ICSOA: ITIL® Intermediate Module - Service Offerings and Agreements

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COURSE OBJECTIVES

Upon completion of this program, participants should be able to:

  • Service Management as a practice.
  • The following processes across the Service Lifecycle pertaining to the Service Offerings and Agreement curriculum: Service Portfolio Management, Service Catalogue Management, Service Level Management, Demand Management, Supplier Management, Financial Management.
  • Operational activities of processes covered in other lifecycle phases such as Incident and Change Management.
  • Common Service Operation activities related to Service Offerings and Agreement.
  • 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.

WHAT YOU WILL LEARN

The Intermediate Level ITIL® v3 (version 3) Service Capability Module Service Offerings and Agreements"offers candidates the ability to obtain role-based handson experience in a specific cluster of

processes according to ITIL v3.

This 5-day training includes an optional exam. Passing this exam adds 4 credits towards the 22 required credits to enter the advanced level in IT service management certification based on ITIL v3. Each module of the capabilities series covers a specific cluster of ITIL v3 processes tailored to relevant roles.

During this 5-day instructor-led course, participants will obtain knowledge and hands-on experience in Service Offerings and Agreements. A mixed balance of practical assignments and lecturing, reinforce knowledge and boost capabilities on the subject.

Interactive lessons and lectures prepare participants for the optional exam: ITIL v3 Capability Module Service Offerings and Agreements.

AUDIENCE

The course, ITIL v3 Capability Module Service Offerings and Agreements, is targeted towards existing holders of the ITIL v3 Foundation certificate who want to gain in-depth knowledge and hands-on experience in Service Offerings and Agreements.

Candidates who wish to certify for ITIL v3 at intermediate or advanced levels can earn 4 credits by passing the optional exam.

PREREQUISITES

An ITIL v3 Foundation certificate and preferably about two years work experience in an IT service management environment.

METHODOLOGY

This program will be conducted with interactive lectures, PowerPoint presentation, discussions and practical exercise

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 relationships 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

Exercise :

  • SOA 1 – Service Portfolio Management
  • The process including the utilization of the Service Catalogue by other processes and functions
  • Produce a Service Catalogue

Exercise :

  • SOA 2 – Service Catalogue Management


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 generates 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

Exercises:

  • SOA 3 – Service Level Management 1
  • SOA 4 – Service Level Management 2


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

Exercise :

  • OA 5 - Demand Management


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 including evaluation of new suppliers
  • The use of Supplier Categorization and maintenance of the Supplier Database
  • The use of key metrics, challenges, critical success factors and risks associated with the process
  • The inputs and outputs of the process

Exercise :

  • SOA 6 – Supplier Management


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

Exercise :

  • SOA 7 – Financial Management 1
  • SOA 8 – Financial Management 2


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 of the Supplier Manager

Exercise : SOA 9 – Roles And Responsibilities


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



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