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Service Offerings and Agreements




COURSE LENGTH

Five days – includes lecture, classroom group exercises, exam preparation, and exam

EXAM

90-minute timed test
Closed book
Passing score: 28/40 or 70%

CLASS SIZE

Maximum of 18 students

  • Introduction
  • The context in the service lifecycle of the SOA processes from the service strategy:
  • Service portfolio management
  • Demand management
  • Financial management for IT services
  • Business relationship management
  • Understand the reliance of these processes (service portfolio management, demand management,
  • financial management for IT services, and business relationship management) on the existence of
    a strategy. Understand the purpose, objectives, scope and value to business of the strategy
    management for IT services process
  • The context in the service lifecycle of the SOA processes from the service design stage:
  • Service catalog management
  • Service level management
  • Supplier management
  • Understand purpose, objectives, scope and value to business of the design coordination process
  • How successful services depend on the customer’s perception of utility and warranty and the
    relevance to the SOA process
  • Understand how the SOA processes are the point for understanding and identifying customer
    requirements
  • Return on investment (ROI), the business case, and the relevance to the SOA processes
  • Introduction to the service portfolio and its relationship to the service pipeline and service catalog
  • The purpose and objectives of service portfolio
  • The scope of service portfolio management
  • The value to the business of service portfolio management
  • Policies, principles and basic concepts
  • Process activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • Information management
  • Critical success factors and key performance indicators
  • Challenges and risks
  • Designing the service portfolio
  • The importance of the service catalog to the service lifecycle and its interface to the service
    portfolio
  • The purpose and objectives of the service catalog
  • The scope of service catalog management
  • The value to business of service catalog management
  • Policies, principles and basic concepts
  • Process activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • Information management
  • Critical success factors and key performance indicators
  • Challenges and risks associated with the process
  • Production of a service catalog
  • The importance of SLM to the service lifecycle
  • The purpose and objectives of SLM
  • The scope of SLM
  • The value to the business of SLM
  • Policies, principles and basic concepts
  • Process activities, methods and techniques of SLM and how it relates to the service lifecycle
    Triggers, inputs, outputs and interfaces
    Information management
  • Critical success factors and key performance indicators
  • Challenges and risks associated with the process
  • The content of SLAs and OLAs
  • The importance of DM to managing services throughout the service lifecycle
  • The purpose and objectives of DM
  • The scope of DM
  • The value to the business of DM
  • Policies, principles and basic concepts
  • Process activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • Information management
  • Critical success factors and key performance indicators
  • Challenges and risks
  • The purpose and objectives of SM
  • The scope of SM
  • The value to the business of SM
  • The principles and basic concepts
  • Process activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • Information management
  • Critical success factors and key performance indicators
  • Challenges and risks

  • The importance of the process to the service lifecycle
  • The purpose and objectives of FM for IT services
  • The scope of FM for IT services
  • The value to the business of FM for IT services
  • Policies, principles and basic concepts
  • Process activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • Information management
  • Critical success factors and key performance indicators
  • Challenges and risks
  • The purpose and objectives of BRM
  • The scope of BRM
  • The value to the business of BRM
  • Policies, principles and basic concepts
  • Process activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • Information management
  • Critical success factors and key performance indicators
  • Challenges and risks
  • Key roles and responsibilities of SPM
  • Key roles and responsibilities of SCM
  • Key roles and responsibilities of SLM
  • Key roles and responsibilities of DM
  • Key roles and responsibilities of SM
  • Key roles and responsibilities of FM for IT services
  • Key roles and responsibilities of BRM
  • The generic requirements for technology to assist service design
  • 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

To be eligible for the examination leading to an accredited ITIL Certificate in Service Offerings and
Agreements, the candidate must fill the following requirements:

  • At least 30 contact hours (hours of instruction, excluding breaks, with an Accredited Training
    Organisation (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal,
    approved training course/scheme
  • There is no minimum mandatory requirement, but 2 to 4 years professional experience working in
    IT Service Management is highly desirable
  • Hold the ITIL V3 Foundation Certificate in IT Service Management or ITIL V2 Foundation plus the
    Bridge Certificate
  • It is also recommended that students should complete a minimum of 12 hours of personal study
    by reviewing the syllabus and the pertinent areas of the ITIL Service Management Practice core
    guidance publications and in particular, the Service Strategy and Service Design publications

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