ITIL V3 Intermediate Qualification: Service Offerings and
Agreements (SOA) - LQITILSOA
Test Voucher not included with this
course
You Will Learn How To
- Prepare for and take the ITIL Practitioner: Service Offerings
and Agreements Exam
- Outline key activities for the Service Offerings and Agreements
processes in the context of the Service Lifecycle
- Achieve operational excellence by using the Service Offerings
and Agreements processes, activities and functions
- Measure the success of Service Offerings and Agreements 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 Service Offerings and
Agreements processes and gain the skills required to take the ITIL
Practitioner: Service Offerings and Agreements Certification
Exam.
Prerequisite
The ITIL v3 Foundation Certificate (or v2-v3 bridge equivalent)
is required to take the ITIL Certification Exam on the final
day
Exam Entry Criteria
- Candidates must hold the ITIL v3 Foundation Certificate or the
v3 Foundation Bridge Certificate.
- Can demonstrate familiarity with IT terminology and understand
the context of Service Offerings and Agreements management in their
own business environment.
- Have exposure working in the Service Management capacity within
a service provider environment, with responsibility emphasizing at
least one of the following Service Management processes: Service
Portfolio Management, Service Catalog Management, Service Level
Management, Demand Management, Supplier Management and Financial
Management.
Course Outline
Introduction and Overview
- Service Management as a practice
- Role of processes in Service Management
- How Service Management creates business value
Service Portfolio and Service Catalog
Management
Principles of Service Portfolio Management
(SPM)
- Thinking strategically: SWOT
- Achieving customer focus
- Pricing and chargeback models
- Allocating resources
- Relationship between Service Catalog and service pipeline
- 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 Management goals
- The significance of SLM to the Service Lifecycle
- How Service Level management creates business value
- Analyzing and explaining the scope of the process
The Service Management process
- Principles and basic concepts of SLM
- Negotiating Service Level Agreements (SLAs)
- Deliverables, roles and responsibilities
- SLAs, OLAs and review meetings
- Planning for Service Improvement Projects (SIPs)
- 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
- Supplier Categorization and maintenance of the Supplier
Database (SD)
- Ensuring supplier performance
- Contract administration
- Contract management
Financial Management
How Financial Management contributes to the Service
Lifecycle Operation
- Managing financial considerations
- The scope, purpose and goals of the process
- Basic concepts: funding, accounting and chargeback
Principles of Service Economics
- Budgeting, accounting and charging
- Service valuation
- Building a business case
- Enabling service demand modeling and management
- Generating and disseminating information
- Dealing with complex chargeback issues
Roles and Responsibilities
- Business Relationship Management: the role of business
relationship managers
- 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 Service Offerings and
Agreements
- Generic requirements and evaluation criteria
- Good practices for implementation
- Challenges, critical success factors and risks