Training Courses

search courses

SOA3: ITIL® Capability: Service, Offerings & Agreements (SOA) v3

Guaranteed to Run Scheduled Fully Booked
Location
Wellington
Sep 2019
16
Oct 2019
28
Dec 2019
9
Code: SOA3
Length: 5 Days
Overview

Gain practical experience planning and executing processes within ITIL® service offerings and agreements.

Delivery format(s)
On-Site
On-Site
On-Demand
On-Demand
Classroom
Classroom
OBJECTIVES
Service Offerings & Agreements (SOA) represents the capability of a set of core ITIL V3 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.

Candidates must hold the ITIL v3 Foundation Certificate in IT Service Management, attained through the ITIL Foundations course. Your certificate must be presented as documentary evidence to gain admission to this course.

This class is also available as On-Demand - 6-month subscription.

Auldhouse is the Authorised Delivery Partner for Pink Elephant.

PREREQUISITES
  • ITIL Foundation Certification (v3 or newer) required
  • Two to four years of relevant work experience
WHAT YOU’LL LEARN
  • Importance of service management as a practice concept
  • Service lifecycle principals, purpose, and objective
  • 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 activities, methods, and functions used in each of the ITIL service offerings and agreement processes
  • Use the ITIL service offerings and agreement processes, activities, and functions to achieve operational excellence
  • Measure ITIL service offerings and agreements
  • Importance of IT security and its contributions to ITIL service offerings and agreements
  • Technology and implementation considerations surrounding ITIL service offerings and agreements
  • Challenges, key performance indicators (KPIs), critical success factors (CSFs), and risks associated with ITIL service offerings and agreements
WHO SHOULD ATTEND
  • IT operations, technical, or IT management personnel requiring more information about ITIL best practices
  • Anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT
COURSE OUTLINE

1. Service Offerings and Agreements

  • How Service Offerings and Agreements Practices Support the Service Lifecycle
  • Purpose, Objectives, Scope, and Value of Strategy Management for IT Services and the Design Coordination Process
  • Successful Services Depend on the Customer's Perception of Utility and Warranty
  • Relevance of Business Cases and Return-on-Investment to Service Offerings and Agreements Practices

2. Business Relationship Management

  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Triggers, Inputs, Outputs, and Process Interfaces
  • Information Management within the Business Relationship Management Process
  • CSFs and KPIs
  • Challenges and Risks
  • Key Roles and Responsibilities

3. Service Portfolio Management

  • Service Portfolio
  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Triggers, Inputs, Outputs, and Process Interfaces
  • Information Management within the Service Portfolio Management Process
  • CSFs and KPIs
  • Challenges and Risks
  • Key Roles and Responsibilities

4. Financial Management for IT Services

  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Triggers, Inputs, Outputs, and Process Interfaces
  • Information Management within the Financial Management for IT Services Process
  • CSFs and KPIs
  • Challenges and Risks
  • Key Roles and Responsibilities

5. Demand Management

  • Importance of Demand Management to Managing Services throughout their Lifecycle
  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Triggers, Inputs, Outputs, and Process Interfaces
  • Information Management within the Demand Management Process
  • CSFs and KPIs
  • Challenges and Risks
  • Key Roles and Responsibilities

6. Service Catalog Management

  • Importance of the Service Catalog to the Service Lifecycle
  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Triggers, Inputs, Outputs, and Process Interfaces
  • Information Management within the Service Catalog Management Process
  • CSFs and KPIs
  • Challenges and Risks
  • Production of a Service Catalog
  • Key Roles and Responsibilities of Service Catalog Management

7. Service Level Management

  • Importance of Service Level Management to the Service Lifecycle
  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Triggers, Inputs, Outputs, and Process Interfaces
  • Information Management within the Service Level Management Process
  • CSFs and KPIs
  • Challenges and Risks
  • Contents of Service and Operational Level Agreements (SLAs and OLAs)
  • Key Roles and Responsibilities

8. Supplier Management

  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Triggers, Inputs, Outputs, and Process Interfaces
  • Information Management within the Supplier Management Process
  • CSFs and KPIs
  • Challenges and Risks
  • Key Roles and Responsibilities

9. Technology and Implementation Considerations

  • Generic Requirements for Service Management Technologies
  • Evaluation Criteria for Technology and Tooling for Process Implementation
  • Good Procedures for Practice and Process Implementation
  • Challenges, CSFs, and Risks Related to Implementing Practices and Processes
  • How to Plan and Implement Service Management Technologies

10. Exam Preparation/Mock Exam

11. Exam

Enquiry Form