ITIL V3 Intermediate In Service Offerings And Agreements
Course Objective
Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:
Service Management as a Practice
Processes across the Service Lifecycle pertaining to the Service Offerings and Agreements
curriculum:
Service Portfolio Management which provides documentation for services and prospective
services in business terms
Service Catalogue Management which is concerned with the production and documentation
of the Service Catalogue from a business and a technical viewpoint
Service Level Management which sets up a Service Level Agreement (SLA) structure and
ensures that all SLAs have an underpinning support structure in place
Demand Management which identifies Patterns of Business Activity to enable the
appropriate strategy to be implemented
Supplier Management which ensures all partners and suppliers are managed in the
appropriate way and includes contract management
Financial Management which includes ensuring understanding of the service value and the
management of all financial considerations
Business Relationship Managers who have responsibility to represent customers and
ensure the Service Catalogue and Portfolio have the right needs
Operational activities of processes covered in other Lifecycle phases such as Incident and
Change Management
Organizing for Service Operation which describe functions to be performed within Service
Offerings and Agreements
Service Offerings and Agreements roles and responsibilities
Technology and Implementation Considerations
Challenges, Critical Success Factors and risks
CSI as a consequence of effective Service Offerings and Agreements
Pre-requisites
Delegates must already hold the ITIL® V3 Foundation or V2 Foundation plus the Foundation Bridge
Certificate.
It is expected that individuals demonstrate familiarity with IT terminology and understand the context
of Operational Support and Analysis management of their own business environment.
Who Should Take this course
The course covers the management-level concepts
of Continual Service Improvement and core
information of the supporting activities within
Continual Service Improvement, but not the detail
of each of the supporting processes.
The main target candidate for the ITIL Intermediate
Qualification: Continual Service Improvement
Certificate includes, but is not restricted to:
IT Professionals
Business Managers
Business Process Owners
Training Duration:
Full-Time : 4 days (Time : 9.30am-5.30pm)
Training Methodology & Materials:
This is an intensive four-day course which includes the ITIL® V3 Service Operation examination
which takes place on the final day.
Course Outline:
Upon successful completion of this course delegates will be able to demonstrate competencies
in the following:
Learning Unit OSA01: Introduction to Operational Support and Analysis
Bloom’s Level 2 Objectives – Full understanding of Service Offerings and Agreements (SOA) terms
and core concepts
Service Management as a practice
How it delivers value to customers and the business
The underpinning processes and functions that support the Service Lifecycle
Which stages of the Service Lifecycle contribute to Service Offerings and Agreements and how
they all interact
Learning Unit SOA02: Service Portfolio Management
Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret
principles and relationships
Service Portfolio Management inclusive of its design strategy, components, methods, activities,
roles and operation including its organizational structure and the interfaces with other processes
Service Portfolio Management in relationship to the Service Catalogue and Service Pipeline and
how these support SOA
The benefits and business value from Service Portfolio Management
Learning Unit SOA03: Service Catalogue Management
Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret
principles and relationships
Service Catalogue Management inclusive of its design strategy, components, activities, roles and
operation including its organizational structure and the interfaces with other processes
Service Catalogue in relationship to the Service Portfolio, the Business Catalogue, the Technical
Service Catalogue and how these components are used to ensure quality service within SOA
Metrics and Critical Success Factors (CSFs) associated with Service Catalogue Management in
support of SOA
Learning Unit SOA04: Service Level Management
Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret
principles and relationships
Service Level Management (SLM) inclusive of design strategy, components, activities, roles and
operation including its organizational structure as well as any interfaces with other processes
SLM components and activities including Service Level Agreements (SLAs) structures, Service
Level Requirements (SLRs), Operational Level Agreements (OLAs), Critical Success Factors
(CSFs), Underpinning Contracts (UCs) their metrics, performance and monitoring
How these components are used to ensure quality service within SOA
The benefits and business value of SLM
Learning Unit SOA05: Demand Management
Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret
principles and relationships
Demand Management process inclusive of design strategy, components, activities, roles and
operation including its organizational structure as well as any interfaces with other processes
Demand especially as it relates to business activity patterns and how it is used within SOA
Service Portfolio interaction with Demand Management and how demand can be managed for
service in relation to providing Business benefits and in support of SOA
Learning Unit SOA06: Supplier Management
Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret
principles and relationships
Supplier Management process inclusive of design strategy, components, activities, roles and
operation including its organizational structure as well as any interfaces with other processes
Supplier Management components and activities (e.g. Supplier Categorization, Supplier
Evaluation, Supplier and Contract Database, metrics, etc.) and how these are used to ensure
quality service within SOA
The benefits and business value that can be gained from Supplier Management as related to SOA
Learning Unit SOA07: Financial Management
Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret
principles and relationships
Financial Management inclusive of design strategy, components, activities, roles and operation
including its organizational structure as well as any interfaces with other processes
Financial Management components and activities including funding, accounting, chargeback,
Return on Investment and how these are used to ensure quality service within SOA
The benefits and business value that can be gained from Financial Management
Learning Unit SOA08: Business Relationship Manager
Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret
principles and relationships
The Business Relationship Manager roles and responsibilities, and how they support SOA
Business Relationship Manager activities and how these are used to ensure quality service within
SOA
Learning Unit SOA09: Service Offerings and Agreement Roles and Responsibilities
Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret
principles and relationships
The roles and responsibilities related to Service Catalogue Manager, Service Level Manager and
the Supplier Manager and how they fit within the Service Design organization to support SOA
Learning Unit SOA10: Technology and Implementation Considerations
Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret
principles and relationships
Service Management tools and where/how they would be used within SOA for process
implementation
The tools that support SOA
Challenges and Risks when implementing SOA practices and processes
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