO , SD ) How to plan and implement Service Management technologies (SO 8.5) 2 hours

47 Summary Exam Preparation and Directed Studies This unit summarises the material covered in the previous units and prepares candidates for the examination. There are two sample examinations which can be used to aid the revision

48 Suggestions for ATOs about the Syllabus Time for each section is a guideline Adult learning principles recommend Third to half lecture and at least half practical Don t be limited by just one exercise per section consider one practical assignment and one role play on how a student would go about convincing management that the process is important and should be implemented You don t have to follow the order of the syllabus You do have to cover all items in the syllabus

49 Any Questions

50 Questions Received in advance Please explain key differences between questions for SOA Exam and Life cycle Exams for same processes, using examples Assume that student has done Service Design life cycle course and is now doing SOA capability course. Say on process Service Level Management, what are the key differences he will see on the capability course compared to what he saw in the Life Cycle course Please highlight what would be the difference in teaching this capability course for a process (say Service level Management) as compared to instructing the same process in a service life cycle course What is the difference between questions about Service Level Management in the life cycle course and the capability course, and how should the scenario and question be analysed for capability exams

51 SD vs SOA Qualification Syllabus Focus Learning Objective Management and control of all key elements within the SD lifecycle Free Standing, leading to ITIL Expert Qualification Acquire competency in the management and control of key lifecycle elements Management, control and operational process level competency Acquire capability for each of the processes within the cluster Syllabus Structure Exam Format Around generic learning units such as principles (eg 5 stages of Design and SDP), processes, activities, technology, implementation, challenges and CSF Around the process unit within the practice cluster, complemented with few generic learning units on technology, implementation, challenges and CSF Gradient scored multiple choice (paper-based and online) Book Reference Entirely out of SD core guide Out of all the books

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