ITIL® 2011: Service Offerings and Agreements – AXELOS and EXIN Accredited Training

Course Description

 

This course is an ITIL® accredited ATO and the course videos along with the exercises fulfill the 30 contact hours required to sit for your exam.

 

This Service Offerings & Agreements (SOA) course provides you with an intense and focused exploration of the new and modified topics in ITIL® 2011. The course is intended for those who work within a Service Management environment and require a deeper understanding of the concepts, processes and activities involved in the strategy, definition and documentation of services. The SOA concepts are shown how they may be used to enhance overall service quality, service provision and contribute to their organization’s ongoing service improvement program.

 

In This Course You Will Learn How To:

 

The main focus of this course is on the process activities and supporting methods and approaches to executing the SOA processes in a practical, hands-on learning environment. This course has a number of study units with practical application to reinforce the knowledge gained. These include:

  • The Service Lifecycle and Service Management as a practice: Understand the Service Lifecycle and the objectives and business value for each phase in the lifecycle; understand and articulate “service” and be able to explain the concept of Service Management as a practice
  • Basic Service Offerings & Agreement Principles: Understand the common principles and guidelines grounded in the Service Strategy and Design phases (e.g., a business case and ROI requirements) that will influence the performance of the SOA processes
  • Service Offerings & Agreement Processes: Understand and articulate the activities of the SOA processes as well as the activities shared across the lifecycle. Other areas of discussion include information management requirements, challenges, critical success factors and risks within each of the processes. The processes include:

Service Portfolio Management

Service Catalog Management

Service Level Management

Demand Management

Supplier Management

Financial Management

Business Relationship Management

  • Explore Technology and Implementation Consideration: Understand the role of technology to the SOA processes and explore concepts that have great impact on their implementation.

 

Prerequisites

 

ITIL® Foundations training is required prior to taking this course and it is highly recommended that all ITIL Intermediate Candidates have 2 to 4 years of Service Management Experience. If you plan on taking the ITIL® 2011: Service Offerings and Agreements certification exam, then you must have taken and passed the ITIL® Foundations exam (or v2, v3 or 2011equivalent) and present the certificate to the testing organization in order to sit for this exam.

 

Before attending training for the certification it is also strongly recommended that candidates read the ITIL Service Lifecycle core publications and, in particular, the ITIL Service Strategy and ITIL Service Design publications.

 

Outline

 

Module 00: ITIL© 2011: Service Offerings and Agreements - Course Introduction

 

Module 01: Service Management as a Practice

  • Components of the Service Lifecycle
  • What is a Service?
  • What comprises value?
  • What is Service Management?

 

Module 02: Processes, Functions and Generic Roles

  • Processes & Functions
  • Generic Roles

 

Module 03: Service Management Key Concepts

  • The 4Ps of Strategy
  • The 4Ps of Service Design
  • Portfolio Pipeline and Catalog

 

Module 04: Introduction to SOA

  • Strategy Management for IT Services
  • Design Coordination
  • Concepts underpinning SOA
  • Implementing Processes & Practices
  • Exercise: Sample Exam Question

 

Module 05: Exercise: Implementing Challenges, CSFS/KPIS and Risks

 

Module 06: Service Portfolio Management Part 1

  • Purpose & Objective
  • Value to the business

 

Module 07: Service Portfolio Management Part 2

  • Policies/Principles/Basic Concepts
  • Various Portfolios
  • Introduction to Activities

 

Module 08: Service Portfolio Management Part 3

  • Define
  • Analyze
  • Approve
  • Charter

 

Module 09: Service Portfolio Management Part 4

  • Roles
  • Triggers, Inputs/Outputs & Interfaces
  • Information Management
  • Metrics
  • Exercise: Sample Exam Question

 

Module 10: Service Catalog Management Part 1

  • Purpose & Objective
  • Value to the business
  • Policies/Principles/Basic Concepts

 

Module 11: Service Catalog Management Part 2

  • Activities
  • Roles
  • Triggers, Inputs/Outputs & Interfaces
  • Information Management
  • Metrics
  • Exercise: Sample Exam Question
  • Exercise: Write a Catalog Entry

 

Module 12: Business Relationship Management Part 1

  • Purpose & Objective
  • Value to the business
  • Policies/Principles/Basic Concepts

 

Module 13: Business Relationship Management Part 2

  • Activities
  • Roles
  • Triggers, Inputs/Outputs & Interfaces
  • Information Management
  • Metrics
  • Exercise: Sample Exam Question
  • Exercise: BRM Sources of Information

 

Module 14: Service Level Management Part 1

  • Purpose & Objective
  • Value to the business
  • Policies/Principles/Basic Concepts

 

Module 15: Service Level Management Part 2

  • Designing SLA frameworks
  • Negotiation
  • Service Reporting
  • Complaints and compliments

 

Module 16: Service Level Management Part 3

  • Roles
  • Triggers, Inputs/Outputs & Interfaces
  • Information Management
  • Metrics
  • Exercise: Sample Exam Question
  • Exercise: SLA Review

 

Module 17: Supplier Management Part 1

  • Purpose & Objective
  • Value to the business
  • Policies/Principles/Basic Concepts
  • Activities

 

Module 18: Supplier Management Part 2

  • Activities
  • Roles
  • Triggers, Inputs/Outputs & Interfaces
  • Information Management
  • Metrics
  • Exercise: Sample Exam Question

 

Module 19: Demand Management Part 1

  • Purpose & Objective
  • Value to the business
  • Policies/Principles/Basic Concepts
  • Activities

 

Module 20: Demand Management Part 2

  • Roles
  • Triggers, Inputs/Outputs & Interfaces
  • Information Management
  • Metrics
  • Exercise: Sample Exam Question

 

Module 21: Financial Management Part 1

  • Purpose & Objective
  • Value to the business
  • Policies/Principles/Basic Concepts

 

Module 22: Financial Management Part 2

  • Accounting
  • Cost Model
  • Cost Type, Elements, Classification
  • Depreciation

 

Module 23: Financial Management Part 3

  • Budgeting
  • Charging
  • Pricing and Billing

 

Module 24: Financial Management Part 4

  • Roles
  • Triggers, Inputs/Outputs & Interfaces
  • Information Management
  • Metrics
  • Exercise: Sample Exam Question
  • Exercise: Cost Model for a Desktop Environment

 

Module 25: Service Management Technology

  • Tool Selection Process
  • SD Tools
  • Plan & Implement SM Technologies
  • Exercise: Sample Exam Question

 

Module 26: Exam Tips

  • Understanding the exam process
  • Exam questions and grading
  • Taking the exam
  • Using the practice exams