ITIL Service Offerings & Agreement (SOA) Certification Program - 5 Days

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1 ITIL Service Offerings & Agreement (SOA) Certificatin Prgram - 5 Days Prgram Overview ITIL is a set f best practices guidance that has becme a wrldwide-adpted framewrk fr Infrmatin Technlgy Services Management (ITSM) by many Public & Private Organizatins. Since early 1990, ITIL has been evlving frm fcusing n Functins and Prcesses under versins 1 and 2 t fcusing n the Full Service Lifecycle Management under current versin. In additin t the existing benefits f aligning IT gals and bjectives with the business, imprving quality and reducing cst f peratin; ITSM and ITIL nw emphasizes the fllwing areas: Assist in transfrming IT Service Management nt a strategic business asset Assist in defining and managing the cmplete lifecycle f IT Service Management Prcess Prvide guidance n the develpment f Services Strategy, the develpment f Service Design, the Transitin f Services frm current t desired state, the Implementatin and the Cntinuus imprvement f the thse Services Thrugh lectures and practice exam questins participants explre the cncepts f gd practice in IT Service Management based n the ITIL Editin 2011Framewrk. The ITIL Intermediate Qualificatin: Service Offering & Agreement Certificate is a free-standing qualificatin, but is als part f the ITIL Intermediate Lifecycle stream, and ne f the mdules that leads t the ITIL Expert in IT Service Management. The purpse f this training mdule and the assciated exam and certificate is, respectively, t impart, test, and validate the knwledge n industry practices in service management as dcumented in the ITIL publicatin. 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. Duratin This prgram is ffered ver a 5-day perid where it 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 18. This five (5) days classrm training curse with examinatin held n the afternn f the 5 th day is accredited by LCS examinatins institute. The curse includes apprximately 30 hurs f student-instructr interactin, a sample and a frmal examinatin. The frmat f the examinatin cnsists f a clsed bk paper f 8 multiple chice cmplex questins, t be answered within 90 minutes. (Candidates sitting the examinatin in English and wh d nt have English as their first language will be allwed additinal 30 minutes t allw use f a dictinary). The pass mark will be 70% r mre 28 r mre crrect answers. Audience The main target grup fr this ITIL Intermediate Qualificatin Certificate includes, but is nt restricted t: IT prfessinals Business managers Business prcess wners The Prjex Grup, LLC (856) Deerfield Drive Cherry Hill, NJ

2 Individuals wh require a deep understanding f the ITIL Certificate in the Operatinal Supprt and Analysis prcesses and hw it may be used t enhance the quality f IT service supprt within an rganizatin IT prfessinals wh are wrking within an rganizatin which has adpted and adapted ITIL and wh need t be infrmed abut, and thereafter cntribute t, an nging service imprvement prgram Operatinal staff invlved in event management prcess, incident management prcess, request fulfillment prcess, prblem management prcess, access management prcess, service desk, technical management, IT peratins management and applicatin management, and wh wish t enhance their rle-based capabilities Individuals wh have attained the ITIL Fundatin Certificate in IT Service Management and wish t advance t higher level ITIL certificatins Individuals seeking the ITIL Expert Certificate in IT Service Management fr which this qualificatin can be ne f the prerequisite mdules Individuals seeking prgress tward the ITIL Master Certificate in IT Service Management fr which the ITIL Expert is a prerequisite. Prerequisites Candidates wishing t be trained and examined fr this qualificatin must already hld the ITIL Fundatin Certificate in IT Service Management (the V3 Fundatin r V2 Fundatin plus Bridge Certificate) which shall be presented as dcumentary evidence t gain admissin. At least 30 cntact hurs (hurs f instructin, excluding breaks, and nt including summary review time) with an Accredited Training Organizatin (ATO) r an accredited e-learning slutin) fr this syllabus, as part f a frmal, apprved training curse/scheme 2 t 4 years prfessinal experience wrking in IT service management is highly desirable Hld the ITIL Fundatin Certificate in IT Service Management (r ther apprpriate earlier ITIL and bridge qualificatins) It is als recmmended that candidates shuld cmplete at a minimum f 12 hurs f persnal study by reviewing the syllabus and the pertinent areas within the ITIL cre guidance in preparatin fr the examinatin, specifically Chapter 2: Service management as a practice. Additinally it is recmmended that candidates: Have experience f wrking in a service management capacity within a service prvider envirnment, with respnsibility fr at least ne f the fllwing management disciplines: Service prtfli management Service catalgue management Service level management Demand management Supplier management Financial management fr IT services Business relatinship management Befre attending training fr the certificatin it is als strngly recmmended that candidates read the ITIL Service Lifecycle cre publicatins and, in particular, the ITIL Service Strategy and Service Design publicatins. 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 can expect t gain the cmpetence in the fllwing areas upn successful cmpletin f the educatin and examinatin cmpnents related t this certificatin: The Prjex Grup, LLC (856) Deerfield Drive Cherry Hill, NJ

3 Overview f SOA prcesses and basic principles The value t the business f SOA activities Hw the SOA prcesses rely n a gd business case Hw the SOA prcesses rely n a gd understanding f return n investment (ROI) Prcesses acrss the service lifecycle pertaining t the service fferings and agreements curriculum: 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 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 fr IT services, which includes ensuring understanding f the service value and the management f all financial cnsideratins Business relatinship management, which ensures the custmer s requirements are crrectly identified SOA rles and respnsibilities Technlgy and implementatin cnsideratins Challenges, critical success factrs and risks The prgram will cver the fllwing mdules: The candidates will be able t understand, describe, identify, demnstrate, apply, distinguish, prduce, decide r analyze: Intrductin The cntext in the service lifecycle f the SOA prcesses frm the service strategy stage (service prtfli management, demand management, financial management fr IT services and business relatinship management) Understand the reliance f these prcesses (service prtfli management, demand management, financial management fr IT services and business relatinship management) n the existence f a strategy. Understand the purpse and bjectives, scpe and value t business f the strategy management fr IT services prcess The cntext in the service lifecycle f the SOA prcesses frm the service design stage (service catalgue management, service level management, supplier management) Understand purpse and bjectives, scpe and value t business f the design crdinatin prcess Hw successful services depend n the custmer s perceptin f utility and warranty and the relevance t the SOA prcesses Understanding hw the SOA prcesses are the starting pint fr understanding and identifying custmer requirements Return n investment (ROI) and the business case and the relevance t the SOA prcesses Service Prtfli Management Intrductin t the service prtfli and its relatinship t the service pipeline and service catalgue The purpse and bjectives f service prtfli management The scpe f service prtfli management The Prjex Grup, LLC (856) Deerfield Drive Cherry Hill, NJ

4 The value t the business f service prtfli management Plicies, principles and basic cncepts Prcess activities, methds and techniques Triggers, inputs, utputs and interfaces Infrmatin management Critical success factrs and key perfrmance indicatrs Challenges and risks Designing the service prtfli Service Catalgue Management The imprtance f the service catalgue t the service lifecycle and its interface t the service prtfli The purpse and bjectives f service catalgue management The scpe f service catalgue management The value t the business f service catalgue management Plicies, principles and basic cncepts Prcess activities, methds and techniques Triggers, inputs, utputs and interfaces Infrmatin management Critical success factrs and key perfrmance indicatrs assciated with the prcess Challenges and risks assciated with the prcess Prductin f a service catalgue Service Level Management The imprtance f SLM t the service lifecycle The purpse and bjectives f SLM The scpe f SLM The value t the business f SLM Plicies, principles and basic cncepts Prcess activities, methds and techniques f SLM and hw it relates t the service lifecycle. Triggers, inputs, utputs and interfaces Infrmatin management Critical success factrs and key perfrmance indicatrs assciated with the prcess Challenges and risks assciated with the prcess The cntent f SLAs and OLAs Demand Management The imprtance f demand management t managing services thrughut the service lifecycle The purpse and bjectives f demand management The scpe f demand management The value t the business f demand management Plicies, principles and basic cncepts Prcess activities, methds and techniques Triggers, inputs, utputs and interfaces Infrmatin management Critical success factrs and key perfrmance indicatrs Challenges and risks The Prjex Grup, LLC (856) Deerfield Drive Cherry Hill, NJ

5 Supplier Management The purpse and bjectives f supplier management The scpe f supplier management The value t the business f supplier management The principles and basic cncepts Prcess activities, methds and techniques Triggers, inputs, utputs and interfaces Infrmatin management Critical success factrs and key perfrmance indicatrs Challenges and risks Financial Management fr IT services The imprtance f the prcess t the service lifecycle The purpse and bjectives f financial management fr IT services The scpe f financial management fr IT services The value t the business f financial management fr IT services Plicies, principles and basic cncepts Prcess activities, methds and techniques Triggers, inputs, utputs and interfaces Infrmatin management Critical success factrs and key perfrmance indicatrs Challenges and risks Business Relatinship Management The purpse and bjectives f BRM The scpe f BRM The value t the business f BRM Plicies, principles and basic cncepts Prcess activities, methds and techniques Triggers, inputs, utputs and interfaces Infrmatin management Critical success factrs and key perfrmance indicatrs Challenges and risks Service Offerings and Agreements Rles and Respnsibilities Key rles and respnsibilities f service prtfli management Key rles and respnsibilities f service catalgue management Key rles and respnsibilities f SLM Key rles and respnsibilities f demand management Key rles and respnsibilities f supplier management Key rles and respnsibilities f financial management fr IT services Key rles and respnsibilities f BRM Technlgy and Implementatin Cnsideratins The generic requirements fr technlgy t assist service design The evaluatin criteria fr technlgy and tling fr prcess implementatin The Prjex Grup, LLC (856) Deerfield Drive Cherry Hill, NJ

6 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 Syllabus Dcument ITIL acrnyms and glssary Sample examinatin questins and answers Simulatin and practical applicatin We prvide the students with real life experiences; fr the purpse f discussin and t shw the value f using best practice, we can use the client rganizatin as a case study example (when a private curse is delivered). The Prjex Grup, LLC (856) Deerfield Drive Cherry Hill, NJ

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