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The ITILŪ Intermediate Qualification: Service Offerings & Agreements (SOA) Certificate, although a stand alone qualification, yet is also part of the ITILŪ Intermediate Capability stream & one of the modules that leads to the ITILŪ Expert in IT Service..


 
Course Outline
The ITIL® Intermediate Qualification: Service Offerings and Agreements (SOA) Certificate, although a stand alone 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.

ITIL® is a world wide Registered Trade Mark, and a Registered Community Trade Mark, of the Office of Government Commerce (OGC) and is registered in the US Patent and Trade Mark Office. Acend is in partnership with Ahead Technology Inc. to deliver ITIL® accredited courses. Ahead Technology Inc. is an LCS® ATO.

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.

Content and Objectives Through a series of lectures designed at achieving a clear understanding of the ITIL® Best Practice lifecycle approach and through various exercises, assignments and discussions, participants will gain the necessary knowledge enabling them to capture:
·        Service Management as a Practice
·        Processes across the Service Lifecycle pertaining to the Service Offerings and Agreement curriculum, such as:
o   Service Portfolio Management which provides documentation for services and prospective  services in business terms
o   Service Catalogue Management which is concerned with the production and documentation of the Service Catalogue from a business and a technical viewpoint
o   Service Level Management which sets up a Service Level Agreement (SLA) structure and ensures that all SLAs have an underpinning support structure in place
o   Demand Management which identifies Patterns of Business Activity to enable the appropriate strategy to be implemented
o   Supplier Management which ensures all partners and suppliers are managed in the appropriate way and includes contract management
o   Financial Management which includes ensuring understanding of the service value and the management of all financial considerations
o   Business Relationship Managers who have responsibility to represent customers and ensure the Service Catalogue and Portfolio have the right needs
o   Operational activities of processes covered in other Lifecycle phases such as Incident and Change Management

In addition, candidates will gain an understanding and the ability to describe:
o   the concept of Service Management as a practice
o   the concept of Service, its value proposition and composition
o   the functions and processes across the Lifecycle
o   how service management processes are defined, and how they can be applied across the Service Lifecycle with different perspective
o   how Service Management creates business value
o   scope of the SOA, its value to the business and how the SOA processes interact with processes within other Lifecycle stages.
 
The program will cover the following modules:
Introduction 
This module introduces the candidate to the concepts and terminology of the Service Lifecycle and the role of SOA within the Lifecycle, where the course participants will have the ability to capture, understand and describe:
·        the concept of Service Management as a practice
·        the concept of Service, its value proposition and composition
·        the functions and process across the Lifecycle
·        the role of Processes in the Service Lifecycle 
·        how Service Management creates business value
·        how the processes within the Service Offerings and Agreement curriculum supports the

Service Lifecycle
Service Portfolio Management
This module covers the Service Portfolio Management (SPM) process, its components and deliverables, where the candidates will be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze:
·        the Service Portfolio and illustrate its relationship with the Service Catalogue and Service Pipeline
·        how a Service Portfolio describes a provider’s service and how it relates the business service with the IT service.
·        the Service Portfolio Management methods

Service Catalogue Management
This module covers the Service Catalogue Management process and how it is integrated with the Service Portfolio, where the candidates will be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze:   
·        the purpose, goal and objectives of the process
·        the scope of the process
·        the interface to the Service Portfolio
·        the difference between a Business and a Technical Service Catalogue
·        the importance of the Service Catalogue to the Service Lifecycle and the business
·        its policies, principles and basic concepts
·        the use of key metrics, challenges, critical success factors and risks associated with the process
·        the process including the utilization of the Service Catalogue by other processes and functions
·        produce a Service Catalogue

Service Level Management
This module covers the Service Level Management process and deliverables, where the candidates will be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze:  
·        the purpose, goal and objectives of the SLM
·        the scope of the SLM
·        the importance of the process to the Service Lifecycle and how its generate business value
·        the principles and basic concepts 
·        the main activities, methods and techniques of this process and how it relates to the Service Lifecycle.  This includes the SLA structures and determining Service Level Requirements
·        the process deliverables
·        monitoring of service performance against SLAs
·        the use of key metrics, challenges, critical success factors and risks associated with the process
·        the contents of SLAs, OLAs and review meetings
·        the interfaces to other processes and functions

Demand Management
This module covers the Demand Management process and how it contributes to Service Offerings and Agreements, where the candidates will be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze:     
·        the basic concepts of the process
·        activity based Demand Management and business activity patterns
·        the interfaces to Service Portfolio
·        Managing demand for Service

Supplier Management
This module covers the use of the Supplier Management process and the interfaces and dependencies of the process, where the candidates will be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze:     
·        the purpose, goal and objectives of the process
·        the scope of the process
·        the importance of the process to the Service Lifecycle and how they generate business value
·        the principles and basic concepts
·        the main activities, methods and techniques of this process and how it relates to the Service Lifecycle including evaluation of new suppliers
·        the use of Supplier Categorization and maintenance of the Suppler Database
·        the use of key metrics, challenges, critical success factors and risks associated with the process
·        the inputs and outputs of the process 
 
Financial Management
This module covers how Financial Management contributes to the Service Lifecycle Operation and the basic principles of Service Economics, where the candidates will be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze:
·        the purpose, goal and objectives of the process
·        the scope of the process
·        the concepts of Service Valuation
·        the importance of the process to the Service Lifecycle and how they generate business value
·        the various aspects of the process and the basic concepts - funding, accounting and chargeback
·        Return on Investment and the business case
·        the main activities, methods and techniques that enable this processes and how it relates to the Service Lifecycle
·        Design and Implement a Financial Management process

Business Relationship Manager
This module covers the role of Business Relationship Manager, where the candidates will be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze:
·        the role of Business Relationship Managers

Service Offerings and Agreement Roles and Responsibilities 
This module covers how Service roles and responsibilities contribute to Service Offerings and Agreement, where the candidates will be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze:
·         key roles and responsibilities of the Service Catalogue Manager
·        key roles and responsibilities of the Service Level Manager
·        key roles and responsibilities pertaining to the Supplier Manager

Technology and Implementation Considerations
This module covers technology implementation as part of implementing service management process capabilities, and what special technology functions and features are related to Service Offerings and Agreement practices, where the candidates will be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze:.  
·        the generic requirements for technology to assist Service Offerings and Agreements
·        the evaluation criteria for technology and tooling for process implementation
·        the good practices for practice and process implementation
·        the challenges, Critical Success Factors and risks related to implementing practices and processes
·        how to plan and implement Service Management technologies 

Summary, Exam Preparation and Directed Studies 
This module summarizes the material covered in the previous modules and prepares candidates for the examination through the review and practice of a mock examination. The Examination is comprised of eight (8) multiple choice, scenario-based, gradient scored questions. The standard duration of the exam is Maximum 90 minutes.

Program Material
This training program includes the following as reference documentation:
·        Program slide presentation
·        ITIL® V3 acronyms and glossary
·        Sample examination questions and answers

Simulation and practical application
·         We provide the students with real life experiences; we use the client organization as “Case study” example for the purpose of discussion to show the value of using best practice. We integrate group exercises and sample exam questions to simulate and practice the subject matter.
Prerequisites & Certificates
Pre-Requisites

· Individuals who have attained and have a proof of one of the following certifications: V3 ITILŪ 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

Certificates offered


Cancellation Policy
Cancellations or postponements received more than ten business days prior to the first day of the course will be fully refunded less a $75 processing fee. The cost of the course is payable, in full, for any cancellations or postponements received within ten business days, or less, prior to the first day of the course.
Map & Reviews
Acend Corporate Learning
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Here are some reviews of the training vendor.
The course content was excellent ... if there was things that weren't relevant you could skip and spend more time on things that you needed to learn. Training provider was excellent as her skill level was superb and her communication skills were superb.
Reviewed by 2015
This course should have dual screens
Reviewed by 2015
I was not able to finish the whole entire course. When creating course training please make sure that it fits the allotted time (beginning to the end). We had two breaks and Instructor did not allow us to listen to the course. I had maybe another 10 mins to finish the whole course, but the Instructor said that it was 4:30pm and it is Ok and we can go home. It is not Ok not to be able to finish the course..
Reviewed by 2014
Mentored training actually worked quite well for me. The instructor is there in the room all the time, available if needed. A lot of material for one day, but I did manage to complete it without feeling too rushed.
Reviewed by 2014
It is not possible to complete a beginner's course in one day. There is a lot of information to absorb. It is wonderful that one can re-sit a session within a limited time.
Reviewed by 2013
To bottom line my feelings about the course: Course -- helpful but this comment is made with reservations. Instructor -- excellent !
Reviewed by 2013
The course material was far too heavy for the duration of the course. The material needs to be reduced so that students do not feel rushed or pressured with time, or the duration of the class needs to be extended.
Reviewed by 2013
Overall, the course has been well handled by the Training Provider. But i would expect that, somehow, there is a time allotted in the afternoon for more visible and face to face interaction between the TP and the whole class. Others may be asking questions that may not have been thought of by other learners but may be helpful.
Reviewed by 2013
Very impressed and would highly recommend.
Reviewed by 2013
The trainer was excellent...easy to talk to and very helpful and informed.
Reviewed by 2013
This was a very good learning environment. I prefer having an instructor present in case I have questions but also be able to work at my own pace.
Reviewed by 2013
I could have used some more time to go through the exercises in the sharepoint database.
Reviewed by 2013
re Instructor assessment. ques. are N/A as it was independant mentored study. Flash based training module had 1 hiccup where ctrl-b key was captured by OS and I had to hunt for alt-b to complete the module. Class mentor was unaware of flaw. I felt that the design of the module would have prevented me from completing the section if I was unable to locate alternative keystroke. Worthwhile day.
Reviewed by 2012
Course is very good but not enough time to complete the exercises. Should be at least another 1.5 hours longer.
Reviewed by 2012
Using the self-teaching method made for a more relaxed working environment. As the instructor's assistance was on a one-on-one basis I was not hesitate to ask questions.
Reviewed by 2012
Would prefer an instructor led (classroom) style of training over a computer based course.
Reviewed by 2012
I would suggest that the course manual contain more visual material (e.g. screen shots) versus words. The course was very well. I did not think I would like the on line method of training but I did. I also liked the fact that I could work through my lunch to complete the course earlier. I had to catch the go train so it worked better for me.
Reviewed by 2012
Susan was an excellent instructor, and was very helpful with providing extra "tips" not covered within the course material.
Reviewed by 2012
I only realized after completing 2 units thoroughly that there is not enough time allotted for a lot practicing. I would tell students in advance that getting through the videos and practicing later in your own time is recommended.
Reviewed by 2012
Enjoyed the flexibility of the "Modern Classroom" style of learning where you can move at your own pace and focus on what you need most. You can even move to the next chapter if you need help and the instructor is busy. Definitely dress warmly as the classroom was really over air-conditioned!
Reviewed by 2012
I loved the Adobe InDesign course but as a new user I felt there was so much material to cover and I wanted to take my time getting familiar with the program and learning about everything. I think if the class had been 2 days instead of 1 it would have been perfect!
Reviewed by 2012
Manual provided was totally different then computer training. Expected more hands on training instead of just watching an instruction video.
Reviewed by 2012
Great
Reviewed by 2012
The video - was not at all interactive - only concepts were presented. The manual completedly different from the video material. I have no objections to using different approaches but a course on any software must include interactive materials.
Reviewed by 2012
The course was set up in a way which was easy to follow. However, I thought there was a lot of information to take in the day. The instructor was very helpful and very knowledgeable.
Reviewed by 2012
The training provider, Melanie, was exceptional. She was very knowledgeable and sat with me personally for hands on training. I found the course to be long and difficult to complete in one day.
Reviewed by 2012
The amount of material was a little much (maybe an hour) to cover in the allotted time - but otherwise good.
Reviewed by 2011
The room was too cold for me. The Instructor was very helpful.
Reviewed by 2011
A co worker of mine, did not receive the certificate of completing the course. As well, I received a website to log to after the course for 30 days (The Online Support). Although the vendor ID number does not exisit. I have gone back to my contact at Last Minute Training, and haven't received any feedback from her. The course was good, the follow up, was the greatest service.
Reviewed by 2011
Would like to have access to the on-line training materials for this course for a period of time after course completion
Reviewed by 2011
Hi - the server crashed during my session and I would like to reschedule. Can someone contact me to do this?
Reviewed by 2011
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