ITIL Service Offerings & Agreements v2011
Course Length: Five Days
Description
ITIL is comprised of five core publications: Service
Strategy, Service Design, Service Transition, Service Operations
and Continual Service Improvement, promoting alignment with the
business as well as improving operational efficiency. The
official ITILŪ qualification scheme describes two streams, the
Service Lifecycle Stream and the Service Capability stream.
The Service Lifecycle stream focuses on ITIL practices within
the Service Lifecycle context. The prime focus is the Lifecycle
itself as well as the process and practice elements used within
it.
The Service Capability stream is for those who wish to obtain an
in depth understanding of ITIL processes and roles. Attention to
the Service Lifecycle is illustrated as part of the curriculum
but the primary focus is the on the process activities,
execution and use throughout the Service Lifecycle.
The ITILŪSOA (Service Offerings & Agreements) course is part of
the ITILŪIntermediate Capability certification stream. The
course prepares candidates to take the ITILŪService Offerings &
Agreements intermediate exam as well as providing valuable
knowledge that can be implemented in the workplace.
Objectives
At the end of this course, you will learn:
The purpose, goal and objectives of the Service Level Management
(SLM) process
The concept of Service Management as a practice
The functions & processes across the Lifecycle
The Service Portfolio and its relationship with the Service
Catalogue and Service Pipeline
The purpose, goal and objectives of Service Catalog Management
The purpose, goal and objectives of Demand Management
The purpose, goal and objectives of Supplier Management
The purpose, goal and objectives of Financial Management
Technology Implementation considerations
Audience
IT Managers, Operational staff, and anyone requiring a deeper
knowledge of or who are involved in the Service Offerings &
Agreements cluster of processes and functions.
Prerequisites
An ITIL Foundation certificate and preferably two years work
experience in an IT Service Management environment.
Credits
Upon successfully achieving the ITIL Service Offerings &
Agreements certificate, students earn 4 credits in the ITILŪ
qualification scheme.
Project Management Institute - Professional Development Units (PDUs)
= 35
About the Examination
Exam Format: Multiple choice, scenario-based, gradient scored
questions. Number of Questions: 8
Pass Score: 28/40 or 70% Exam Delivery: Online or paper based
Exam Duration: 90 minutes Open/Closed Book: Closed Book
Course Outline
1. INTRODUCTION
Introduction/Housekeeping
Service Management as a practice
Service, its value proposition and composition
Functions and process across the Lifecycle
Role of Processes in the Service Lifecycle
How Service Management creates business value
How the processes within Service Offerings and Agreement support
the Service Lifecycle
2. SERVICE PORTFOLIO MANAGEMENT
The Service Portfolio and its relationship with the Service
Catalog and Service Pipeline
How a Service Portfolio describes a provider's service and how
it relates the business service with the IT service.
Service Portfolio Management methods
3. SERVICE CATALOG MANAGEMENT
Purpose, goal, objectives & scope
Interface to the Service Portfolio
Difference between a Business and a Technical Service Catalog
Importance of the Service Catalog to the Service Lifecycle and
the business
Policies, principles and basic concepts
Metrics, challenges, Critical Success Factors and risks
Utilization of the Service Catalog by other processes and
functions
Producing a Service Catalog
4. SERVICE LEVEL MANAGEMENT
Purpose, goal, objectives& scope
Value to business and to the Service Lifecycle
Principles and basic concepts
Activities, methods and techniques and how it relates to the
Service Lifecycle. (including SLA structures and determining
Service Level Requirements)
Deliverables
Monitoring of service performance against SLAs
Metrics, challenges, Critical Success Factors and risks
associated with the process
Contents of SLAs, OLAs and review meetings
The interfaces to other processes and functions
5. DEMAND MANAGEMENT
The basic concepts of the process
Activity based Demand Management and business activity patterns
Interfaces to Service Portfolio
Managing demand for Service
6. SUPPLIER MANAGEMENT
Purpose, goal, objectives & scope
Importance of the process to the Service Lifecycle and how they
generate business value
Principles and basic concepts
Activities, methods and techniques of this process and how it
relates to the Service Lifecycle including evaluation of new
suppliers
Supplier Categorization and maintenance of the Supplier Database
Metrics, challenges, critical success factors and risks
7. FINANCIAL MANAGEMENT
Purpose, goal, objectives & scope
Service Valuation
Importance of the process to the Service Lifecycle and how they
generate business value
Basic concepts - funding, accounting and chargeback
Return on Investment and the business case
Activities, methods and techniques and the Service Lifecycle
Design and Implement a Financial Management process
8. BUSINESS RELATIONSHIP MANAGER
The role of Business Relationship Managers
9. ROLES AND RESPONSIBILITIES
Service Catalog Manager
Service Level Manager
Supplier Manager
10. TECHNOLOGY AND IMPLEMENTATION CONSIDERATIONS
Requirements for technology to assist Service Design
Evaluation criteria for technology and tooling for process
implementation
Practices for practice and process implementation
Challenges, Critical Success Factors and Risks
How to plan and implement Service Management technologies
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