ITIL Service Capability Service Offerings Agreements

Duration: 
5 days
Codes: 
ITILOPSU,ITIL

Overview

This intermediate course builds on the general principles covered as part of the ITIL Foundation Certificate course and provides in-depth knowledge of the ITIL SOA topics as specified in the ITIL Service Capability curriculum. This includes Service Portfolio Management, Service Level Management, Service Catalogue Management, Demand Management, Supplier Management, Financial Management for IT Services and Business Relationship Management.

Examination

The SOA exam is challenging and consists of a complex multiple-choice, closed book paper of 8 questions, to be answered within 90 minutes. The pass mark is 70% or more. Two practice exam papers will be provided to assist with preparation. Successful candidates will be awarded 4 credits towards the ITIL Expert certification.

Industry Association Recognition

Project Management Institute (PMI)

  • Contact Hours: 35 hours
  • Professional Development Units (PDUs): 35 PDUs

Australian Institute of Project Management (AIPM)

  • Continual Professional Development (CPD) points: 10 points

It is highly recommended that you spend time each evening of this course reviewing and consolidating what you've learned, to be well prepared for the exam .

Audience

This course is valuable for those who want to achieve the ITIL Intermediate Qualification: Service Offerings and Agreements Certificate. The ITIL Foundation Certificate is required to attend this course and to take the ITIL Intermediate Service Offerings and Agreements exam on the final day.

Skills Gained

  • Importance of service management as a practice concept
  • Service lifecycle principals, purpose, and objective
  • Importance of ITIL service offerings and agreements while providing service
  • How all processes in ITIL service offerings and agreement interact with other service lifecycle processes
  • The activities, methods, and functions used in each of the ITIL service offerings and agreement processes
  • Use the ITIL service offerings and agreement processes, activities, and functions to achieve operational excellence
  • Measure ITIL service offerings and agreements
  • Importance of IT security and its contributions to ITIL service offerings and agreements
  • Technology and implementation considerations surrounding ITIL service offerings and agreements
  • Challenges, key performance indicators (KPIs), critical success factors (CSFs), and risks associated with ITIL service offerings and agreements

Prerequisites

Important Course Information Important Course Information Requirements: Requirements:

  • Must hold the ITIL Foundation Certificate (see Course 1197, Achieving ITIL Foundation Certification)

Must hold the ITIL Foundation Certificate (see Course 1197 Course 1197 , Achieving ITIL Foundation Certification) Recommended Experience: Recommended Experience:

  • Basic IT literacy and around two years of IT experience

Basic IT literacy and around two years of IT experience Course Preparation: Course Preparation:

  • Before your event, you will be sent a Pre-Course Study Guide and the Service Offerings and Agreements ITIL 2011 Intermediate Capability Handbook, which you should read as part of the 12 hours of personal study

You should acquire and read the Service Offerings and Agreements ITIL 2011 Intermediate Capability Handbook, focusing on Chapter 2, and review your ITIL Foundation course materials

Before your event, you will be sent a Pre-Course Study Guide and the Service Offerings and Agreements ITIL 2011 Intermediate Capability Handbook Service Offerings and Agreements ITIL 2011 Intermediate Capability Handbook , which you should read as part of the 12 hours of personal study

You should acquire and read the Service Offerings and Agreements ITIL 2011 Intermediate Capability Handbook Service Offerings and Agreements ITIL 2011 Intermediate Capability Handbook , focusing on Chapter 2, and review your ITIL Foundation course materials Exam Information: Exam Information:

  • The ITIL Service Offerings and Agreements exam can be taken on the last day of the course (in-class), or any time after the course is completed via ProctorU (online) or at an eligible testing centre
  • Achieving the ITIL Intermediate Qualification: Service Offerings and Agreements certificate provides four credits toward your ITIL Expert certification
All-Inclusive

— ITIL Exam Success Package, After-Course Coaching, Exam Fee:

  • ITIL course attendees that would like to retake their ITIL exam must do so within 12 months of the original course date and will not be charged for their retake. If an attendee fails an exam and then two retakes, the attendee must re-attend the course before taking the exam again.

Course Outline

  • ITIL Service Offerings and Agreements (SOA): Introduction and Overview
  • The context in the service lifecycle of the SOA processes
  • Strategy management for IT services
  • Design coordination
  • Service Portfolio and Service Catalogue Management

Principles of service portfolio management

  • Relationship to the service catalogue and service pipeline
  • Thinking strategically
  • Achieving customer focus
  • Designing the service portfolio
  • Allocating resources
  • Linking business and IT services

Integrating the service catalogue

  • Purpose, goals and objectives
  • Technical and business service catalogues
  • Detailing operational services
  • Using key metrics and critical success factors
  • Producing a service catalogue
  • Service Level Management (SLM)

Service level management goals

  • The significance of SLM to the service lifecycle
  • How SLM creates business value
  • Analysing and explaining the scope of the process
  • Policies, principles and basic concepts of SLM

The service level management process

  • Negotiating Service Level Agreements (SLAs)
  • Deliverables, roles and responsibilities
  • SLAs, OLAs and review meetings
  • Service improvement plans
  • Monitoring service performance against SLAs
  • Demand and Supplier Management

Demand management

  • Activity-based demand management and business activity patterns
  • Managing capacity to maximise value
  • Identifying patterns of business activity
  • Connecting demand management to the service portfolio

Supplier management

  • Analysing the use of the supplier management process
  • Process, scope and objectives
  • Evaluating new suppliers
  • Supplier categorisation and maintenance of the supplier and contract database
  • Ensuring supplier performance
  • Contract management and administration
  • Financial Management for IT Services

How financial management contributes to the service lifecycle

  • Managing financial considerations
  • The scope, purpose and goals of the process
  • Basic concepts: funding, accounting and charging

Principles of financial management

  • Value to the business
  • Building a business case
  • Applying information management
  • Generating and disseminating information
  • Dealing with challenges and risks
  • Business Relationship Management (BRM)
  • The purpose, objectives and scope of BRM
  • Process activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • Critical success factors and key performance indicators
  • Roles and Responsibilities
  • Service portfolio management
  • Service catalogue management
  • Service level management
  • Supplier manager
  • Technology and Implementation Considerations
  • Technology implementation as part of implementing service management
  • Special technology functions related to SOA
  • Generic requirements and evaluation criteria
  • Good practices for implementation
  • Challenges, critical success factors and risks

Thinking about Onsite?

If you need training for 3 or more people, you should ask us about onsite training. Putting aside the obvious location benefit, content can be customised to better meet your business objectives and more can be covered than in a public classroom. It's a cost effective option.

Submit an enquiry from any page on this site, and let us know you are interested in the requirements box, or simply mention it when we contact you.

Upcoming Dates

  • GREEN This class is Guaranteed To Run.
  • SPVC - Self-Paced Virtual Class.
  • Click a Date to Enroll.
Course Location Days Cost Date
Buckinghamshire
Milton Keynes5 3989 £3989 2019-01-28
Buckinghamshire
Milton Keynes5 4489 £4489 2019-01-28
Dublin
Dublin5 4489 £4489 2019-02-04
Midlands
Birmingham5 1150 £1150 2019-02-04
Devon
Exeter5 1150 £1150 2019-02-04
Edinburgh
Edinburgh5 1150 £1150 2019-02-04
Bristol
Bristol5 1150 £1150 2019-02-04
Dublin
Dublin5 3989 £3989 2019-02-04
Midlands
Birmingham5 1245 £1245 2019-02-11
Midlands
Birmingham5 1795 £1795 2019-02-11
Edinburgh
Edinburgh5 3989 £3989 2019-02-18
Edinburgh
Edinburgh5 4489 £4489 2019-02-18
London
London5 2445 £2445 2019-02-18
London
London5 2445 £2445 2019-02-18
Virtual
Virtual5 1795 £1795 2019-02-20
Merseyside
Liverpool5 4489 £4489 2019-02-25
Merseyside
Liverpool5 3989 £3989 2019-02-25
Yorkshire
Leeds5 2989 £2989 2019-03-04
London
London5 2945 £2945 2019-03-04
London
London5 2945 £2945 2019-03-04
London
London5 2500 £2500 2019-03-04
Yorkshire
Leeds5 3489 £3489 2019-03-04
Manchester
Manchester5 2500 £2500 2019-03-11
Berkshire
Reading5 3989 £3989 2019-03-11
Berkshire
Reading5 4489 £4489 2019-03-11
Nottinghamshire
Nottingham5 4489 £4489 2019-03-11
Nottinghamshire
Nottingham5 3989 £3989 2019-03-11
Manchester
Manchester5 2500 £2500 2019-03-11
Manchester
Manchester5 1565 £1565 2019-03-18
Manchester
Manchester5 1565 £1565 2019-03-18
Cambridgeshire
Cambridge5 4489 £4489 2019-03-18
Cambridgeshire
Cambridge5 3989 £3989 2019-03-18
Onsite
Onsite5 2500 £2500 2019-03-24
Onsite
Onsite4 2000 £2000 2019-03-24
Onsite
Onsite5 2500 £2500 2019-03-24
London
London5 1795 £1795 2019-03-25
London
London5 1245 £1245 2019-03-25
Bristol
Bristol5 1150 £1150 2019-04-01
Devon
Exeter5 1150 £1150 2019-04-01
Midlands
Birmingham5 1150 £1150 2019-04-01
Edinburgh
Edinburgh5 1150 £1150 2019-04-01
Manchester
Manchester5 1245 £1245 2019-04-01
Manchester
Manchester5 1795 £1795 2019-04-01
Virtual
Virtual5 1795 £1795 2019-04-03
Bristol
Bristol5 3489 £3489 2019-04-08
Bristol
Bristol5 2989 £2989 2019-04-08
Yorkshire
Sheffield5 3989 £3989 2019-04-08
Yorkshire
Sheffield5 4489 £4489 2019-04-08
Midlands
Derby5 5999 £5999 2019-04-15
Cumbria
Carlisle5 6499 £6499 2019-04-15
Midlands
Wolverhampton5 5999 £5999 2019-04-15
Cheshire
Chester5 5999 £5999 2019-04-15
Hertfordshire
Watford5 5999 £5999 2019-04-15
Gloucestershire
Cirencester5 6499 £6499 2019-04-15
London
London5 5999 £5999 2019-04-15
Berkshire
Bracknell5 6499 £6499 2019-04-15
Wiltshire
Swansea5 5999 £5999 2019-04-15
Warwickshire
Warwick5 6499 £6499 2019-04-15
Devon
Plymouth5 6499 £6499 2019-04-15
Leicestershire
Hinckley5 6499 £6499 2019-04-15
Oxfordshire
Oxford5 5999 £5999 2019-04-15
Wiltshire
Swindon5 5999 £5999 2019-04-15
Surrey
Guildford5 5999 £5999 2019-04-15
Derbyshire
Burton upon Trent5 5999 £5999 2019-04-15
Essex
Colchester5 5999 £5999 2019-04-15
Kent
Tonbridge5 5999 £5999 2019-04-15
London
Bromley5 6499 £6499 2019-04-15
Cheshire
Crewe5 6499 £6499 2019-04-15
Midlands
Coventry5 5999 £5999 2019-04-15
Buckingshire
High Wycombe5 6499 £6499 2019-04-15
Leicestershire
Hinckley5 5999 £5999 2019-04-15
Leicestershire
Leicester5 6499 £6499 2019-04-15
Surrey
Guildford5 6499 £6499 2019-04-15
Middlesbrough
Teeside5 5999 £5999 2019-04-15
Berkshire
Bracknell5 5999 £5999 2019-04-15
Warwickshire
Warwick5 5999 £5999 2019-04-15
Wiltshire
Swansea5 6499 £6499 2019-04-15
Midlands
Wolverhampton5 6499 £6499 2019-04-15