*Based on the 2011 Edition*    

Class Overview

Upon successful completion of the education and examination components related to this certification, candidates can expect to gain competencies in the following:

• Service Catalog Management
• Service Portfolio Management
• Service Level Management
• Demand Management
• Supplier Management
• Financial Management for IT services
• Business Relationship Managers

In addition the training will include examination preparation, including a mock examination opportunity.

Target Audience

The target group of the ITIL Certificate in Service Offerings and Agreements is:

• Individuals who have attained the V3 ITIL Foundation Certificate in Service Management, or the V2 Foundation plus Bridge Certificate, and who wish to advance to higher level ITIL certifications
• Individuals who require a deep understanding of ITIL Certificate in the Service Offerings and Agreement processes and how it may be used to enhance the quality of IT service support within an organization.
• IT professionals that are working within an organization that has adopted and adapted ITIL who need to be informed about and thereafter contribute to, an on-going service improvement program
• Operational staff involved in Service Portfolio Management; Service Catalog Management; Service Level Management; Demand Management; Supplier Management; Financial Management and Business Relationship Management who wish to enhance their role-based capabilities.

This may include, but is not limited to, IT professionals, business managers and business process owners.

Prerequisites

To be eligible for this ITIL Expert Qualification exam, the candidate must have fulfilled the following requirements:

• Must hold the ITIL v3 Foundations Certificate in IT Service Management or ITIL v2 foundations plus the Bridge Certificate and must be presented prior to class
• There are no minimum requirements but a basic IT literacy and 2+ years IT experience are highly desirable
• It is also recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Strategy and Service Design books in preparations for the examination
• Approximately 1 hour of home study each evening
• It is strongly recommended that candidates read the ITIL Service Lifecycle core publications in advance of attending training for the certification, and in particular the Service Strategy and Service Design publications.

Approximately·2 hour of home study each evening

Course Length

• Five days- includes lecture, classroom group exercise, exam preparation, and exam

Exam

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

Class Size

Maximum of 18 students

Objectives

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 managment 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 livecycle 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 costomer'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 investement (ROI), the business case, and the relevance to the SOA processes

Service Portfolio Management (SPM)

• 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
• Challanges and risks
• Designing the service portfolio

Service Catalogue Management (SCM)

• 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 the 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

Service Level Management (SLM)

• The purpose, objectives of SLM
• The scope of the SLM
• The importance of SLM to the service lifecycle
• 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 
• Critial success factors and key performance indicators
• Challenges and risks associated with the process 
• The content of SLAs, and OLAs

Demand Management (DM)

• 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
• Triggers, inputs, outputs and interfaces
• Information management
• Critical success factors and key performance indicators
• Challenges and risks

Supplier Management (SM)

• The purpose and objectives of SM
• The scope of SM
• Thevalue to the business of SM 
• The principles and basic concepts
• The process activities, methods and techniques 
• Triggers, inputs, outputs and interfaces 
• Information management 
• Critical success factors and key performance indicators
• Challenges and risks

Financial Management (FM)

• 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

Business Relationship Manager (BRM)

• 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 ad techiques
• Triggers, inputs, outputs and interfaces
• Information management
• Critical success factors and key performance indicators
• Challenges and risks

SOA Roles and Responsibilities

• 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 
 

Technology and Implementation Considerations (TIC)

• 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

Summary; Exam Preparation and Directed Studies

Eligibility for the exam

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 at a minimum 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

Related downloads

ITIL v3 SOA Syllabus v5.1

ITIL v3 SOA Sample Exam #1

ITIL v3 SOA Sample Exam #2

ITIL v3 SOA Detailed Course Overview