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ITIL ®—SERVICE OFFERINGS AND AGREEMENTS (SOA)

Duration
4/5 days

Pre-requisites
Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in ITIL ® Foundation Certificate which shall be presented as documentary evidence to gain admission.

Course Objectives
Understanding of the importance of Service Management as a Practice concept and Service Operation Principles, Purpose and Objective;
The importance of ITIL® Service Offerings and Agreements while providing service;
How all processes in ITIL® Service Offerings and Agreements interact with other Service Lifecycle Processes;
The processes, activities, methods and functions used in each of the ITIL® Service Offerings and Agreements processes;
How to use the ITIL® Service Offerings and Agreements processes, activities and functions to achieve operational excellence;
Explain how to measure ITIL® Service Offerings and Agreements;
The importance of IT Security and its contributions to ITIL® Service Offerings and Agreements;
Understanding of technology and implementation considerations surrounding ITIL® Service Offerings and Agreements;
Challenges, Critical Success Factors and Risks associated to ITIL® Service Offerings and Agreements.

Method of Delivery
Classroom presentation
Presentation slides with the help of White Board.
Discussion
The method of delivery is highly interactive and designed to present the information in memorable and manageable segments.
Handouts
Each delegate/candidate will receive a comprehensive course handout containing all of the course slides and relevant supporting documentation.
Exercises
Throughout the course, delegate’s understanding of the material will be tested through the use of interactive discussion and mock exam(s).
Course Time
09:00 Hrs to 17:30 Hrs

Course Outline

Course Outline

The following topics are addressed in the training course ITIL®- Capability Module Release, Control and Validation (RCV):

The following topics are addressed in the training course ITIL®- Capability Module Service Offerings and Agreements (SOA):
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 capability of Service Offerings and Agreements Management:
❋ 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 Agreement roles and responsibilities;
❋ Technology and Implementation Considerations;
❋ Challenges, Critical Success Factors and risks;

ITIL Intermediate Capability Module Examination:

Eight (8) multiple choice, scenario-based, gradient scored questions. Each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks.
Maximum 90 minutes for all candidates in their respective language (Candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary) Pass score - 28/40 or 70%

Follow on Courses to enhance your knowledge further
Choices will depend on the candidate's individual career goals and objectives. Please go through ITIL Official website.

Note:

ITIL® is a registered trade mark of AXELOS Limited
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