Pre Reading Material
It is a prerequisite that delegates hold the ITIL® Foundation Certificate in IT Service Management or the version 2 to version 3 bridge equivalent.
Please note that delegates are advised to purchase and read the following publications in advance of the course: ITIL® Service Design 2011 Edition and ITIL® Service Strategy 2011 Edition. It is recommended that Intermediate courses require 2 hours of home study each evening.
The course forms part of the ITIL® Intermediate qualification programme. Successful candidates will be awarded 4 credits towards the ITIL® Expert qualification. The examination will consist of a complex multiple choice, closed book paper of 8 questions, to be answered within 90 minutes. (Candidates sitting the examination in English and who do not have English as their first language will be allowed 120 minutes and allowed the use of a dictionary.) The pass mark is 70% or more.
The course builds on the general principles covered as part of the ITIL® Foundation course. This enables an organisation to introduce Service Portfolio Management, Service Catalogue Management, Service Level Management, Demand Management, Supplier Management, Financial Management and Business Relationship Management as integral parts of its overall business-focussed Services Framework.
Candidates can expect to gain knowledge and understanding in the following:
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
Service Catalouge 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
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
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
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 Financial Management
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
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
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
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