ITIL Intermediate: Service Offerings and Agreements

    

Summary:
This exam-preparatory course provides comprehensive coverage of SOA concepts within the IT Infrastructure Library (ITIL) V3. Through lectures and practice exam questions participants explore the concepts of good practice in IT Service Management based on the ITIL® V3 Framework.

The ITIL® Intermediate Qualification: Service Offerings and Agreements (SOA) Certificate, although a standalone qualification, yet is also part of the ITIL® Intermediate Capability stream, and one of the modules that leads to the ITIL® Expert in IT Service Management Certificate.

The ITIL® Certificate in Service Offerings and Agreements is intended to enable the course participants to apply the ITIL® best practices during the Service Management Lifecycle.

The course approach combines theoretical and hands-on knowledge transfer, including individual and group practical exercises.

Note

The success in achieving this certification is highly dependent upon participants' effort in doing their homework, and self-study before and during the program. Therefore, it is highly recommended that course participants purchase the appropriate OGC publication to complete at a minimum 12 hours of personal study by reviewing the syllabus and the pertinent areas of the ITIL® Service Management Practice core guidance, in particular Service Strategy and Service, Service Design and Service Transition publications.

Duration

This program is offered over a 5-day period where it combines theoretical and hands-on knowledge transfer, including individual and group practical exercises. The Minimum number of students per session is 6 where the maximum is 18.

This Five (5) days classroom training course with examination held on the afternoon of the 5th day is accredited by both LCS and EXIN examinations institutes.
The course includes approximately 30 hours of student-instructor interaction, a sample and a formal examination.
The format of the examination consists of a closed book paper of 8 multiple choice complex questions, to be answered within 90 minutes. (Candidates sitting the examination in English and who do not have English as their first language will be allowed additional 30 minutes to allow use of a dictionary). The pass mark will be 70% or more - 28 or more correct answers.

Delivery Methods

- Instructor led Classroom based
- Virtual Web based

Duration:
5 Days/Lecture & Lab

Audience:
The target group of the ITIL® Expert Qualification Service Offering and Agreement is:

-Individuals who require a deep understanding of ITSM/ITIL® Service Offerings and Agreement processes and how it may be used to enhance the quality of IT service support within an organization.
-IT professionals that are working within an organization that has adopted and adapted ITIL® who need to contribute to an ongoing service improvement program
-Operational staff involved in Service Portfolio Management; Service Catalogue Management; Service Level Management; Demand Management; Supplier Management; Financial Management and Business Relationship Management who wish to enhance their role-based capabilities.
-This may include but is not limited to, IT professionals, business managers and business process owners.

Topics:

• Introduction
• Service Portfolio Management
• Service Catalogue Management
• Service Level Management
• Demand Management
• Supplier Management
• Financial Management
• Business Relationship Manager
• Service Offerings and Agreement Roles and Responsibilities
• Technology and Implementation Considerations
• Summary, Exam Preparation and Directed Studies

Prerequisites:
Individuals who have attained and have a proof of one of the following certifications:

-V3 ITIL® Foundation certificate in Service Management; OR
-V2 Foundation plus the V3 Foundation Bridge certificate;

It is also strongly recommended that course participants:

-Possess 2 to 4 years professional experience working in IT Service Management
-Have exposure working in the service management capacity within a service provider environment, with responsibility emphasizing on at least one of the following management processes:
-Service Portfolio Management
-Service Catalogue Management
-Service Level Management
-Demand Management
-Supplier Management
-Financial Management





"ITIL® is a registered trade mark of the Cabinet Office"
"IT Infrastructure Library® is a registered trade mark of the Cabinet Office"
"The Swirl logo™ is a registered trade mark of the Cabinet Office"

Last Update: February 9, 2012