Course Length: 5 days
Course Overview
The primary goal of IT Service Management is to deliver quality IT services that enable desired business outcomes. To do this, service providers often face a precarious balancing act of managing customer relationships and requirements, understanding and managing demand and patterns of business activities, aligning internal and external suppliers and maintaining fiscal responsibility and sound IT investments. The ITIL Capability Course - Service Offerings and Agreements (SOA) - provides the best practice process knowledge required to navigate these waters towards the safe harbor of customer satisfaction and continual service improvement.
Embedded into the five (5) day SOA course is the unique virtualization, Living the Lifecycle®. Woven through all H2 Performance Consulting's ITIL Certification classes, this virtualization brings concepts and processes to life. Within a virtual business environment, as a group, we introduce a service and then follow it from strategic decision through implementation.
This virtualization successfully enables active learning by encouraging the participants to:
• Discuss and understand pure ITIL concepts
• Apply concepts to a “neutral” real world situation
• Learn different perspectives
• Reinforce examinable concepts
Upon successful completion, learners will understand:
• Service Portfolio Management
• Service Catalogue Management
• Change Management, Service Asset and Configuration Management, Knowledge Management, Release Management, Service Validation and Testing, Evaluation and Request Fulfillment
• Service Level Management
• Demand Management including Patterns of Business Activity
• Supplier Management
• Financial Management
• Business Relationship Management
• Operational activities of these processes covered in other Lifecycle phases such as Incident and Change Management
• Organizing for Service Operation Functions that perform SOA activities
• SOA roles and responsibilities
• Technology and implementation considerations
• Challenges, critical success factors and risks
• Continual Service Improvement
Target Student
The primary audience is IT Professionals, IT Process Owners, Business Managers and Business Process Owners requiring deep role-based knowledge of, or is involved in, Service Portfolio Management, Service Catalog Management, Service Level Management, Demand Management, Supplier Management, Financial Management and Business Relationship Management.
Student Prerequisites
• The ITIL Foundation Certification in IT Service Management - obtained through ITIL V3 Foundation or Foundation Bridge Course.
• Two (2) to four (4) years professional experience with service management
• Learners should complete at least 21 hours of personal study by reviewing the Service Design and Service Strategy publication
Performance-Based Objectives
In addition to in-depth intermediate level training across multiple phase of the ITIL lifecycle, learners will be equipped to earn their ITIL Service Offerings and Agreement Intermediate Certificate in IT Service Management by achieving a passing score (70%) on the 90 minute exam consisting of eight (8) complex, multi-part, multiple choice scenario-based gradient scored questions.
The student will receive:
• Five (5) Days Instructor Led Training and Exercise Facilitation
• Learner Manual (excellent post-class reference)
• Sample Exams and Exam Preparation
• In-Class Examination
• Four (4) credits of the twenty two (22) required to achieve the ITIL Expert™ Certification
• Project Management Professionals earn 38 PDUs upon completion of this course