ITIL® Service Capability – Service Offerings and Agreements (SOA)

Length

5 days

Price

$4510.00 inc GST

Inclusions

Exam on day 5

Overview

This intermediate course builds on the general principles covered as part of the ITIL Foundation Certificate course and provides in-depth knowledge of the ITIL SOA topics as specified in the ITIL Service Capability curriculum. This includes Service Portfolio Management, Service Level Management, Service Catalogue Management, Demand Management, Supplier Management, Financial Management for IT Services and Business Relationship Management.

Examination

The SOA exam is challenging and consists of a complex multiple-choice, closed book paper of 8 questions, to be answered within 90 minutes. The pass mark is 70% or more. Two practice exam papers will be provided to assist with preparation. Successful candidates will be awarded 4 credits towards the ITIL Expert certification.

It is highly recommended that you spend some time each evening of this course reviewing and consolidating what you’ve learned, to be well prepared for the exam.

Key Topics

Detailed Info

Overview of SOA processes and basic principles
The value to the business of SOA activities
Service Portfolio Management
Service Level Management
Service Catalogue Management
Demand Management
Supplier Management
Financial Management for IT Services
Business Relationship Management
SOA Roles and Responsibilities
Technology and Implementation Considerations
Challenges, Critical Success Factors and Risks
CSI as a consequence of effective SOA

Skills Gained

Key Topics

Target Audience

Prerequisites

Industry Association Recognition

Skills Gained

Proven industry best practice provides knowledge on ITIL terminology, process structure, roles, functions and activities that will assist in understanding how the processes within Service Offerings and Agreements support the Service Lifecycle approach as described in ITIL.

The course provides participants with practical guidance about the important role of Service Offerings and Agreements in service provision and an understanding of how the processes interact with other Service Lifecycle processes.

Key Topics

Overview of SOA processes and basic principles
The value to the business of SOA activities
How the SOA processes rely on a good business case
How the SOA processes rely on a good understanding of return on investment (ROI)
Service Portfolio Management, which provides documentation for services and prospective services in business terms
Service Level Management, which sets up a service level agreement (SLA) structure and ensures that all SLAs have an underpinning support structure in place
Service Catalogue Management, which is concerned with the production and documentation of the service catalogue from a business and a technical viewpoint
Demand Management, which identifies patterns of business activity to enable the appropriate strategy to be implemented
Supplier Management, which ensures all partners and suppliers are managed in the appropriate way and includes contract management
Financial Management for IT Services, which includes ensuring understanding of the service value and the management of all financial considerations
Business Relationship Management, which ensures the customer’s requirements are correctly identified
SOA Roles and Responsibilities
Technology and Implementation Considerations
Challenges, Critical Success Factors and Risks
CSI as a consequence of effective SOA

Target Audience

The course is suitable for individuals who require an in-depth understanding of Service Offerings and Agreement processes and how this may be used to enhance the quality of IT service provision within an organisation.

We can also deliver and customise this training course for larger groups – saving your organisation time, money and resources. For more information, please contact us on 1800 853 276.

Prerequisites

A pass in the ITIL^® 4 or ITIL V3 or ITIL 2011 Foundation exam or the ITIL V2-V3 Bridging exam from either EXIN, ISEB/BCS or APMG. Proof will need to be provided before attending the course.

Candidates should have exposure to basic concepts in IT and related work experience of at least two years.

This course is based on material published in the ITIL v3 publications. Though ITIL 4 Foundation Certificate is an acceptable pre-requisite, we strongly recommend that any candidate whose exposure to IT Service Management is purely from ITIL 4 Foundation familiarise themselves with the differences between ITIL v3 and ITIL 4.

Industry Association Recognition

Project Management Institute (PMI)^®

Contact Hours: 35 hours
Professional Development Units (PDUs): 35 PDUs

Australian Institute of Project Management (AIPM)

Continual Professional Development (CPD) points: 10 points

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The supply of this course by DDLS is governed by the booking terms and conditions. Please read the terms and conditions carefully before enrolling in this course, as enrolment in the course is conditional on acceptance of these terms and conditions.

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Pre-Course Requirements

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Length

Price

Inclusions

Overview

Key Topics

Skills Gained

Key Topics

Target Audience

Prerequisites

Industry Association Recognition

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