ITIL® Intermediate Capability - Service Offerings and Agreements

ITIL® Service Capability - Service Offerings & Agreements 5-Day Course

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.

ITIL Intermediate SOA examination

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.

Course Structure

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.

Course Content

Candidates can expect to gain knowledge and understanding in the following:

Introduction and Overview
  • 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 SOA and how they all interact
Service Portfolio Management

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

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)

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

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

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

Roles and Responsibilities

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

Technology and Implementation Considerations
  • 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
Exam Format
  • Multiple choice, scenario-based, gradient scored questions.
  • Number of Questions: 8
  • Pass Score: 28/40 or 70%
  • Delivery: Online or Paper Based Examination through an Accredited Training Organization.
  • Exam Duration: 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).
  • Closed Book
Course Fee Includes
  • Pre-course material
  • Accredited course with accredited industry-leading trainer
  • Best quality course materials
  • Comfortable and conducive venues with good transportation links
  • ITIL Examination fee and Certificate
  • Refreshments

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