ITIL Service Offerings and Agreements

The use of these materials assumes delivery by a properly accredited trainer through an appropriately certified training organization.  For further details on the process and requirements for accreditation, please contact your Logical Operations account manager.

Product Description

Course Length – 4 days

Course Description

Overview

The ITIL Intermediate certificate in Service Offerings & Agreements (SOA) is a course that can be run over four or five days (depending upon the requirements of the training group). Delegates attending this course will gain a comprehensive understanding of ITIL Service Management as it applies to the Service Offerings & Agreements processes, aligned to the current version, ITIL: 2011. Delegates will also prepare for and sit a 90 minute, complex multiple-choice examination. The course consists of lectures, detailed group exercises, discussions, examination technique training, mock examinations and culminates in an invigilated exam on the final day.

Course Objectives

The purpose of the ITIL Intermediate certificate in Service Offerings & Agreements is to certify that the delegate has gained a thorough and detailed knowledge of the SOA processes, the structure and advanced concepts, and has comprehended the essential principles of ITIL based SOA practices for Service Management. When the delegate has completed this course, they should be confident in their ability to approach core SOA activities, such as:

• Managing IT service offerings with certainty by focusing on the key ITIL processes needed to identify, define, cost, and manage services
• Manage customer expectations with realistic Service Level Agreements (SLAs)
• Ensure return on investment and service value through effective management of the service portfolio
• Define a service-based costing framework to support accurate pricing and cost recovery
• Define and manage an actionable service catalogue
• Integrate external providers as true partners into your service value network
• Established forecasted use of IT Services in support of demand management and resource balancing

Target Student

Who should attend this course and why is it beneficial to gain this certification?

Delegates attending this course must have successfully achieved the ITIL: 2011 Service Management Foundation Qualification; your certificate must be presented as documentary evidence to gain admission to this course. Although there is no mandatory requirement, ideally candidates should have at least two years professional experience working in IT Service Management.

The Service Offerings & Agreements Qualification would suit candidates working in the following IT professions or areas:

• General IT Management
• IT Finance Manager
• Capacity Manager
• Availability Manager
• Service Level Manager
• Business Continuity Manager
• Service Portfolio Manager
• Supplier Relationship Manager

The above list is a suggestion only; individuals may wish to attend based on their own career aspirations, personal goals or objectives. Delegates may take as few or as many Intermediate qualifications as they require, and to suit their needs.

Prerequisites

Delegates attending this course must have successfully achieved the ITIL: 2011 Service Management Foundation Qualification; your certificate must be presented as documentary evidence to gain admission to this course. Although there is no mandatory requirement, ideally candidates should have at least two years professional experience working in IT Service Management.

Course Content

A detailed listing of the course content and syllabus coverage for accredited courses.

This course will ensure delegates understand the value to the business of the SOA processes and their activities bring. There is an in-depth review of the key processes needed to support service offerings and agreements, and their associated activities, roles, responsibilities, challenges, risks and critical success factors:

• Strategy Management for IT Services: The process that establishes strategies for services upon which the other SOA processes depend
• Business Relationship Management: Ensures the customer’s requirements are correctly identified
• Financial Management: A strategic process that enables IT to generate service-based costing that, combined with perceived value for the service, results in a real, business-based price
• Demand Management: Understands demand for services and enables appropriate service strategies
• Service Portfolio Management: Manages the service portfolio which contains information about IT services from concept through implementation and production to retirement
• Service Level Management: Sets up Service Level Agreement (SLAs) and ensures that all SLAs have an underpinning support structure in place
• Service Catalogue Management: Provides the single source of information about agreed services and makes sure this information is communicated
• Demand Management: Identifies patterns of business activity to enable the appropriate strategy to be implemented
• Supplier Management: Ensures that suppliers support IT service targets and meet business expectations

Candidates will also learn the importance of and reliance upon a good business case and gain a good understanding of the Return on Investment (ROI) concept and techniques. As with all the Service Capability training courses there is a thorough review of ITSM technology and implementation considerations for the key processes in this area. There is also a review of the important considerations required for continual service improvement of these processes.