ITIL® v3 Service Offerings and Agreements Capability Course (SOA)

5 days Instructor-Led



 

INTRODUCTION:

This 5 day course immerses students in the practical aspects of the ITIL v3 Service Lifecycle and processes associated with Service Offerings and Agreements of services and service delivery.  By implementing ITIL Service Offerings and Agreement best practices, IT departments can ensure high levels of customer satisfaction by integrating demand and supplier management with the service portfolio and service catalog. Students will learn how to plan, implement and optimize the Service Offerings and Agreement processes and gain the skills required to take the ITIL Service Offerings and Agreement Certification Exam.

 AUDIENCE:

 Individuals who have an ITIL v3 Foundation Certificate (or the ITIL v1/v2 Foundation + v3 Foundation Bridge certificate) and want to pursue the intermediate and advanced level ITIL certifications.  IT professionals involved in IT Service Management implementation and improvement programs. 

 LEARNING OBJECTIVES:

At the end of this 5 day course, the student will gain competencies and prepare to:

• Outline key activities for the Service Offerings and Agreement processes in the context of the Service Lifecycle
• Achieve operational excellence by using the Service Offerings and Agreement processes activities and functions
• Measure the success of Service Offerings and Agreement by applying key metrics
• Documenting current and prospective services
• Producing a Service Catalog from a business and technical viewpoint
• Identifying patterns of activity through demand management
• Applying Continual Service Improvement
• Prepare for and take the ITIL Service Offerings and Agreement Certification Exam

COURSE PREREQUISITIES:

ITIL v3 Foundation Certificate or ITIL v2 Foundation + v3 Foundation Bridge Certificate.  Before taking the course, it’s recommended (though not required) that candidates have approximately two years exposure to basic concepts in IT and related work experience.

COURSE OUTLINE:

 Introduction and Overview

• Service Management as a practice
• Role of processes in Service Management
• How Service Management creates business value

Service Portfolio and Service Catalog Management: Principles of Service Portfolio Management (SPM)

• Thinking strategically : SWOT
• Achieving customer focus
• Pricing and chargeback models
• Allocating resources
• Relationship between Service Catalog and service pipeline
• Linking business and IT services

Integrating the Service Catalog into the Service Portfolio

• Purpose, goals and objectives
• Technical and business Service Catalogs
• Detailing operational services
• Using key metrics and critical success factors
• Producing a Service Catalog

Service Level Management: Service Management goals

• How Service Level management creates business value
• Analyzing and explaining the scope of the process

The Service Management process

• Negotiating SLAs
• Deliverables, roles and responsibilities
• SLAs, OLAs and review meetings
• Planning for Service Improvement Projects (SIPs)

Demand and Supplier Management: Demand Management

• Managing capacity to maximize value
• Identifying patterns of business activity
• Connecting demand management to the service portfolio

 Supplier Management

• Analyzing the use of the Supplier Management process
• Process scope and objectives
• Matching contractor capabilities with business needs
• Ensuring supplier performance
• Contract administration
• Contract management

Financial Management: How Financial Management contributes to the Service Lifecycle Operation

• Managing financial considerations
• The scope, purpose and goals of the process

Principles of Service Economics

• Budgeting, accounting and charging
• Service valuation
• Building a business case
• Enabling service demand modeling and management
• Generating and disseminating information
• Dealing with complex chargeback issues

Roles and Responsibilities

• Business Relationship Management: the role of business relationship managers
• Service Portfolio Management
• Service Catalog Management
• Service Level Management
• Demand and Supplier Management
• Financial Management

Technology and Implementation Considerations

• Technology implementation as part of implementing service management
• Special technology functions related to Service Offerings and Agreement
• Generic requirements and evaluation criteria
• Good practices for implementation
• Challenges, critical success factors and risks
• Documenting and monitoring SLAs

Common Service Activities

• Aligning technology with the overall service and process objectives
• Service monitoring and control
• Deming cycle
• CSI techniques

 Continual Service Improvement

• Implementing an effective CSI program
• Service reporting
• Cost benefit justification
• Benchmarks