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Service Offerings & Agreements

Course Overview

Service Offerings & Agreements (SOA) represents the capability of a set of core ITIL® processes to identify the IT services currently being offered; those being planned; those being transitioned; and those that are marked for retirement or have been retired. An SOA practice also assists an organization with describing the services to the customer community and negotiating and agreeing with the customers, IT and the various suppliers the required levels of service. A sound SOA practice also manages service demand and associated finances, and manages the relationship with the suppliers.

This course provides critical learning points for IT staff looking to acquire specific knowledge about ITIL terminology, organisational structures, roles, functions and process activities related to SOA. By understanding the implementation considerations for SOA, IT staff will be better equipped to fulfil the capabilities and competencies required to support the entire Service Lifecycle approach.

Inclusions

  • Pink Elephant Online Course Material
  • ITIL Capability: Service Offerings & Agreements Examination
  • A complimentary exam resit if required
  • ITIL Capability SOA Handbook
  • ITIL Wall Chart

Objectives

On this course you will learn:

  • Value to the business of the SOA processes and their activities
  • In-depth review of the key processes needed to support service offerings and agreements, and their associated activities, roles, responsibilities, challenges, risks and critical success factors:
    • Strategy Management for IT Services: The process that establishes strategies for services upon which the other SOA processes depend
    • Business Relationship Management: Ensures the customer’s requirements are correctly identified
    • Financial Management: A strategic process that enables IT to generate service-based costing that, combined with perceived value for the service, results in a real, business-based price
    • Demand Management: Understands demand for services and enables appropriate service strategies
    • Service Portfolio Management: Manages the service portfolio which contains information about IT services from concept through implementation and production to retirement
    • Service Level Management: Sets up Service Level Agreement (SLAs) and ensures that all SLAs have an underpinning support structure in place
    • Service Catalog Management: Provides the single source of information about agreed services and makes sure this information is communicated
    • Demand Management: Identifies patterns of business activity to enable the appropriate strategy to be implemented
    • Supplier Management: Ensures that suppliers support IT service targets and meet business expectations
  • The reliance upon a good business case and a good understanding of ROI
  • Technology and implementation considerations for the key processes
  • Important considerations for continual improvement of these processes

Target Audience

Service Level Managers, IT Supplier Managers, Business Relationship Managers, Financial Managers, and any IT professional involved with the processes described above.

Prerequisites

Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management, attained through either the ITIL IT Service Management Essentials (V2) plus the ITIL V2 -V3 Foundations Bridging Course or the ITIL Foundations. Your certificate must be presented as documentary evidence to gain admission to this course.

In addition to taking the course it is recommended that students complete at least 25 hours of personal study in preparation for the examination, besides the in-class contact hours. The personal study time should be spent reviewing the syllabus, the pertinent areas of the ITIL Service Management Practice core guidance publications and in particular, the Service Strategy and Service Design publications.

Additional Information

Course Materials

All ITIL Capability courses come with complimentary access to Pink Elephant’s e-materials.  These materials are made available to students prior to attending the course and for 30 days following the course. The e-materials include:

  • Course workbooks for students to download and print, or view on laptop or tablet devices
  • Course slideshow
  • Official ITIL practice exams
  • Course reference and exam guidance materials
  • Access to over 300 additional practice questions

Commercially printed course workbooks can also be provided, at additional cost.

Exam, Certification & Awards

  • This course prepares participants for the examination leading to the ITIL Intermediate Certificate: Service Offerings & Agreements.  A 90-minute exam is scheduled on the last day of the course.  It consists of eight multiple choice, scenario-based, gradient scored questions.  To help prepare attendees for the final exam, a sample exam is delivered during the course.  A passing mark of 70% is required to receive your certificate
  • 4 ITIL credits
  • You will attain 32 professional development units (PDUs) for Project Managers
  • You will attain 3.2 Continuing Education Units
  • You will attain 38 Continuing Professional Education credits

Course Fee

  • $2995 including GST

Self-Paced Online Option

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