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ITIL® Service Offerings & Agreements

Duration: 5 days                         

Price: From £1,349 per delegate (excluding VAT)                           
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Course Outline

The ITIL Intermediate Certificate in Service Offerings and Agreement (SOA) forms part of the Capability series of Intermediate certification modules, which can be taken as stand-alone qualifications or with a view to amassing sufficient credits to gain the ITIL Service Management Expert qualification. It will give candidates a deep level of understanding of the Service Offerings and Agreement processes across the Service Lifecycle.

The course is inclusive of courseware, examinations, refreshments, post course tutor support, and pass guarantee.

Course Overview:

This course will enable delegates with a Foundation-level knowledge of IT Service Management to apply good practice across the Service Lifecycle in processes pertaining to Service Offerings and Agreement.

The course is interactive, combining presentation sessions and group exercises, with plenty of opportunity for questions and discussion. There is approximately 21 hours of pre-course study which is required in preparation for this course. On completion of the course and the required personal study, delegates will be able to sit the ITIL Intermediate examination in Service Offerings and Agreement worth 4 credits.

Event Registration

Below is a list of all events that are currently open for registration. Click on the event name to proceed.

Event Date Price
ITIL® >> Intermediate Capability Stream
ITIL Release, Control & Validation (RCV)
 Location:  London Monument *
DT_VIEW_DETAILRegisterEnquire
Start: 04-08-2014
 End:  08-08-2014
£ 1419.00
ITIL Operational Support & Analysis (OSA)
 Location:  London Citypoint
DT_VIEW_DETAILRegisterEnquire
Start: 11-08-2014
 End:  15-08-2014
£ 1419.00
ITIL Service Offerings & Agreements (SOA)
 Location:  London Monument *
DT_VIEW_DETAILRegisterEnquire
Start: 01-09-2014
 End:  05-09-2014
£ 1419.00
ITIL Release, Control & Validation (RCV)
 Location:  London Monument *
DT_VIEW_DETAILRegisterEnquire
Start: 06-10-2014
 End:  10-10-2014
£ 1419.00
ITIL Operational Support & Analysis (OSA)
 Location:  London Citypoint
DT_VIEW_DETAILRegisterEnquire
Start: 13-10-2014
 End:  17-10-2014
£ 1419.00

Course Content:

1. Introduction to Service Offerings and Agreement

  • SOA in the Context of the Service Lifecycle and Service Design
  • Purpose, Objectives, Scope and Value of the Design Coordination Process
  • Customer’s Perception of Utility and Warranty
  • SOA and Identifying Customer Requirements
  • Business Case and ROI

2. Service Portfolio Management

  • Relationship with Service Catalogue and Service Pipeline
  • Purpose, Objectives, Scope and Value
  • Policies, Principles and Basic Concepts
  • Activities, Methods and Techniques
  • Triggers, Inputs, Outputs and Interfaces
  • Information Management
  • CSFs and KPIs
  • Challenges and Risks
  • Designing the Service Portfolio

2. Service Catalogue Management

  • Importance of the Service Catalogue
  • Purpose, Objectives, Scope and Value
  • Policies, Principles and Basic Concepts
  • Activities, Methods and Techniques
  • Triggers, Inputs, Outputs and Interfaces 
  • Information Management 
  • CSFs and KPIs
  • Challenges and Risks
  • Producing a Service Catalogue

3. Service Level Management

  • Importance of SLM in the Service Lifecycle
  • Purpose, Objectives, Scope and Value
  • Policies, Principles and Basic Concepts
  • Activities, Methods and Techniques
  • Triggers, Inputs, Outputs and Interfaces
  • Information Management
  • CSFs and KPIs
  • Challenges and Risks
  • Content of SLAs and OLAs

4. Demand Management

  • Importance of Demand Management in the Service Lifecycle
  • Purpose, Objectives, Scope and Value
  • Policies, Principles and Basic Concepts
  • Activities, Methods and Techniques
  • Triggers, Inputs, Outputs and Interfaces
  • Information Management
  • CSFs and KPIs
  • Challenges and Risks

5. Supplier Management

  • Purpose, Objectives, Scope and Value
  • Policies, Principles and Basic Concepts
  • Activities, Methods and Techniques
  • Triggers, Inputs, Outputs and Interfaces
  • Information Management
  • CSFs and KPIs
  • Challenges and Risks

Course Objectives:

This course will enable participants to:

  • Understand SOA processes and basic principles and their value to the business;
  • Appreciate how the SOA processes rely on a good business case and rely on a good understanding of return on investment (ROI);
  • Perform processes across the Service Lifecycle pertaining to Service Offerings and Agreements;
  • Define SOA roles and responsibilities; and
  • Understand technology and implementation considerations and the associated challenges, critical success factors and risks.

Who Will Benefit?

This course is aimed at individuals who have attained the ITIL Foundation certificate in Service Management and who wish to advance to higher level ITIL certifications. It will give delegates a deep understanding of Service Offerings and Agreement processes and how they may be used to enhance the quality of IT service support.

Individuals who may find this course of interest include IT professionals that are working within an organisation that has adopted and adapted ITIL and who need to be informed about and contribute to an ongoing service improvement programme, as well as operational staff involved in Service Portfolio Management, Service Catalogue Management, Service Level Management, Demand Management, Supplier Management, Financial Management and Business Relationship Management, and who wish to enhance their role-based capabilities.

Examination:

  • Eight complex multiple-choice questions (multi-part, scenario-based, gradient-scoring), closed book
  • 90 minutes
  • 70% pass mark

Pre-Requisite:

Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management which must be presented as documentary evidence to gain admission

Candidates who hold the following ITIL qualifications are also eligible, and similar evidence will be required:

  • Earlier ITIL (v2) Foundation plus Foundation Bridge
  • ITIL Expert Certificate in IT Service Management (achieved via Service Manager or Practitioner bridging routes).

Courseware:

Delegates will receive a comprehensive pre-course preparation pack and detailed course slides and notes. Delegates will also receive a copy of FGI’s ITIL Intermediate Certificate in Service Offerings and Agreement courseware, along with the required extracts from the relevant ITIL Core Volumes.

Private On-Site Training:

This course can also be taught privately at your workplace by our accredited trainers, for more information read about our on-site training.

If you would like more information on this course, please Contact Us.

¹ Certain conditions apply – ask your Account Manager for details.

 

 

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