Course

Service Offerings & Agreements

Service Offerings & Agreements (SOA) course

Intermediate examination

The course forms part of the ITILŪ Intermediate qualification program.

Course Structure

  • This course enables an organisation to introduce Service Portfolio Management, Service Catalogue Management, Service Level Management, Demand Management, Supplier Management, Financial Management and Business Relationship Management as integral parts of its overall business-focused Services Framework.

Course Content

Introduction and Overview

  • Service Management as a practice
  • How it delivers value to customers and the business
  • The underpinning processes and functions that support the Service Lifecycle
  • Which stages of the Service Lifecycle contribute to SOA and how they all interact

Service Portfolio Management

  • Service Portfolio Management inclusive of its design strategy, components, methods, activities, roles and operation including 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
  • The benefits and business value from Service Portfolio Management

Service Catalogue Management

  • Service Catalogue Management inclusive of its design strategy, components, activities, roles and operation including 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 quality service within SOA
  • Metrics and Critical Success Factors (CSFs) associated with Service Catalogue Management in support of SOA

Service Level Management (SLM)

  • Service Level Management (SLM) inclusive of design strategy, components, activities, roles and operation including its organizational structure as well as any interfaces with other processes
  • SLM components and activities including Service Level Agreements (SLAs) structures, Service Level Requirements (SLRs), Operational Level Agreements (OLAs), Critical Success Factors (CSFs), Underpinning Contracts (UCs) their metrics, performance and monitoring
  • How these components are used to ensure quality service within SOA
  • The benefits and business value of SLM

 

Demand Management

  • Demand Management process inclusive of design strategy, components, activities, roles and operation including its organizational structure as well as any interfaces with other processes
  • Demand especially as it relates to business activity patterns 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

Supplier Management

  • Supplier Management process inclusive of design strategy, components, activities, roles and operation including its organizational structure as well as any interfaces with other processes
  • Supplier Management components and activities and how these are used to ensure quality service within SOA
  • The benefits and business value that can be gained from Supplier Management as related to SOA Financial Management
  • Financial Management inclusive of design strategy, components, activities, roles and operation including its organizational structure as well as any interfaces with other processes
  • Financial Management components and activities including funding, accounting, chargeback, Return on Investment and how these are used to ensure quality service within SOA
  • The benefits and business value that can be gained from Financial Management

Roles and Responsibilities

  • Business Relationship Manager roles and responsibilities and how they support SOA
  • Business Relationship Manager activities and how these are used to ensure quality service within SOA
  • The roles and responsibilities related to Service Catalogue Manager, Service Level Manager and the Supplier Manager and how they fit within the Service Design organization to support SOA

Technology and Implementation Considerations

  • Service Management tools and where/how they would be used within SOA for process implementation
  • The tools that support SOA
  • Challenges and Risks when implementing SOA practices and processes

 

 

Target Audience

  • *   Individuals who have their ITIL v3 Foundation Certificate (or the ITIL v2 Foundation + v3 Foundation Bridge certificate) who want to purse the intermediate and advanced level ITIL certifications.
  • *   Individuals who require understanding of the ITIL Service Operation phase of the ITIL core lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization.
  • *   IT professionals working in or new to a Service Operation environment and requiring a detailed understanding of the concepts, processes, functions and activities involved.
  • *   Individuals seeking the ITIL Expert certification in IT Service Management for which this qualification is one of the prerequisite modules.
  • *   Individuals seeking progress towards the ITIL Master in IT Service Management for which the ITIL Expert is a prerequisite.
  • *   A typical role includes (but is not restricted to): CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, service test managers and ITSM trainers.