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ITIL Training

Service Offerings and Agreement Course

from 2,695.00

ITIL® is a registered trade mark of AXELOS Limited, reproduced under licence from AXELOS Limited.  All rights reserved

COURSE DURATION

·      5 Days in class or E-learning

COURSE DESCRIPTION

This course provides and overview of the best practices in the service lifecycle around the capabilities required to create service offerings and agreements as well all of its related activities. This course helps to impart, test, and validate the knowledge on industry best practices in service management as documented in the ITIL core publications.

This course will help attendees gain competency and skills in the following areas:

·      Overview of SOA processes and basic principles

·      The value to the business of SOA activities

·      How the SOA processes rely on a good business case

·      How the SOA processes rely on a good understanding of return on investment (ROI)

·      Processes across the service lifecycle pertaining to the service offerings and agreements curriculum:

o   Service portfolio management, which provides documentation for services and prospective services in business terms

o   Service catalogue management, which is concerned with the production and documentation of the service catalogue from a business and a technical viewpoint

o   Service level management, which sets up a service level agreement (SLA) structure and ensures that all SLAs have an underpinning support structure in place

o   Demand management, which identifies patterns of business activity to enable the appropriate strategy to be implemented

o   Supplier management, which ensures all partners and suppliers are managed in the appropriate way and includes contract management

o   Financial management for IT services, which includes ensuring understanding of the service value and the management of all financial considerations

o   Business relationship management, which ensures the customer’s requirements are correctly identified

·      SOA roles and responsibilities

·      Technology and implementation considerations

·      Challenges, critical success factors and risks


WHAT YOU GET

·      Expert instructor lead training

·      Electronic copy of the course material

·      Study guide to exist with exam preparation

·      2 official sample exams to prepare for the test

·      Examination fees included*

·      Pass or its on us commitment

COURSE OUTLINE

1.     Introduction to service offerings and agreements

1.1.  The value to the business of SOA activities

1.2.  The lifecycle within the SOA context

1.3.  How services deliver value to customers and the business and the relevance to the SOA processes

1.4.  How requirements are identified through the SOA processes

1.5.  Understanding return on investment (ROI) and the business case

2.     Service portfolio management

2.1.  Service portfolio management, including concepts, methods, activities, roles and operation as well as its organizational structure and the interfaces with other processes

2.2.  Service portfolio management in relationship to the service catalogue and service pipeline and how these support SOA

2.3.  Metrics and critical success factors (CSFs) associated with service portfolio management in support of SOA

3.     Service catalog management

3.1.  Service catalogue management, including its concepts, activities, roles and operation as well as its organizational structure and the interfaces with other processes

3.2.  Service catalogue in relationship to the service portfolio, the business catalogue, the technical service catalogue and how these components are used to ensure service quality within SOA

3.3.  Metrics and CSFs associated with service catalogue management in support of SOA

4.     Service level management

4.1.  Service level management (SLM), including its concepts, activities, roles and operation as well as its organizational structure and any interfaces with other processes

4.2.  SLM components and activities, including service level agreements (SLAs) structures, service level requirements (SLRs), operational level agreements (OLAs), CSFs, underpinning contracts (UCs), their metrics, performance and monitoring

4.3.  How these components are used to ensure service quality within SOA

5.     Demand management

5.1.  Demand management process, including its concepts, activities, roles and operation as well as its organizational structure and any interfaces with other processes

5.2.  Demand for services especially in relation to patterns of business activity and how it is used within SOA

5.3.  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

5.4.  Metrics and CSFs associated with demand management in support of SOA

6.     Supplier management

6.1.  Supplier management process inclusive of its concepts, activities, roles and operation including its organizational structure as well as any interfaces with other processes

6.2.  Supplier management components and activities (for example supplier categorization, supplier evaluation, supplier and contract database, metrics and CSFs) and how these are used to ensure service quality within SOA

7.     Financial management for IT services

7.1.  Financial management for IT services, including its concepts, activities, roles and operation as well as its organizational structure and any interfaces with other processes

7.2.  Financial management for IT services components and activities, including budgeting, accounting and charging and how these are used to ensure service quality within SOA

7.3.  Metrics and CSFs associated with financial management for IT services in supporting SOA

8.     Business relationship management

8.1.  Business relationship management, including its concepts, activities, roles and operation as well as its organizational structure and any interfaces with other processes

8.2.  Metrics and CSFs associated with business relationship management in support of SOA

9.     SOA roles and responsibilities

9.1.The roles and responsibilities related to all of the SOA processes

10. Technology and implementation considerations

10.1.               Service management tools and where/how they would be used within SOA for process implementation

10.2.               The tools that support SOA

10.3.               What best practices should be used in order to alleviate challenges and risks when implementing Service Management technologies and designing technology architectures

WHO SHOULD ATTEND?

·      IT professionals

·      Business process owners

·      Managers within IT

·      Portfolio managers

·      Financial managers

·      Business relationship managers

·      IT sales representatives

·      Service level managers

·      Senior IT staff

·      Supervisory staff

·      Team leaders

·      Service design engineers

·      IT architects

·      IT planners

·      IT audit managers

·      Process owners

·      Process manager

·      Practice lead

·      Principals

·      Project managers

·      Project team members

·      Individuals who require a deep understanding of the ITIL certificate in the release, control and validation processes

·      IT professionals that are supporting an organization that has adopted and adapted ITIL.

·      Operational staff involved in change management, release and deployment management, service validation and testing, service asset and configuration management, request fulfillment, change evaluation and knowledge management, and those who wish to enhance their role based capabilities

·      Internal or external consultants

·      Individuals seeking to gain the ITIL Expert certification

PREREQUSITES

·      Hold the ITIL V3 or 2011 foundation certificate

·      A basic understand of IT and approximately 2 – 4 years of relevant IT experience

Recommended

·      Demonstrate familiarity with IT terminology and understand the context of the service offerings and agreements in their own business environment

·      Have some experience working in a service management capacity within a service provider environment

·      At least 21 hours of personal study prior the start of the class

·      Review of the service strategy and service design publication

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