ITIL Capability - Service Offerings & Agreements (SOA) - 2011 Edition

This 5 day course delves into the practical aspects of the ITIL^®(2011 Edition) Service Lifecycle and processes relating to the Service Offerings & Agreements for IT Services. The requirements, activities, methods and approaches for implementing and managing these processes will be covered in a practical, hands-on learning environment through the use of our quality course material and an engaging scenario-based case study

Who Should Attend:

This course is intended for individuals and IT professionals who require a deeper understanding of the ITIL^® Service Offerings & Agreements processes and how they may be used to enhance the overall quality of IT Service support and delivery. It is also suitable for operational staff who wish to enhance their role-based capabilities.

Prerequisites:

To attend this course, participants must have first obtained the ITIL V3 Foundation Certificate or V2 Foundation plus V3 Foundation Bridge Certificates. Students are also advised to read the ITIL^® Service Lifecycle core publications prior to the commencement of this course, or the sections relating to the Service Offerings & Agreements processes in particular.

What You Will Learn:

An introduction to Service Offerings and Agreements
Service Portfolio Management - documenting services provided in business terms
Service Catalogue Management - business & technical service catalogues
Service Level Management - define and manage service level agreements
Demand Management - identifies patterns of business activity for services
Supplier Management - management of all suppliers, partners & contracts
Financial Management - ensures service value is understood & managed
Business Relationship Managers - represents customers needs & requirements
Service Offerings & Agreements roles and responsibilities
Technology & implementation considerations

ITIL Processes Covered:

Service Portfolio Management
Service Catalogue Management
Service Level Management
Demand Management
Supplier Management
Financial Management

Examination:

This course concludes with a 90 minute examination, consisting of 8 multiple choice, scenario-based, gradient scored questions. Each question will have four possible answer options, one is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark and one which is a distractor and achieves no marks. Students must achieve a score of 28 out of 40 (or 70%) in order to have passed this examination.

Successfully attaining the ITIL^® Intermediate Certificate for Service Offerings & Agreements provides 4 credits towards the maximum 22 required in order to achieve the ITIL^® Expert qualification.