ITIL Intermediate Service Capability Service Offering and Agreement

Course details

This course is a classroom training relevant for professionals who play a role in the daily implementation and execution of activities covered under Service Offering and Agreement in order to deliver business value delivered through quality IT services. This course is a free-standing 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 Life cycle 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.

The ITIL Service Offering and Agreement certificate is awarded to candidates passing the examination. Participants will also earn 35 Project Management Institute (PMI) Professional Development Units upon course completion.

COURSE OUTLINE

Introduction to SOA

• The value to the business of SOA activities
• The lifecycle within the SOA context
• How services deliver value to customers and the business and the relevance to the SOA processes
• How requirements are identified through the SOA processes
• Understanding return on investment (ROI) and the business case
• Service Portfolio Management

Service portfolio management, including concepts, methods, activities, roles and operation as well as its organizational structure and the interfaces with other processes

• Service portfolio management in relationship to the service catalogue and service pipeline and how these support SOA
• Metrics and critical success factors (CSFs) associated with service portfolio management in support of SOA
• The benefits and business value that can be gained from change management and the challenges and risks to be managed

Service Catalogue Management

• The end-to-end process flow for service asset and configuration management, including its policies, design strategy, concepts, activities and interfaces with other processes
• Service catalogue management, including its concepts, activities, roles and operation as well as its organizational structure and the interfaces with other processes
• Service catalogue in relationship to the service portfolio, the business catalogue, the technical service catalogue and how these components are used to ensure service quality within SOA
• Metrics and CSFs associated with service catalogue management in support of SOA

Service Level Management

• Service level management (SLM), including its concepts, activities, roles and operation as well as its organizational structure and any interfaces with other processes
• SLM components and activities, including service level agreements (SLAs) structures, service level requirements (SLRs), operational level agreements (OLAs), CSFs, underpinning contracts (UCs), their metrics, performance and monitoring
• How these components are used to ensure service quality within SOA

Demand Management

• Demand management process, including its concepts, activities, roles and operation as well as its organizational structure and any interfaces with other processes
• Demand for services especially in relation to patterns of business activity and how it is used within SOA
• Service portfolio interaction with demand management and how demand can be managed for service in relation to providing business benefits and in support of SOA
• Metrics and CSFs associated with demand management in support of SOA

Supplier Management

• Supplier management process inclusive of its concepts, activities, roles and operation including its organizational structure as well as any interfaces with other processes
• Supplier management components and activities (for example supplier categorization, supplier evaluation, supplier and contract database, metrics and CSFs) and how these are used to ensure service quality within SOA

Financial Management for IT Services

• Financial management for IT services, including its concepts, activities, roles and operation as well as its organizational structure and any interfaces with other processes
• Financial management for IT services components and activities, including budgeting, accounting and charging and how these are used to ensure service quality within SOA
• Metrics and CSFs associated with financial management for IT services in support of SOA

Business Relationship Management

• Business relationship management, including its concepts, activities, roles and operation as well as its organizational structure and any interfaces with other processes
• Metrics and CSFs associated with business relationship management in support of SOA
• SOA Roles and Responsibilities
• The roles and responsibilities related to all of the SOA processes

Technology and Implementation Considerations

• Service management tools and where/how they would be used within SOA for process implementation
• The tools that support SOA
• What best practices should be used in order to alleviate challenges and risks when implementing
• Service Management technologies and designing technology architectures