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ITIL SOA Training & Certification at Bangalore

ITIL SOA Training & Certification at Bangalore

Ejipura, Bangalore

27,000

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About the Course


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
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About the Trainer

Chandresh Adhiya

IQM & Service Management Strategists Certified ITIL Expert, PMP, ISO 20000 & CobiT Certified,Practitioner for Six Sigma, ISMS & SCRUM


Experience Highlights:

Chandresh had been delivering various assignments based on various frameworks, best practices and standards like ITIL, CobiT, Six Sigma, PMBoK, ISO 27001, and SCRUM etc
• Professional Training and Development for ITIL v2/v3 and Assistance in Examination Preparation for Certification.
• Strategic Assessment, Improvement, and Design/Development of IT Operations Management and IT Service Management Programs/Frameworks.
• Enterprise Information Technology Service Management and Operations Framework Design, Development, and Improvement.
• Compliance Reviews and Audits of the Design and Implementation of Information Technology Organization Structure and Information Technology Processes, Policies, and Procedures.

Illustrative Experiences:

• Worked as an ITSM Strategist to design ITSM framework components based on ITIL v2/v3 and ISO 20000 for leading clients across Asia and in the Middle East region.
• Has many successful IQM based outcomes improvement projects to his credit
• Was involved in implementing ITSM Frameworks using various tools including OTRS, NagiOS, Remedy on different scales.
• Served in multiple IT management and operation roles starting from first level support, technical supervisor, IT project manager, to head of IT operations
• Has delivered ITIL Foundation, Practitioner, and Manager Certification trainings for national and multinational clients across various geographies, including the Middle East region, and prepared a total of more than 4000 attendees for ITIL certification exams.
Background:

• Spent over ten years in IT Service operations at various level starting from first level support to the technical supervisor managing entire team
• Spent one year heading of IT Operations for the organization along with implementing open source ticketing system OTRS. This ticketing system is now not only being utilized by IT department but all the support functions including Admin, HR and Accounts.
• After understanding various operational pressure and bottlenecks the need for service improvement lead to working on ITIL framework for over four years
• Besides having worked on ITIL Framework as trainer, consultant and implementer, have worked on various other practices like CobiT & Project Management
• Have done various assignments on ITIL / ISO 20000 & CobiT consulting and implementations along with various open source tools like OTRS & NagiOS. Have also got in-depth understating of Remedy tool
• Has led many process design & improvement initiatives by ensuring ROI objectives of organizations are met in the multi-vendor multiple geography environments
• Areas of Expertise/Specialization:
• Professional Training and Development for ITIL v2/v3 and Assistance in Examination Preparation for Certification.
• Strategic Assessment, Improvement, and Design/Development of IT Operations Management and IT Service Management
• Programs/Frameworks.
• Enterprise Information Technology Service Management and Operations Framework Design, Development, and
• Improvement.
• Compliance Reviews and Audits of the Design and Implementation of Information Technology Organization Structure and
• Information Technology Processes, Policies, and Procedures.
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Course Id: 9367