Capability Management: Service Offering and Agreements (SOA) Boot Camp

Description

The ITIL Intermediate Qualification: Service Offerings and Agreements (SOA) Certificate is a freestanding qualification, but is also part of the ITIL Intermediate Capability stream, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management. 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.

This is a seven-day boot camp.

Prerequisites

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.

What’s included?

  • Authorized Courseware
  • Intensive Hands on Skills Development with an Experienced Subject Matter Expert
  • Hands on practice on real Servers and extended lab support 1.800.482.3172
  • Examination Vouchers & Onsite Certification Testing- (excluding Adobe and PMP Boot Camps)
  • Academy Code of Honor: Test Pass Guarantee
  • Optional: Package for Hotel Accommodations, Lunch and Transportation

With several convenient training delivery methods offered, The Academy makes getting the training you need easy. Whether you prefer to learn in a classroom or an online live learning virtual environment, training videos hosted online, and private group classes hosted at your site. We offer expert instruction to individuals, government agencies, non-profits, and corporations. Our live classes, on-sites, and online training videos all feature certified instructors who teach a detailed curriculum and share their expertise and insights with trainees. No matter how you prefer to receive the training, you can count on The Academy for an engaging and effective learning experience.

Methods

  • Instructor Led (the best training format we offer)
  • Live Online Classroom – Online Instructor Led
  • Self-Paced Video

Speak to an Admissions Representative for complete details

Curriculum

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

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 catalog and service pipeline and how these support SOA
Metrics and critical success factors (CSFs) associated with service portfolio management in support of SOA

Service catalog management

Service catalog management, including its concepts, activities, roles and operation as well as its organizational structure and the interfaces with other processes
Service catalog in relationship to the service portfolio, the business catalog, the technical service catalog and how these components are used to ensure service quality within SOA
Metrics and CSFs associated with service catalog management in support of SOA

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

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

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

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

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

SOA roles and responsibilities

The roles and responsibilities related to all of the SOA processes

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

Enrolled