Service Offerings and Agreements
ITIL V3 Capability Course SOA - Service Offerings and Agreements - Accredited
The primary goal of IT Service Management is to deliver quality IT services that enable desired business outcomes. To do this, service providers often face a precarious balancing act of managing customer relationships and requirements, understanding and managing demand and patterns of business activities, aligning internal and external suppliers and maintaining fiscal responsibility and sound IT investments. The ITIL® Version 3 (V3) Capability Course - Service Offerings and Agreements (SOA) - provides the best practice process knowledge required to navigate these waters towards the safe harbor of customer satisfaction and continual service improvement.
Embedded into the five (5) day SOA course is our unique virtualization, Living the Lifecycle®. Woven through all of Service Management Dynamix/ITSM Academy's ITIL® V3 Certification classes, this virtualization brings V3 processes and concepts to life. Within a virtual business environment, as a group, we will introduce a service and then follow it from strategic decision through implementation.
This virtualization successfully enables active learning by encouraging the participants to:
- Discuss and understand pure ITIL® concepts
- Apply concepts to a "neutral" real world situation
- Learn different perspectives
- Reinforce examinable concepts
Prerequisites:
- The ITIL® Version 3 Foundation Certification in IT Service Management - obtained through ITIL® V3 Foundation or Foundation Bridge Course
- Two (2) to four (4) years professional experience with service management
- Learners must complete at least 21 hours of personal study by reviewing the Service Design and Service Strategy publication
Exam & Certification:
Successfully passing the 90 minute, exam consisting of eight (8) complex, multi-part, multiple-choice scenario-based gradient scored questions leads to the ITIL Intermediate Qualification: Service Offerings and Agreements Certificate.
ITIL Expert™:
Earn 4 credits of the 22 required to achieve the ITIL Expert™ Certification.
Project Management Institute (PMI) Professional Development Units (PDUs): ITSM Academy is recognized by PMI as a Global R.E.P. Project Management Professionals earn 38 contact hours or PDUs upon completion of this course.
Audience:
The primary audiences is IT Professionals, IT Process Owners, Business Managers and Business Process Owners requiring deep role-based knowledge of, or are involved in, Service Portfolio Management, Service Catalog Management, Service Level Management, Demand Management, Supplier Management, Financial Management and Business Relationship Management.
Instructors:
As with all Service Management Dynamix/ITSM Academy Training, our instructors have successful track records as IT professionals and bring that acumen into the classroom. Utilizing the highest quality content, our trainers blend their real life experiences into lively classroom discussion.
Trainers for this course are ITIL Expert™ and / or SOA Certified and have successfully completed ITSM Academy's SOA Train-the-Trainer Program.
Learning Objectives:
At the end of this course, learners will be able to identify the processes across the Service Lifecycle pertaining to Service Offerings and Agreements including:
- Service Portfolio Management
- Service Catalogue Management
- Change Management, Service Asset and Configuration Management, Knowledge Management, Release Management, Service Validation and Testing, Evaluation and Request Fulfillment
- Service Level Management
- Demand Management including Patterns of Business Activity
- Supplier Management
- Financial Management
- Business Relationship Management
- Operational activities of these processes covered in other Lifecycle phases such as Incident and Change Management
- Organizing for Service Operation Functions that perform SOA activities
- SOA roles and responsibilities
- Technology and implementation considerations
- Challenges, critical success factors and risks
- Continual Service Improvement
The detailed information about Service Portfolio Development Service Economics and Demand Management expands the applicability of this course beyond the IT Management Focus of the v2 Practitioner Agree and Define Course it replaces. Business Service Owners, IT and Business Program Managers, and Strategic Planners now have something to gain from this course, and the varied experiences and perspectives of attendees from beyond IT will enrich the learning experience for the IT professionals who attend, and create opportunities for collaboration that can bring about real Business IT integration.
Understanding the processes of Service Level, Service Catalogue and Supplier Management will enable non-IT managers to contribute more effectively to creating business justified IT service requirements.
Course / Student Material:
- Five (5) Days Instructor Led Training and Exercise Facilitation (38 Class Hours/12 Study Hours)
- Learner Manual (excellent post-class reference)
- Study aids and sample exams
- Participation in Living the Lifecycle®, ITSM Academy's unique series of case study-based exercises
- Exam Preparation
- In-Class Exam
Notes:
- The SOA exam is a very challenging test. This course requires a minimum 21 hours of personal study, including pre-reading.
- Upon registration, learners will be provided the pre-course reading list which includes the case study and process chapters from the appropriate ITIL® book(s).
- Learners need access to the full suite for the pre-reading and will need to bring the Service Design and Service Strategy books to class.
- The textbooks are NOT included with purchase of this course.
- Maximum Learners per Class is 16.
ITIL Foundation certification is required to take the Exam. Proof of certification must be provided a minimum 2 weeks prior to the start of class.
Last modified: March 25, 2011, 4:14 pm