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ITIL® Courses From Activia

ITIL® Intermediate Qualification: Service Offerings and Agreements SOA

A Five-Day Training Course

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ITIL Courses from Activia
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Course Content

Authorised APM ITIL Training Course

This is an APM-authorised ITIL training course, delivered by certified trainers at fully equipped centres using the latest course materials. There is no better way to undertake your training, to maximise your learning and ensure the highest marks possible in your certification exams.

Course Aims

This 5 day intensive course provides competencies in the following upon successful completion of the education and examination components related to this certification:

  • Service Management as a Practice
  • Processes across the Service Lifecycle pertaining to the Service Offerings and Agreement curriculum:
  • Service Portfolio Management which provides documentation for services and prospective services in business terms
  • Service Catalogue Management which is concerned with the production and documentation of the Service Catalogue from a business and a technical viewpoint
  • Service Level Management which sets up a Service Level Agreement (SLA) structure and ensures that all SLAs have an underpinning support structure in place
  • Demand Management which identifies Patterns of Business Activity to enable the appropriate strategy to be implemented
  • Supplier Management which ensures all partners and suppliers are managed in the appropriate way and includes contract management
  • Financial Management which includes ensuring understanding of the service value and the management of all financial considerations
  • Business Relationship Managers who have responsibility to represent customers and ensure the Service Catalogue and Portfolio have the right needs
  • Operational activities of processes covered in other Lifecycle phases such as Incident and Change Management
  • Organizing for Service Operation which describe functions to be performed within Service Offerings and Agreement
  • Service Offerings and Agreement roles and responsibilities
  • Technology and Implementation Considerations
  • Challenges, Critical Success Factors and risks
  • CSI as a consequence of effective Service Offerings and Agreement
  • Who Should Attend

    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 V3 Foundation 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 organisation.
  • IT professionals that are working within an organisation that has adopted and adapted ITIL who need to be informed about and thereafter contribute to an ongoing service improvement programme
  • Operational staff involved in Service Portfolio Management; Service Catalogue 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.
    Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the V3 Foundation or V2 Foundation plus Bridge Certificate) which shall be presented as documentary evidence to gain admission.

    Course Outline

    Introduction
    • the concept of Service Management as a practice  • the concept of Service, its value proposition and composition  • the functions and process across the Lifecycle  • the role of Processes in the Service Lifecycle  • how Service Management creates business value  • how the processes within the Service Offerings and Agreement curriculum supports the Service Lifecycle 
    Service Portfolio Management
    • the Service Portfolio and illustrate its relationship with the Service Catalogue and Service Pipeline  • how a Service Portfolio describes a provider’s service and how it relates the business service with the IT service  • the Service Portfolio Management methods 
    Service Catalogue Management
    • the purpose, goal and objectives of the process  • the scope of the process  • the interface to the Service Portfolio  • the difference between a Business and a Technical Service Catalogue  • the importance of the Service Catalogue to the Service Lifecycle and the business  • its policies, principles and basic concepts  • the use of key metrics, challenges, critical success factors and risks associated with the process  • the process including the utilisation of the Service Catalogue by other processes and functions  • produce a Service Catalogue 
    Service Level Management
    • the purpose, goal and objectives of the SLM  • the scope of the SLM  • the importance of the process to the Service Lifecycle and how its generate business value  • the principles and basic concepts  • the main activities, methods and techniques of this process and how it relates to the Service Lifecycle. This includes the SLA structures and determining Service Level Requirements  • the deliverables from the process  • monitoring of service performance against SLAs  • the use of key metrics, challenges, critical success factors and risks associated with the process  • the contents of SLAs, OLAs and review meetings  • the interfaces to other processes and functions 
    Demand Management
    • the basic concepts of the process  • activity based Demand Management and business activity patterns  • the interfaces to Service Portfolio  • Managing demand for Service 
    Supplier Management
    • the purpose, goal and objectives of the process  • the scope of the process  • the importance of the process to the Service Lifecycle and how they generate business value  • the principles and basic concepts  • the main activities, methods and techniques of this process and how it relates to the Service Lifecycle. This includes the SLA structures and determining Service Level Requirements  • the use of Supplier Categorization and maintenance of the Suppler Database  • the use of key metrics, challenges, critical success factors and risks associated with the process  • the inputs and outputs of the process 
    Financial Management
    • the purpose, goal and objectives of the process  • the scope of the process  • the concepts of Service Valuation  • the importance of the process to the Service Lifecycle and how they generate business value  • the various aspects of the process and the basic concepts – funding, accounting and chargeback  • Return on Investment and the business case  • the main activities, methods and techniques that enable this processes and how it relates to the Service Lifecycle  • Design and Implement a Financial Management process 
    Business Relationship Manager
    • the role of Business Relationship Managers 
    Service Offerings and Agreement Roles and Responsibilities
    • key roles and responsibilities of the Service Catalogue Manager  • key roles and responsibilities of the Service Level Manager  • key roles and responsibilities pertaining to the Supplier Manager 
    Technology and Implementation Considerations
    • 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

    Course Objectives

    Following completion of this course, delegates will possess knowledge of:

  • Understanding of the importance of Service Management as a Practice concept and Service Operation Principles, Purpose and Objective
  • The importance of ITIL Service Offerings and Agreements while providing service
  • How all processes in ITIL Service Offerings and Agreement interact with other Service Lifecycle Processes
  • The processes, activities, methods and functions used in each of the ITIL Service Offerings and Agreement processes
  • How to use the ITIL Service Offerings and Agreement processes, activities and functions to achieve operational excellence
  • Explain how to measure ITIL Service Offerings and Agreements
  • The importance of IT Security and its contributions to ITIL Service Offerings and Agreements
  • Understanding of technology and implementation considerations surrounding ITIL Service Offerings and Agreements
  • Challenges, Critical Success Factors and Risks associated to ITIL Service Offerings and Agreements
  • Eligibility for Examination

    To be eligible for the examination leading to an accredited ITIL Certificate in Service Offerings and Agreements, the candidate shall fulfil the following requirements:

  • At least 30 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (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 bridging certificate
  • It is also recommended that candidates 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

    All ITIL® courses are offered by QA and Global Knowledge

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        Slough,   SL1 4DX

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    Locations for ITIL® Courses from Activia

    With our quality accreditations for ISO9001, IITT, ILM and the ILP, and a uniquely flexible service, you can be sure that your IT service management through ITIL training courses will get the results you need, at the prices you want.

    Activia centres for ITIL® Service Management

    With seventeen fully equipped training centres , Activia should be your first choice for courses for ITIL certification wherever you are in the UK.
    We provide ITIL® Service Management courses in the following locations:

    • London
      We have six centres in London, serving the City in Bank and Liverpool Street, and Canary Wharf from our London Bridge (SE1) centre, as well as North, West and South West London, in Finchley, Baker Street and London Victoria.
    • Surrey and Sussex
      Our Croydon centre serves Croydon, Reigate and Redhill as well as Crawley, Gatwick and Brighton.
    • Berkshire
      We serve Berkshire and the Thames Valley with three centres in Reading, Slough and Bracknell.
    • Bristol
      Covering Bristol, Avon, Bath and South West England
    • Milton Keynes
      Serving Buckinghamshire, covering Milton Keynes, Aylesbury and High Wycombe, as well as Luton and Bedford.
    • Birmingham
      Serving Warwickshire and the Midlands: Birmingham, Walsall and Dudley, as well as Wolverhampton, Solihull and Tamworth.
    • Nottingham
      Serving Nottingham, Long Eaton and Derby, as well as Loughborough, Melton Mowbray and Leicester.
    • Manchester
      Serving Lancashire and the North West, covering Manchester, Salford, Stockport and Oldham as well as Bolton, Rochdale, Wigan, Warrington and Macclesfield.
    • Sheffield
      Serving South Yorkshire, covering Sheffield, Barnsley and Doncaster as well as Chesterfield and Wakefield.
    • Leeds
      Serving Yorkshire and the North of England, covering Leeds, Bradford and Harrogate as well as Halifax, Wakefield and Castleford.
    • Newcastle Upon Tyne
      Serving Tyneside, also Sunderland and Gateshead, as well as North Shields, South Shields and Whitley Bay.

    In House ITIL® Courses from Activia across the UK

    For in house delivery of ITIL® Service Management, you can expect the same standard of training and service for your certified ITIL training courses as you get at our centres, conveniently delivered at your offices.
    To book your in-house better managed IT services with ITIL certification, you need look no further than Activia.


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