Introduction

An overview of Service Offering and Agreement processes and all its related activities to better understand the business and what it values in order to align the technology organisation and the IT services it provides more effectively to achieve strategic business objectives .

Course Duration : 5 Days Instructor-Led Classroom Training

Synopsis
Outline
Objectives
Audience
Certification & Exam Info
Prerequisites
Synopsis

This course is relevant for professionals who play a role in developing, implementing, managing and improving IT service quality in order to deliver business value. This is a freestanding qualification and 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.

The purpose of this training module and the associated exam and certificate is, respectively, to impart, test and validate the knowledge on industry practices in service management as documented in the official ITIL Service Lifecycle publications.

Practical examples and real life case studies are used to guide and assist with the understanding of key concepts throughout the course. At the end of the classroom training, the certification exam may be taken.

Outline

Introduction to SOA

  • The purpose and value to the business of SOA activities
  • Understanding ROI and the Business Cass

Service Portfolio Management

  • The end-to-end process flow for service portfolio management

Service Catalogue Management

  • The end-to-end process flow for service catalogue management

Service Level Management

  • The end-to-end process flow for service level management
  • How these components can be used to manage service quality

Demand Management

  • The end-to-end process flow for demand management

Demand Management

  • The end-to-end process flow for demand management
  • Activity-based demand management as it relates to business and user activity patterns and how it is used for SOA

Supplier Management

  • The end-to-end process flow for supplier management
  • Supplier categorization and evaluation

Financial Management for IT Services

  • The end-to-end process flow for financial management
  • SOA and Budgeting, Accounting and Charging

Business Relationship Management

  • The end-to-end process flow for business relationship management

Service Offering and Agreement Roles and Responsibilities

Technology and Implementation Considerations

  • Service management tools, where and how they can be used within SOA for process implementation
Objectives

On completion of this course, the following learning outcomes will be achieved:

  • Introduction to SOA
  • Understand and apply Service Portfolio Management
  • Understand and apply Service Catalogue Management
  • Understand and apply Service Level Management
  • Understand and apply Demand Management
  • Understand and apply Supplier Management
  • Understand and apply Financial Management for IT Services
  • Understand and apply Business Relationship Management
  • SOA Roles and Responsibilities
  • Technology and Implementation Considerations
Audience

The target audience for this course and qualification are:

  • IT consultants
  • IT service providers
  • IT senior managers
  • IT managers and supervisory staff
  • IT audit managers
  • IT security managers
  • Service designers
  • IT architects who require a deep understanding of related ITIL processes in order to enhance their role-based capabilities and to contribute to the evolution and improvement of ITIL processes and services within their organisation
Certification & Exam Info

Participants who successfully complete the course and pass the examination will be recognized as certified with ITIL Service Offering and Agreement Intermediate Certificate under the AXELOS certification scheme.

Delegates who do not attain a passing score for the examination would be awarded a course attendance certificate only.

EXAMINATION FORMAT

  • 8 Scenario-based Multiple Choice Questions
  • Gradient scoring system with 5, 3, 1 and 0 marks attributed to each answer
  • 28 marks required to pass (out of 40 available) – 70%
  • 90-minutes duration
  • Closed-book
Prerequisites

Participants wishing to sit the qualification examination must already hold the ITIL Foundation Certificate in IT Service Management which must be presented as documentary evidence to gain admission.

Related Courses

ITIL:2011 Service Offerings and Agreements (SOA)

Instructor Led Classroom Training - Singapore

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Singapore, 228149 Singapore
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