SkillMetrix:ITIL® V3 Intermediate Capability Module - Service Offerings & Agreements:The ITIL Intermediate Qualification: Service Offerings and Agreements (SOA) Certificate is a freestanding qualification, but is also part of the ITIL Intermediate Capability stream, and one of the modules that leads to the ITIL Expert in IT Service Management Certificate. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge of industry practices in Service Management as documented in the ITIL Service Lifecycle core publications. The ITIL Certificate in Service Offerings and Agreements is intended to enable the holders of the certificate to apply the practices during the Service Management Lifecycle.

Topics Covered

The context in the service lifecycle of the SOA processes from the service strategy stage (service portfolio management, demand management, financial management for IT services and business relationship management) ? Understand the reliance of these processes (service portfolio management, demand management, financial management for IT services and business relationship management) on the existence of a strategy. Understand the purpose and objectives, scope and value to business of the strategy management for IT services process ? The context in the service lifecycle of the SOA processes from the service design stage (service catalogue management, service level management, supplier management) ? Understand purpose and objectives, scope and value to business of the design coordination process ? How successful services depend on the customer’s perception of utility and warranty and the relevance to the SOA processes ? Understanding how the SOA processes are the starting point for understanding and identifying customer requirements ? Return on investment (ROI) and the business case and the relevance to the SOA processes Service Portfolio Management ? Introduction to the service portfolio and its relationship to the service pipeline and service catalogue ? The purpose and objectives of service portfolio management ? The scope of service portfolio management ? The value to the business of service portfolio management ? Policies, principles and basic concepts ? Process activities, methods and techniques ? Triggers, inputs, outputs and interfaces ? Information management ? Critical success factors and key performance indicators ? Challenges and risks ? Designing the service portfolio Service Catalog Management ? The importance of the service catalogue to the service lifecycle and its interface to the service portfolio ? The purpose and objectives of service catalogue management ? The scope of service catalogue management ? The value to the business of service catalogue management Policies, principles and basic concepts ? Process activities, methods and techniques ? Triggers, inputs, outputs and interfaces ? Information management ? Critical success factors and key performance indicators associated with the process ? Challenges and risks associated with the process ? Production of a service catalogue Service Level Management ? The importance of SLM to the service lifecycle ? The purpose and objectives of SLM ? The scope of SLM ? The value to the business of SLM ? Policies, principles and basic concepts ? Process activities, methods and techniques of SLM and how it relates to the service lifecycle. ? Triggers, inputs, outputs and interfaces ? Information management ? Critical success factors and key performance indicators associated with the process ? Challenges and risks associated with the process ? The content of SLAs and OLAs Demand Management ? The importance of demand management to managing services throughout the service lifecycle ? The purpose and objectives of demand management ? The scope of demand management ? The value to the business of demand management ? Policies, principles and basic concepts ? Process activities, methods and techniques ? Triggers, inputs, outputs and interfaces ? Information management ? Critical success factors and key performance indicators ? Challenges and risks Supplier Management ? The purpose and objectives of supplier management ? The scope of supplier management ? The value to the business of supplier management ? The principles and basic concepts ? Process activities, methods and techniques ? Triggers, inputs, outputs and interfaces ? Information management Critical success factors and key performance indicators ? Challenges and risks Financial Management ? The importance of the process to the service lifecycle ? The purpose and objectives of financial management for IT services ? The scope of financial management for IT services ? The value to the business of financial management for IT services ? Policies, principles and basic concepts ? Process activities, methods and techniques ? Triggers, inputs, outputs and interfaces ? Information management ? Critical success factors and key performance indicators ? Challenges and risks Business Relationship Management ? The purpose and objectives of BRM ? The scope of BRM ? The value to the business of BRM ? Policies, principles and basic concepts ? Process activities, methods and techniques ? Triggers, inputs, outputs and interfaces ? Information management ? Critical success factors and key performance indicators ? Challenges and risks Roles & Responsibilities ? Key roles and responsibilities of service portfolio management ? Key roles and responsibilities of service catalogue management ? Key roles and responsibilities of SLM ? Key roles and responsibilities of demand management ? Key roles and responsibilities of supplier management ? Key roles and responsibilities of financial management for IT services ? Key roles and responsibilities of BRM Technology & Implementation Consideration ? The generic requirements for technology to assist service design ? The evaluation criteria for technology and tooling for process implementation ? The good practices for practice and process implementation ? The challenges, critical success factors and risks related to implementing practices and processes ? How to plan and implement service management technologies

Who should attend

Target Group The target group of the ITIL Certificate in Service Offerings and Agreements is: • Individuals who have attained the v3 ITIL Foundation certificate in Service Management, or the v3 Foundation Bridge certificate and who wish to advance to higher level ITIL certifications • Individuals who require a deep understanding of ITIL Certificate in the Service Offerings and Agreement processes and how it may be used to enhance the quality of IT service support within an organisation • IT professionals that are working within an organisation that has adopted and adapted ITIL who need to be informed about and thereafter contribute to an ongoing service improvement programme • Operational staff involved in Service Portfolio Management; Service Catalogue Management; Service Level Management; Demand Management; Supplier Management; Financial Management and Business Relationship Management who wish to enhance their role-based capabilities. This may include but is not limited to, IT professionals, business managers and business process owners.

Pre-requisites

Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the v3 Foundation or v2 Foundation plus Bridge Certificate) which shall be presented as documentary evidence to gain admission.

What you need to bring

During the training we will provide you with: Hard Copy Student Handbook (Slide and note) Key concept guide (Prepared as per exam focusing on exam as per syllabus)"

Key Takeaways

Learning outcomes Following completion of this unit, the candidate will possess knowledge of: • The importance of Service Management as a Practice concept and Service Operation Principals, Purpose and Objective • The 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 processes, activities, methods and functions used in each of the ITIL Service Offerings and Agreement processes • How to use the ITIL Service Offerings and Agreement processes, activities and functions to achieve operational excellence • How to measure ITIL Service Offerings and Agreements • The importance of IT Security and its contributions to ITIL Service Offerings and Agreements • Technology and implementation considerations surrounding ITIL Service Offerings and Agreements • Challenges, Critical Success Factors and Risks associated to ITIL Service Offerings and Agreements