Blended ITIL Service Offerings and Agreements Capability Course (SOABL)

Course Description Schedule Course Outline
 

Who should attend

The Service Offerings and Agreements Capability course will be of interest to:

  • Individuals who have their ITIL Foundation certificate (or the ITIL v2 Foundation + v3 Foundation Bridge certificate) and want to purse the Intermediate and Advanced level ITIL certifications.
  • Individuals and/or operational staff who require a deep, practical understanding of the Service Offerings and Agreements processes and how they may be used to enhance the quality of IT service support within an organization.

Course Description

Fast Lane’s Blended Service Offerings and Agreements (SOA) training course uses an optimal mix of training methods to achieve your training and certification objectives in a way that is convenient, effective, and economical. Learners obtain the “knowing” component of the course by completing 10 hours of self-paced e-learning in their own time and at their own pace.

After completing the e-learning component of the course, the program taps into the natural strengths of the classroom. In 2.5 days, you learn to “apply” the knowledge through a combination of case studies, assignments, and role playing.

This ITIL Intermediate course immerses learners in the practical aspects of the ITIL Service Lifecycle and processes associated with the [subset of course title] of services and service delivery. The main focus of this course is on the operational-level process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment.

The Course includes the opportunity to take the exam at the end of class, and if necessary, Fast Lane will provide you with a free re-take.

Prerequisites

Candidates for this course must:

  • Hold an ITIL Foundation certificate or ITIL v2 Foundation + v3 Foundation Bridge certificate.
  • There is no minimum mandatory requirement but 2 to 4 years’ professional experience working in IT Service Management is highly desirable

It is also strongly recommended that candidates:

  • Can demonstrate familiarity with IT terminology; understanding the context of Service Offerings and Agreements management in their own business environment is strongly recommended.
  • Have exposure working in the Service Management capacity within a service provider environment, with responsibility emphasizing at least one of the following management processes: (Service Portfolio Management, Service Catalogue Management, Service Level Management, Demand Management, Supplier Management, and Financial Management).

It is recommended that candidates be familiar with the guidance detailed in the ITIL Service Lifecycle Practices core publications prior to attending training for this certification.

It is recommended that students should complete at least 12 hours of personal study by reviewing the syllabus and the associated areas of the ITIL Service Management Practice core guidance, particularly the Service Strategy and Service Design publications, in preparation for the examination. The syllabus can be downloaded from http://www.itil-officialsite.com/Qualifications/ITILV3QualificationScheme.asp.

Course Objectives

On completing this course, the learner will gain competencies in:

  • Understanding Service Management as a practice and how the processes within Service Offerings and Agreements support the Service Lifecycle.
  • Knowing the important role of Service Offerings and Agreements in service provision and understanding how the in-scope processes interact with other Service Lifecycle processes.
  • Comprehending the activities, methods, and functions used in each of the Service Offerings and Agreements processes.
  • Knowing how to apply Service Offerings and Agreements processes, activities, and functions to achieve operational excellence.
  • Measuring Service Offerings and Agreements performance.
  • Understanding the importance of IT security and how it supports Service Offerings and Agreements.
  • Understanding technology and implementation requirements in support of Service Offerings and Agreements.
  • Comprehending the challenges, Critical Success Factors, and risks related to Service Offerings and Agreements.

Comments

Practical Information About the Course

  • A maximum of 18 people can attend this course with 1 instructor; more students require a second instructor.
  • Learners have to provide their ITIL certificate numbers before the start of the course.
  • Learners are expected to complete the e-learning modules before joining the classroom/virtual classroom sessions as the classroom sessions build upon the knowledge provided in the e-learning modules.
  • Classroom/virtual classroom sessions run from 08:00 – 5:00 on days 1 and 2. The third day ends at 12.00.
  • After the classroom sessions, there is one more e-learning module to complete; this is the exam preparation module.
  • The exam is not part of the course and can be scheduled at a time and date convenient to the students.
  • The e-learning modules and virtual classroom environment require a high-speed Internet connection, Internet Explorer 7.0 or higher, a headset, and a microphone.
  • The instructor is available throughout the program to support learners with their e-learning modules. The instructor can be reached via telephone or e-mail.

Course Learner Material

  • Learners receive a copy of the classroom presentation material, practice exam, case study, homework, and assignments.
  • Learners receive a PDF with additional course reference material (about 600 pages). This material is formatted for an e-reader, allowing students to read it as an e-book.
  • Learners receive a login and password for the e-learning modules a few weeks before the (virtual) classroom course starts. The e-learning materials are available for 2 years after completion of the course.

About the Examination

  • Evidence of ITIL Foundation certificate or ITIL v2 Foundation + v3 Foundation Bridge certificate and completion of the Service Offerings and Agreements Capability course from an Accredited Training Provider is required to sit for the exam.
  • The exam is a closed-book exam with eight (8) multiple-choice, scenario-based, gradient-scored questions.
  • The exam duration is a maximum of 90 minutes for all candidates in their respective language (candidates sitting the examination in a language other than their first are allowed a maximum of 120 minutes and the use of a dictionary).
  • Each question has 4 possible answer options; one that is worth 5 marks, one that is worth 3 marks, one that is worth 1 mark, and one that is a distracter and receives no marks.
  • The pass score is 28/40 or 70%.

Credits

  • On successfully passing the ITIL Service Offerings and Agreements Capability exam, the student will be recognized with 4 credits in the ITIL Qualification scheme.
  • Project Management Institute – Professional Development Units (PDUs) = 30

Detailed Course Outline

UNIT 1: INTRODUCTION

  • Student and Instructor Introductions
  • Unique Nature of the Course
  • Course Learning Objectives
  • Course Agenda
  • Concept of Service Management
  • Concept of Service
  • Functions and Processes Across the Service Lifecycle
  • Roles in the Service Lifecycle
  • Business Value of Service Management
  • Support for the Service Lifecycle

UNIT 2: SERVICE PORTFOLIO MANAGEMENT

  • Service Portfolio and Its Relationships with the Service Catalogue and Service Pipeline
  • How a Service Portfolio Describes a Service Provider’s
  • Service Portfolio Management Methods
  • Group/Individual Exercise
  • Sample Test Question

UNIT 3: SERVICE CATALOGUE MANAGEMENT

  • Purpose, Goals, and Objectives
  • Scope of the Process
  • Policies, Principles, and Basic Concepts
  • Importance of the Service Catalogue to the Service Lifecycle and the Business
  • Difference between the Business and Technical Service Catalogues
  • Interface with the Service Portfolio
  • Key Metrics, Challenges, CSFs, and Risks Associated with the Process
  • Utilization of the Service Catalogue by Other Processes and Functions
  • Producing a Service Catalogue
  • Sample Test Question

UNIT 4: SERVICE LEVEL MANAGEMENT

  • Purpose, Goals, and Objectives of Service Level Management
  • Scope of the Process
  • Importance of SLM and Contribution to Business Value
  • Principles and Basic Concepts
  • Main Activities, Methods, Techniques, and Relationships with the Service Lifecycle
  • Deliverables
  • Monitoring Service Performance Against SLAs
  • Key Metrics, Challenges, CSFs, and Risks
  • Contents of SLAs, OLAs, and Review Meetings
  • Interfaces with Other Processes and Functions
  • Group/Individual Exercise
  • Sample Test Question

UNIT 5: DEMAND MANAGEMENT

  • Purpose and Goals
  • Basic Concepts
  • Activity-Based Demand Management and PBAs
  • Interfaces with the Service Portfolio
  • Managing Demand for Service
  • Group/Individual Exercise
  • Sample Test Question

UNIT 6: SUPPLIER MANAGEMENT

  • Purpose, Goal, and objectives
  • Scope of the Process
  • Importance of Supplier Management and Contribution to Business Value
  • Principles and Basic Concepts
  • Main Activities, Methods, Techniques, and Relationships with the Service Lifecycle
  • Supplier Categorization and Maintenance of the Supplier Database
  • Key Metrics, Challenges, CSFs, and Risks Associated with the Process
  • Inputs and Outputs
  • Group/Individual Exercise
  • Sample Test Question

UNIT 7: FINANCIAL MANAGEMENT

  • Purpose, Goals, and Objectives
  • Scope of the Process
  • Concepts of Service Valuation
  • Importance to the Service Lifecycle and Contribution to Business Value
  • Basic Concepts – Funding, Accounting, and Chargeback
  • ROI and Business Case
  • Activities, Methods, Techniques, and relationships with the Service Lifecycle
  • Designing and Implementing a Financial Management Process
  • Group/Individual Exercise
  • Sample Test Question

UNIT 8: BUSINESS RELATIONSHIP MANAGER

  • Purpose and Goals
  • Role of BRMs
  • Group/Individual Exercise
  • Sample Test Question

UNIT 9: ROLES AND RESPONSIBILITIES

  • Purpose and Goals of Service Roles and Responsibilities
  • Roles and Responsibilities of the Service Catalogue Manager
  • Roles and Responsibilities of the Service Level Manager
  • Roles and Responsibilities of the Supplier Manager
  • Group/Individual Exercise
  • Sample Test Question

UNIT 10: TECHONOLOGY AND IMPLEMENTATION CONSIDERATIONS

  • Purpose and Goals
  • Generic Technology Requirements to Assist in SOA
  • Evaluation Criteria for Technology and Tools for Process Implementations
  • Good Practices for Practice and Process Implementation
  • Challenges, CSFs, and Risks In Implementing Practices and Processes
  • Planning and Implementing Service Management Technologies
  • Group/Individual Exercise
  • Sample Test Question

UNIT 11: EXAM PREPARATION GUIDE

  • Mock Exam 1
  • Mock Exam 2
Classroom Training

Duration 2.5 days

Price
  • United States: US$ 2,895
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Online Training

Duration 2.5 days

Price
  • United States: US$ 2,895
Enroll now