ITIL^® Intermediate Qualification:
Service Offerings and Agreements

Course 998 • 5 Days

E-mail E-mail Print Print Q&A Q&A PDF PDF Facebook Twitter Twitter

You Will Learn How To

Prepare for and take the ITIL Intermediate Qualification: Service Offerings and Agreements Exam
Outline key activities for the service offerings and agreements (SOA) processes in the context of the service lifecycle
Achieve operational excellence by using the SOA processes, activities and functions
Measure the success of SOA by applying key metrics

Course Benefits

By implementing ITIL service offerings and agreements best practices, IT departments can ensure high levels of customer satisfaction by integrating demand and supplier management with the service portfolio and service catalog. In this course, you learn how to plan, implement and optimize the SOA processes and gain the skills required to take the ITIL Intermediate Qualification: Service Offerings and Agreements Certification Exam.

Who Should Attend

This course is valuable for those who want to achieve ITIL Intermediate Qualification: Service Offerings and Agreements certification. The ITIL Foundation Certificate (or v2-v3 bridge equivalent), or the ITIL Expert Certificate achieved via a bridging route, is required to attend this course and take the ITIL Certification Exam on the final day.

Workshop Course

In this course, you gain knowledge of the SOA processes. Workshops include:

Drafting a service catalog
Estimating costs and performing cost analyses
Developing a service-based SLA template
Critiquing SLAs and operational level agreements (OLAs)
Creating role descriptions for SOA processes

Important Course Information

Precourse reading required
Approximately 1 hour of home study each evening
Course includes a high degree of practical assignment work
Course fee includes the ITIL Intermediate Qualification: Service Offerings and Agreements Certification Exam
The ITIL Foundation Certificate is required to attend this course and take the ITIL Certification Exam on the final day

Exam Entry Criteria

Candidates must hold the ITIL v3 Foundation Certificate, the v3 Foundation Bridge Certificate or the ITIL Expert Certificate achieved via a bridging route. Two to four years of professional experience working in IT service management is highly desirable.

It is also recommended that candidates:

Can demonstrate familiarity with IT terminology and understand that the context of service offerings and agreements management within their own business environment is strongly recommended;
Have experience working in the service management capacity within a service provider environment, with responsibility for at least one of the following management processes and activities: service portfolio management, service catalog management, service level management, demand management, supplier management, financial management for IT services, and business relationship management; and
Complete at a minimum 12 hours of personal study by reviewing the syllabus and the pertinent areas within the ITIL Service Strategy and ITIL Service Design core guidance in preparation for the examination, specifically Chapter 2: Service management as a practice.

Course 998 Content

Introduction and Overview

The context in the service lifecycle of the SOA processes
Strategy management for IT services
Design coordination

Service Portfolio and Service Catalog Management

Principles of service portfolio management

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

Integrating the service catalog into the service portfolio

Purpose, goals and objectives
Technical and business service catalogs
Detailing operational services
Using key metrics and critical success factors
Producing a service catalog

Service Level Management (SLM)

Service level management goals

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

The service level management process

Process activities and how they relate to the service lifecycle
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 maximize value
Identifying patterns of business activity
Connecting demand management to the service portfolio

Supplier management

Analyzing the use of the supplier management process
Process, scope and objectives
Evaluating new suppliers
Supplier categorization 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 catalog 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

<< Back to ITIL® & IT Service Management Course List

Related Courses

ITIL^® and The Swirl logo^TM are Registered Trademarks of the Cabinet Office.

Learning Tree AnyWare^TM is a trademark of Learning Tree International, Inc. in the United States and other countries, and is covered by a patent application pending in the United States.