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  ITIL® SERVICE OFFERINGS AND AGREEMENTS (SOA)

 

COURSE DESCRIPTION
This course immerses learners in the practical aspects of the ITIL® Service Lifecycle and processes associated with the Service Offerings and Agreements of services and service delivery. The main focus of this course is on the operational-level process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment. This training is intended to enable the holders of the certificate to apply the practices during the Service Management Lifecycle.

 

This course is designed using an engaging scenario-based approach to learning the core disciplines of the ITIL best practice and positions the student to successfully complete the associated exam.

 

The Service Offerings and Agreements module is one of the ITIL Service Capability modules, and will be of interest to candidates wishing to gain a deep level of understanding of ITIL processes and roles, how they are implemented and how they interact.

 

The modular structure of the Intermediate level allows candidates to develop an ITIL specialism. The Service Offerings and Agreements module will help you to gain the technical level of knowledge and skills required for detailed execution and implementation of specific ITIL processes.

 

Service Lifecycle modules which would enhance your knowledge gained from this module are:

  • Service Design (SD)
  • Service Strategy (SO)

Credits obtained from the Service Offerings and Agreements (SOA) qualification may not be combined with the credits obtained from the IPAD Practitioner module towards an ITIL Expert Level application due to the high level of content overlap

 

COURSE BENEFITS
The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in service management as documented in the ITIL Service Lifecycle core publications

 

Candidates can expect to gain competencies in the following areas upon successful completion of the education and examination components related to this certification

  • 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 course
  • SOA roles and responsibilities
  • Technology and implementation considerations
  • Challenges, critical success factors and risks

 

WHO SHOULD ATTEND
The target group of the ITIL Intermediate Qualification: Service Offerings and Agreements Certificate includes, but is not restricted to

  • IT Professionals
  • Business managers
  • Business process owners
  • Individuals who require a deep understanding of the Service Offerings and Agreements
  • Processes and of how it may be used to enhance the quality of IT service support within an
  • Organization
  • IT professionals who are working within an organization that has adopted and adapted ITIL and who need to be informed about, and thereafter contribute to, an ongoing service improvement program
  • Operational staff involved in service portfolio management; service level management; service catalogue management; demand management; supplier management; financial management for
  • IT services and business relationship management who wish to enhance their role-based
  • Capabilities
  • Individuals who have attained the ITIL Foundation Certificate in IT Service Management and wish to advance to higher level ITIL certifications
  • Individuals seeking the ITIL Expert Certificate in IT Service Management for which this qualification can be one of the prerequisite modules
  • Individuals seeking progress toward the ITIL Master Certificate in IT Service Management for which the ITIL Expert is a prerequisite.

 

TRAINING AND EXAM
- Candidates for this course must Hold an ITIL Foundation Certificate or ITIL (V2) Foundation + (V3) Foundation Bridge Certificate
- Have undertaken 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
- Can demonstrate familiarity with IT terminology and understand that the context of service offerings and agreements management within their own business environment is strongly recommended
- Have experience of working in the service management capacity within a service provider environment, with responsibility for at least one of the following management processes and activities

  • Service portfolio management
  • Service Catalog Management
  • Service level Management
  • Demand Management
  • Supplier Management
  • Financial management of IT Services
  • Business relationship management

 

CERTIFICATION
After completing this course, students will receive the Certificate of Completion from SmartPro

 

COURSE CONTENT
1. Introduction to service offerings and agreements (SOA):

  • The value to the business of SOA activities
  • The lifecycle within the SOA context
  • How services deliver value to customers and the business and the relevance to the SOA processes
  • How requirements are identified through the SOA processes
  • Understanding return on investment (ROI) and the business case

2. Service portfolio management:

  • Service portfolio management, including concepts, methods, activities, roles and operation as well as its organizational structure and the interfaces with other processes
  • Service portfolio management in relationship to the service catalogue and service pipeline and how these support SOA
  • Metrics and critical success factors (CSFs) associated with service portfolio management in support of OSA

3. Service catalogue management :

  • Service catalogue management, including its concepts, activities, roles and operation as well as its organizational structure and the interfaces with other processes
  • 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
  • Metrics and CSFs associated with service catalogue management in support of SOA

4. Service level management:

  • Service level management (SLM), including its concepts, activities, roles and operation as well as its organizational structure and any interfaces with other processes
  • 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
  • How these components are used to ensure service quality within SOA

5. Demand management:

  • Demand management process, including its concepts, activities, roles and operation as well as its organizational structure and any interfaces with other processes
  • Demand for services especially in relation to patterns of business activity and how it is used within SOA
  • 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
  • Metrics and CSFs associated with demand management in support of SOA

6. Supplier management:

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

  • Financial management for IT services, including its concepts, activities, roles and operation as well
  • as its organizational structure and any interfaces with other processes
  • Financial management for IT services components and activities, including budgeting, accounting and charging and how these are used to ensure service quality within SOA
  • Metrics and CSFs associated with financial management for IT services in support of SOA

8. Business relationship management:

  • Business relationship management, including its concepts, activities, roles and operation as well as its organizational structure and any interfaces with other processes
  • Metrics and CSFs associated with business relationship management in support of SOA

9. SOA roles and responsibilities:

  • The roles and responsibilities related to all of the SOA processes

10. Technology and implementation considerations:

  • Service management tools and where/how they would be used within SOA for process
  • Implementation
  • The tools that support SOA
  • What best practices should be used in order to alleviate challenges and risks when implementing
  • Service Management technologies and designing technology architectures
     

 

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