ITIL® v3: Service Offerings & Agreements
3 days non residential
ITILv3 Capability Stream Module
This course is aimed as those IT professionals who have a working need to understand and relate business requirements to the services IT provide and those responsible for agreeing and managing IT services. It may also be of interest to business managers seeking to develop a stronger working dialogue with their IT provider. The course will take participants through the entire lifecycle of developing an offering from understanding the business need, the potential demand for the service, development of the service portfolio, service catalogue, service level agreements through to supplier and relationship management.
The Service Capability series is focused on role based clusters in a modular set, each with a certification. Each cluster contains groupings of processes and roles from within ITIL IT Service Management, intended to offer candidates a balanced knowledge of ITIL practices which have direct interaction and dependencies in their daily use.
This Service Offerings and Agreements module focuses on:
- Service Portfolio Management
- Service Level Management
- Service Catalogue Management
- Demand Management
- Supplier Management
- Financial Management
Course Objectives
Candidates completing the course can expect to gain an understanding of Service Offerings & Agreements (SOA) and its importance to the provision of service and the achievement of operational excellence.
This includes:
- competency in the principles, objectives, processes, activities, methods & functions employed within SOA and how they interact with the rest of the Lifecycle
- an appreciation of the technology considerations for SOA
- an awareness of the implementation considerations for SOA
- insight into the operational challenges, risks and critical success factors associated with SOA
- recognition of how to measure SOA
Who will the course benefit?
- Individuals who require a detailed understanding of Service Offerings & Agreements processes and how they may be implemented to enhance the quality of IT service provision within an organisation
- 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
- IT professionals operating as Service Improvement stakeholders within an ITIL aligned organisation
- individuals seeking the ITIL Expert certification in IT Service Management
This includes but is not limited to IT Professionals, IT Operational Practitioners, Business Managers and Process Owners.
Pre-Requisites
Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the V3 Foundation or v2 Foundation plus Bridge Certificate). Please note that documentary evidence of this qualification and photographic ID will be required prior to sitting the examination. It is also strongly recommended that candidates be able to demonstrate a familiarity with IT terminology and understand the context of Service Offerings & Agreements management in their own business environment In addition it is suggested that candidates have some experience of working in a service management capacity within a service provider environment, with responsibility relating to at least one of the ITIL processes of Service Portfolio Management, Service Catalogue Management, Service Level Management, Demand Management, Supplier Management or Financial Management.
Course Content
Introduction to Service Offerings & Agreements (SOA)
service as a concept (the role of utilities, warranties, capabilities & resources)
service as a value proposition & value composition
the ITIL processes, functions and roles
the SOA processes and how they interact across Lifecycle
the value to the business
Service Portfolio Management (SPM)
SPM methods
SPM and the Service Catalogue & Service Pipeline
describing a service in the context of business service
Service Catalogue Management (SCM)
the purpose, goal, objectives and scope of the process
the business value of the process and the Service Catalogue
process policies, principles and basic concepts
the interface with SPM
the Service Catalogue (business & technical) in the Lifecycle
challenges, key metrics, critical success factors & risks
Service Level Management
the purpose, goal, objectives and scope of the process
the business value of the process
process policies and basic concepts
the interface with the other processes & functions
the deliverables of the process
SLAs, OLAs & Review Meetings
monitoring service performance
challenges, key metrics, critical success factors & risks
Demand Management
the process concepts
the interface with SPM
activity based demand
managing demand
patterns of business activity
Supplier Management
the purpose, goal, objectives and scope of the process
the business value of the process
process policies, principles and basic concepts
the process activities, methods & techniques
evaluating new suppliers
supplier categorisation & the Supplier Database
process inputs & outputs
implementation planning
challenges, risks and critical success factors for the process
Financial Management
the purpose, goal, objectives and scope of the process
the business value of the process
Service Valuation
funding, accounting & charge back
the Business Case & Return on Investment (ROI)
the process activities, methods & techniques
designing & implementing the process
Roles & Responsibilities
the key roles & responsibilities of the Business Relationship Manager , the Service Catalogue Manager, the Supplier Manager & the Service Level Manager
Technology & Implementation Considerations
generic requirements
evaluation criteria for technology and tools
how to implement Service Management technologies
practices for process implementation
challenges, critical success factors & risks of implementation
Examinations
The training includes detailed preparation for the examination which will be held at the end of Day Five.
A 90 minute, multiple choice paper featuring eight scenario-based, gradient scored questions.
Each question will have 4 possible answer options, one of which is worth 5 marks (the 'correct' answer), one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks.
In order to qualify for a pass, candidates must achieve a minimum of 28/40 (70%).
Notes
Candidates are strongly encouraged to read the ITIL Service Lifecycle core publications in advance of attending the training with particular focus on the two books of ‘Service Strategy’ and ‘Service Design’.
(ISBN 978-0-11-331045-6 & ISBN 978-0-11-331047-0).
Follow-on Courses
These certificates will be of interest to delegates working with the processes and areas listed above; it is also a module for delegates working towards the ITIL Expert Certification via the Capability Stream.
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