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ITIL® Intermediate: Service Offerings and Agreements

COURSE TYPE

Intermediate

Course Number

998

Duration

5 Days

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Gain the foundational knowledge and skills to plan, implement, and optimise IT processes and best practices in this ITIL Service Capability training course. This five-day course will provide you with the foundational knowledge needed to pass the ITIL Service Offerings and Agreement certification exam, and four credits towards your ITIL Expert certification.

You Will Learn How To

  • Prepare for and pass the ITIL Service Offerings and Agreements (SOA) exam
  • Outline key activities for the SOA processes
  • Achieve operational excellence using the SOA activities and functions
  • Measure the success of SOA by evaluating challenges, critical success factors, and risks

Important Course Information

Requirements:

  • Must hold the ITIL Foundation Certificate (see Course 1197, Achieving ITIL® Foundation Certification)

Recommended Experience:

  • Basic IT literacy and around two years of IT experience

Course Preparation:

  • Before your event, you will be sent a Pre-Course Study Guide and the Service Offerings and Agreements ITIL 2011 Intermediate Capability Handbook, which you should read as part of the 12 hours of personal study
  • You should acquire and read the Service Offerings and Agreements ITIL 2011 Intermediate Capability Handbook, focusing on Chapter 2, and review your ITIL Foundation course materials

Exam Information:

  • The ITIL Service Offerings and Agreements exam can be taken on the last day of the course (in-class), or any time after the course is completed via ProctorU (online) or at an eligible testing centre
  • Achieving the ITIL Intermediate Qualification: Service Offerings and Agreements certificate provides four credits toward your ITIL Expert certification

All-Inclusive — ITIL Exam Success Package, After-Course Coaching, Exam Fee:

  • Learning Tree is with you from the beginning of your planning until you pass your certification exams with Unlimited FREE Exam and Course retakes for a year, plus coaching with your instructor to help you prepare for your exam or answer real-world ITIL implementation challenges. In fact, successful ITIL implementation often relies on key internal sponsors to ensure the required culture change occurs after ITIL training, so your instructor can help identify important next steps.
  • ITIL course attendees that would like to retake their ITIL course or exam must do so within 12 months of the original course date and will not be charged for their retake. If an attendee fails an exam and then two retakes, the attendee must re-attend the course before taking the exam again.

Course Outline

  • ITIL Service Offerings and Agreements (SOA): Introduction and Overview
  • The context in the service lifecycle of the SOA processes
  • Strategy management for IT services
  • Design coordination
  • Service Portfolio and Service Catalogue Management

Principles of service portfolio management

  • Relationship to the service catalogue and service pipeline
  • Thinking strategically
  • Achieving customer focus
  • Designing the service portfolio
  • Allocating resources
  • Linking business and IT services

Integrating the service catalogue

  • Purpose, goals and objectives
  • Technical and business service catalogues
  • Detailing operational services
  • Using key metrics and critical success factors
  • Producing a service catalogue
  • Service Level Management (SLM)

Service level management goals

  • The significance of SLM to the service lifecycle
  • How SLM creates business value
  • Analysing and explaining the scope of the process
  • Policies, principles and basic concepts of SLM

The service level management process

  • Negotiating Service Level Agreements (SLAs)
  • Deliverables, roles and responsibilities
  • SLAs, OLAs and review meetings
  • Service improvement plans
  • Monitoring service performance against SLAs
  • Demand and Supplier Management

Demand management

  • Activity-based demand management and business activity patterns
  • Managing capacity to maximise value
  • Identifying patterns of business activity
  • Connecting demand management to the service portfolio

Supplier management

  • Analysing the use of the supplier management process
  • Process, scope and objectives
  • Evaluating new suppliers
  • Supplier categorisation and maintenance of the supplier and contract database
  • Ensuring supplier performance
  • Contract management and administration
  • Financial Management for IT Services

How financial management contributes to the service lifecycle

  • Managing financial considerations
  • The scope, purpose and goals of the process
  • Basic concepts: funding, accounting and charging

Principles of financial management

  • Value to the business
  • Building a business case
  • Applying information management
  • Generating and disseminating information
  • Dealing with challenges and risks
  • Business Relationship Management (BRM)
  • The purpose, objectives and scope of BRM
  • Process activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • Critical success factors and key performance indicators
  • Roles and Responsibilities
  • Service portfolio management
  • Service catalogue management
  • Service level management
  • Supplier manager
  • Technology and Implementation Considerations
  • Technology implementation as part of implementing service management
  • Special technology functions related to SOA
  • Generic requirements and evaluation criteria
  • Good practices for implementation
  • Challenges, critical success factors and risks
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Convenient Ways to Attend This Instructor-Led Course

Hassle-Free Enrolment: No advance payment required to reserve your seat.
Tuition Fee due 30 days after you attend your course.

In the Classroom

Live, Online

Private Team Training

In the Classroom — OR — Live, Online

Tuition Fee — Standard: £1495  

12 - 16 Mar (5 Days)
9:00 AM - 5:00 PM GMT
London / Online (AnyWare) London / Online (AnyWare) Reserve Your Seat

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Live, Online
In-Class

9 - 13 Jul (5 Days)
9:00 AM - 5:00 PM BST
London / Online (AnyWare) London / Online (AnyWare) Reserve Your Seat

How would you like to attend?

Live, Online
In-Class

5 - 9 Nov (5 Days)
9:00 AM - 5:00 PM GMT
London / Online (AnyWare) London / Online (AnyWare) Reserve Your Seat

How would you like to attend?

Live, Online
In-Class

AFTERNOON START: Attend these live courses online via Anyware

5 - 9 Mar (5 Days)
2:00 PM - 10:00 PM GMT
Rockville, MD / Online (AnyWare) Rockville, MD / Online (AnyWare) Reserve Your Seat

How would you like to attend?

Live, Online
In-Class

30 Apr - 4 May (5 Days)
2:00 PM - 10:00 PM BST
Herndon, VA / Online (AnyWare) Herndon, VA / Online (AnyWare) Reserve Your Seat

How would you like to attend?

Live, Online
In-Class

29 Oct - 2 Nov (5 Days)
1:00 PM - 9:00 PM GMT
Herndon, VA / Online (AnyWare) Herndon, VA / Online (AnyWare) Reserve Your Seat

How would you like to attend?

Live, Online
In-Class

Guaranteed to Run

Private Team Training

Enroling at least 3 people in this course? Consider bringing this (or any course that can be custom designed) to your preferred location as a private team training.

For details, call 0800 282 353 or Click here »

Tuition Fee

Standard

In Classroom or
Online

Standard

Private Team Training

Contact Us »

Course Tuition Fee Includes:

After-Course Instructor Coaching
When you return to work, you are entitled to schedule a free coaching session with your instructor for help and guidance as you apply your new skills.

ITIL Certification Success Package
Exclusively available from Learning Tree, your ITIL training comes with a suite of benefits, including: unlimited course and exam retakes, free webinars, and expert guidance through the ITIL certification process.

Free Course Exam
You can take your Learning Tree course exam on the last day of your course or online at any time after class and receive a Certificate of Achievement with the designation "Awarded with Distinction."

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Training Hours

Days 1 - 4 class hours:
9:00 a.m. - 5:00 p.m.
Two 15-minute breaks
60-minute lunch

Day 5 class hours:
9:00 a.m. - 4:00 p.m.
Two 15-minute breaks
60-minute lunch

Exam*:
2:30 p.m. - 4:00 p.m.
*All AnyWare remote attendees will need to contact our Learning Tree Customer Service department prior to their course start date in order to make arrangements for taking the necessary ITIL exam.

Both Learning Tree and this course have been accredited by PEOPLECERT. As an Accredited Training Organisation (ATO), Learning Tree and its trainers have been approved to deliver this course and invigilate ITIL exams. PEOPLECERT is responsible for providing the examination papers, and marking and notifying Learning Tree of the results. The five ITIL core manuals are part of a suite of guidance owned by AXELOS Limited aimed at helping organisations and individuals manage their projects, programmes, and services.

AFTERNOON START class hours:
2:00 p.m. - 9:30 p.m.


Last day class hours:
2:00 p.m. - 8:30 p.m.


Free Course Exam – Last Day:
8:30 p.m. - 9:30 p.m.


Each class day:
Informal discussion with instructor about your projects or areas of special interest
9:30 p.m. - 10:30 p.m.

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Earn 30 PDUs


PMI, the Registered Education Provider logo, PMP, CAPM, PMI-ACP,
and PMBOK are marks of the Project Management Institute, Inc.

This course is approved by PMI® for 30 professional development units (PDUs). For more on the Project Management Institute and a full list of courses approved for PDUs.

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“The quality of the ITIL workshops and the experience of the instructors greatly contributed to my success!”

- S. Srour, Consultant and ITIL Instructor
Sogeti

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