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ITIL® v3 Service Capability: Service Offerings and Agreements Certification Training
Nivå: Intermediate
Snittbetyg:
4,71/5 Based on 100 Reviews
Gain the knowledge and skills you need to plan, implement, and optimise service design processes in this ITIL Service Capability: Service Offerings and Optimisation training. Intermediate SOA focuses on the practical application of SOA practises in order to enable portfolio, service level, service catalogue, demand, supplier and financial management.
Nyckelfunktioner:
- Choose from blended on-demand and instructor-led learning options
- Exclusive LinkedIn group membership for peer and SME community support
- Learning Tree ITIL Success Package included
- ITIL exam voucher included
Du kommer lära dig att:
- 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
Välj den utbildningsform som passar dig bäst
BLANDAT LÄRANDE
On-demand och online lärarträffar
Unlimited annual access to:
- On-demand ITIL SOA modules, courseware, and instructor support
- Earn PMI PDUs for self-directed learning
- Exam voucher included
LIVE, LÄRARLEDD
Klassrum och självstudier
Unlimited annual access to:
- 5-day instructor-led training course
- Earn 30 PMI PDUs
- Earn 30 NASBA CPEs (live, in-class attendance only)
- One-on-one after-course instructor coaching
- Exam voucher (with optional retake)
PREMIUM UTBILDNING
Klassrum, On-demand och självstudier
Unlimited annual access to:
- On-demand ITIL SOA modules, courseware, and instructor support
- 5 day instructor-led course
- One-on-one after course instructor coaching
- Exam voucher included
- ITIL Certification Success Package (w/ unlimited exam vouchers) ›
FÖRETAGSINTERN UTBILDNING
Teamträning
- Använd denna eller någon annan utbildning i ditt företag
- Fullskalig programutveckling
- Levereras när, var och hur du vill
- Blandade utbildningsmodeller
- Skräddarsytt innehåll
- Coaching av ett expertteam
Anpassa kurs och innehåll efter teamets behov
Kontakta ossUtveckla dig och ditt team med anpassade eller öppna kurser alternativt e-learning
Learning Tree erbjuder kundanpassad utbildning hos er, öppna kurser i Stockholm, London eller Washington, möjlighet att delta via våra Anywhere centers (Malmö, Göteborg, Linköping, Stockholm eller Borlänge) eller olika former av e-learning med lärarstöd. Läs mer på www.learningtree.se/priser .
On-demand och online lärarträffar
ITIL On-Demand Training Information
You get annual access to an on-demand ITIL SOA course, official courseware, and support directly from the course instructor.
-
Prerequisites
- Must hold the ITIL Foundation Certificate (see Course 1197, Achieving ITIL® Foundation Certification)
-
Certification Information
- Achieving the ITIL Intermediate Qualification: Service Offerings and Agreements certificate provides four credits towards your ITIL Expert certification.
On-Demand Training Outline
-
Module 00: ITIL© 2011: Service Offerings and Agreements - Course Introduction
-
Module 01: Service Management as a Practise
- Components of the Service Lifecycle
- What is a Service?
- What comprises value?
- What is Service Management?
-
Module 02: Processes, Functions and Generic Roles
- Processes & Functions
- Generic Roles
-
Module 03: Service Management Key Concepts
- The 4Ps of Strategy
- The 4Ps of Service Design
- Portfolio Pipeline and Catalogue
-
Module 04: Introduction to SOA
- Strategy Management for IT Services
- Design Coordination Concepts underpinning SOA
- Implementing Processes & Practises
- Exercise: Sample Exam Question
-
Module 05: Exercise: Implementing Challenges, CSFS/KPIS and Risks
-
Module 06: Service Portfolio Management Part 1
- Purpose & Objective
- Value to the business
-
Module 07: Service Portfolio Management Part 2
- Policies/Principles/Basic Concepts
- Various Portfolios Introduction to Activities
-
Module 08: Service Portfolio Management Part 3
- Define
- Analyse
- Approve
- Charter
-
Module 09: Service Portfolio Management Part 4
- Roles
- Triggers, Inputs/Outputs & Interfaces
- Information Management
- Metrics
- Exercise: Sample Exam Question
-
Module 10: Service Catalogue Management Part 1
- Purpose & Objective
- Value to the business
- Policies/Principles/Basic Concepts
-
Module 11: Service Catalogue Management Part 2
- Activities
- Roles
- Triggers, Inputs/Outputs & Interfaces
- Information Management
- Metrics
- Exercise: Sample Exam Question
- Exercise: Write a Catalogue Entry
-
Module 12: Business Relationship Management Part 1
- Purpose & Objective
- Value to the business
- Policies/Principles/Basic Concepts
-
Module 13: Business Relationship Management Part 2
- Activities
- Roles
- Triggers, Inputs/Outputs & Interfaces
- Information Management
- Metrics
- Exercise: Sample Exam Question
- Exercise: BRM Sources of Information
-
Module 14: Service Level Management Part 1
- Purpose & Objective
- Value to the business
- Policies/Principles/Basic Concepts
-
Module 15: Service Level Management Part 2
- Designing SLA frameworks
- Negotiation
- Service Reporting
- Complaints and compliments
-
Module 16: Service Level Management Part 3
- Roles
- Triggers, Inputs/Outputs & Interfaces
- Information Management
- Metrics
- Exercise: Sample Exam Question
- Exercise: SLA Review
-
Module 17: Supplier Management Part 1
- Purpose & Objective
- Value to the business
- Policies/Principles/Basic Concepts
- Activities
-
Module 18: Supplier Management Part 2
- Activities
- Roles
- Triggers, Inputs/Outputs & Interfaces
- Information Management
- Metrics
- Exercise: Sample Exam Question
-
Module 19: Demand Management Part 1
- Purpose & Objective
- Value to the business
- Policies/Principles/Basic Concepts
- Activities
-
Module 20: Demand Management Part 2
- Roles
- Triggers, Inputs/Outputs & Interfaces
- Information Management
- Metrics
- Exercise: Sample Exam Question
-
Module 21: Financial Management Part 1
- Purpose & Objective
- Value to the business
- Policies/Principles/Basic Concepts
-
Module 22: Financial Management Part 2
- Accounting
- Cost Model
- Cost Type, Elements, Classification
- Depreciation
-
Module 23: Financial Management Part 3
- Budgeting
- Charging
- Pricing and Billing
-
Module 24: Financial Management Part 4
- Roles
- Triggers, Inputs/Outputs & Interfaces
- Information Management
- Metrics
- Exercise: Sample Exam Question
- Exercise: Cost Model for a Desktop Environment
-
Module 25: Service Management Technology
- Tool Selection Process
- SD Tools
- Plan & Implement SM Technologies
- Exercise: Sample Exam Question
-
Module 26: Exam Tips
- Understanding the exam process
- Exam questions and grading
- Taking the exam
- Using the practise exams
ITIL Service Offerings and Agreements FAQs
-
How will I access my course materials if I choose this method?
Once payment is received, you will receive an email from Learning Tree with all the links and information you need to get started.
-
How do I use my exam voucher to take the ITIL SOA exam?
After you receive your ITIL SOA exam voucher from Learning Tree, the exam can be taken any time after the course is completed via PeopleCert (online) or at an eligible testing centre.
-
How do I receive PMI PDU's for the on-demand course?
This on-demand course qualifies to provide you with continuing education credits in the PMI Schema. To record your PDU's follow these steps:
- Go to https://www.pmi.org/
- Log in using your registered user name
- Go to myPMI, then select Report PDUs on CCRS
- Select Course or Training category
- Fill in all required information
Klassrum och självstudier
-
Kurser i Storbritannien, när du deltar online via AnyWare går kursen 10:00-17:30 CET (svensk tid)
3 - 7 jun ( 5 dagar)
9:00 - 5:00 BST London / Online (AnyWare) Boka Din Kursplats -
7 - 11 okt ( 5 dagar)
9:00 - 5:00 BST London / Online (AnyWare) Boka Din Kursplats -
3 - 7 feb ( 5 dagar)
9:00 - 5:00 GMT London / Online (AnyWare) Boka Din Kursplats -
Kurser i USA/Kanada, när du deltar online via AnyWare går kursen 15:00-22:30 CET (svensk tid)
13 - 17 maj ( 5 dagar)
9:00 - 5:00 EDT Alexandria, VA / Online (AnyWare) Boka Din Kursplats -
8 - 12 jul ( 5 dagar)
9:00 - 5:00 EDT New York / Online (AnyWare) Boka Din Kursplats -
26 - 30 aug ( 5 dagar)
9:00 - 5:00 EDT Toronto / Online (AnyWare) Boka Din Kursplats -
30 sep - 4 okt ( 5 dagar)
9:00 - 5:00 EDT Alexandria, VA / Online (AnyWare) Boka Din Kursplats -
28 okt - 1 nov ( 5 dagar)
9:00 - 5:00 EDT Herndon, VA / Online (AnyWare) Boka Din Kursplats -
6 - 10 jan ( 5 dagar)
9:00 - 5:00 EST New York / Online (AnyWare) Boka Din Kursplats -
2 - 6 mar ( 5 dagar)
9:00 - 5:00 EST Toronto / Online (AnyWare) Boka Din Kursplats
Kurs med startgaranti
När du ser symbolen för “Guaranteed to Run” vid ett kurstillfälle vet du att kursen blir av. Garanterat.ITIL Service Offerings and Agreements Course Information
-
Prerequisites
- Must hold the ITIL Foundation Certificate (see Course 1197, Achieving ITIL® Foundation Certification)
-
Certification Information
- Achieving the ITIL Intermediate Qualification: Service Offerings and Agreements certificate provides four credits towards your ITIL Expert certification.
-
Course Preparation
- Before your event, you will receive via email a Pre-Course Study Guide and the ITIL Service Offerings and Agreements Handbook. The Pre-Course Study Guide will let you know which parts of the ITIL Foundation Handbook you should study before class. The Pre-Course Study Guide also contains the official ITIL Service Offerings and Agreements Certificate syllabus, which you should read.
ITIL Service Offerings and Agreements 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 categorization 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 practises for implementation
- Challenges, critical success factors and risks
ITIL Service Offerings and Agreements FAQs
-
What is ITIL SOA?
As one of the certifications in the ITIL Service Capability work stream, the Service Offerings and Agreements module focuses on the application of SOA practises in a practical way.
-
How do I take the ITIL SOA exam?
The ITIL SOA exam can be taken on the last day of the course (in-class), or any time after the course is completed via PeopleCert (online) or at an eligible testing centre.
-
Can I obtain ITIL Intermediate Service Offerings and Agreements certification online?
Yes! We know your busy work schedule may prevent you from getting to one of our classrooms which is why we offer convenient online training to meet your needs wherever you want. This course is available in class, online, or as a private team training event.
-
What background do I need to take the instructor-led class?
Basic IT literacy and around two years of IT experience.
-
What do I need to complete before the instructor-led class?
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
-
How do I use my exam voucher to take the ITIL SOA exam?
The ITIL Service Offerings and Agreements exam can be taken on the last day of the course (in-class), or any time after the instructor-led or on-demand course is completed via an online proctored exam with PeopleCert.
Klassrum, On-demand och självstudier
-
Kurser i Storbritannien, när du deltar online via AnyWare går kursen 10:00-17:30 CET (svensk tid)
3 - 7 jun ( 5 dagar)
9:00 - 5:00 BST London / Online (AnyWare) -
7 - 11 okt ( 5 dagar)
9:00 - 5:00 BST London / Online (AnyWare) -
3 - 7 feb ( 5 dagar)
9:00 - 5:00 GMT London / Online (AnyWare) -
Kurser i USA/Kanada, när du deltar online via AnyWare går kursen 15:00-22:30 CET (svensk tid)
13 - 17 maj ( 5 dagar)
9:00 - 5:00 EDT Alexandria, VA / Online (AnyWare) -
8 - 12 jul ( 5 dagar)
9:00 - 5:00 EDT New York / Online (AnyWare) -
26 - 30 aug ( 5 dagar)
9:00 - 5:00 EDT Toronto / Online (AnyWare) -
30 sep - 4 okt ( 5 dagar)
9:00 - 5:00 EDT Alexandria, VA / Online (AnyWare) -
28 okt - 1 nov ( 5 dagar)
9:00 - 5:00 EDT Herndon, VA / Online (AnyWare) -
6 - 10 jan ( 5 dagar)
9:00 - 5:00 EST New York / Online (AnyWare) -
2 - 6 mar ( 5 dagar)
9:00 - 5:00 EST Toronto / Online (AnyWare)
Kurs med startgaranti
När du ser symbolen för “Guaranteed to Run” vid ett kurstillfälle vet du att kursen blir av. Garanterat.ITIL Unlimited Access Training Information
You get annual access to an on-demand ITIL SOA course, unlimited retakes of our 5 day instructor-led class, official courseware, and support directly from the course instructor.
-
Prerequisites
Must hold the ITIL Foundation Certificate (see Achieving ITIL® Foundation Certification) Certification Information: Achieving the ITIL Intermediate Qualification: Service Offerings and Agreements certificate provides four credits towards your ITIL Expert certification.
-
Certification Information
Achieving the ITIL Intermediate Qualification: Service Offerings and Agreements certificate provides four credits towards 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.
On-Demand Training Outline
-
Module 00: ITIL© 2011: Service Offerings and Agreements - Course Introduction
-
Module 01: Service Management as a Practise
- Components of the Service Lifecycle
- What is a Service?
- What comprises value?
- What is Service Management?
-
Module 02: Processes, Functions and Generic Roles
- Processes & Functions
- Generic Roles
-
Module 03: Service Management Key Concepts
- The 4Ps of Strategy
- The 4Ps of Service Design
- Portfolio Pipeline and Catalogue
-
Module 04: Introduction to SOA
- Strategy Management for IT Services
- Design Coordination Concepts underpinning SOA
- Implementing Processes & Practises
- Exercise: Sample Exam Question
-
Module 05: Exercise: Implementing Challenges, CSFS/KPIS and Risks
-
Module 06: Service Portfolio Management Part 1
- Purpose & Objective
- Value to the business
-
Module 07: Service Portfolio Management Part 2
- Policies/Principles/Basic Concepts
- Various Portfolios Introduction to Activities
-
Module 08: Service Portfolio Management Part 3
- Define
- Analyse
- Approve
- Charter
-
Module 09: Service Portfolio Management Part 4
- Roles
- Triggers, Inputs/Outputs & Interfaces
- Information Management
- Metrics
- Exercise: Sample Exam Question
-
Module 10: Service Catalogue Management Part 1
- Purpose & Objective
- Value to the business
- Policies/Principles/Basic Concepts
-
Module 11: Service Catalogue Management Part 2
- Activities
- Roles
- Triggers, Inputs/Outputs & Interfaces
- Information Management
- Metrics
- Exercise: Sample Exam Question
- Exercise: Write a Catalogue Entry
-
Module 12: Business Relationship Management Part 1
- Purpose & Objective
- Value to the business
- Policies/Principles/Basic Concepts
-
Module 13: Business Relationship Management Part 2
- Activities
- Roles
- Triggers, Inputs/Outputs & Interfaces
- Information Management
- Metrics
- Exercise: Sample Exam Question
- Exercise: BRM Sources of Information
-
Module 14: Service Level Management Part 1
- Purpose & Objective
- Value to the business
- Policies/Principles/Basic Concepts
-
Module 15: Service Level Management Part 2
- Designing SLA frameworks
- Negotiation
- Service Reporting
- Complaints and compliments
-
Module 16: Service Level Management Part 3
- Roles
- Triggers, Inputs/Outputs & Interfaces
- Information Management
- Metrics
- Exercise: Sample Exam Question
- Exercise: SLA Review
-
Module 17: Supplier Management Part 1
- Purpose & Objective
- Value to the business
- Policies/Principles/Basic Concepts
- Activities
-
Module 18: Supplier Management Part 2
- Activities
- Roles
- Triggers, Inputs/Outputs & Interfaces
- Information Management
- Metrics
- Exercise: Sample Exam Question
-
Module 19: Demand Management Part 1
- Purpose & Objective
- Value to the business
- Policies/Principles/Basic Concepts
- Activities
-
Module 20: Demand Management Part 2
- Roles
- Triggers, Inputs/Outputs & Interfaces
- Information Management
- Metrics
- Exercise: Sample Exam Question
-
Module 21: Financial Management Part 1
- Purpose & Objective
- Value to the business
- Policies/Principles/Basic Concepts
-
Module 22: Financial Management Part 2
- Accounting
- Cost Model
- Cost Type, Elements, Classification
- Depreciation
-
Module 23: Financial Management Part 3
- Budgeting
- Charging
- Pricing and Billing
-
Module 24: Financial Management Part 4
- Roles
- Triggers, Inputs/Outputs & Interfaces
- Information Management
- Metrics
- Exercise: Sample Exam Question
- Exercise: Cost Model for a Desktop Environment
-
Module 25: Service Management Technology
- Tool Selection Process
- SD Tools
- Plan & Implement SM Technologies
- Exercise: Sample Exam Question
-
Module 26: Exam Tips
- Understanding the exam process
- Exam questions and grading
- Taking the exam
- Using the practise exams
ITIL Service Offerings and Agreements FAQs
-
How will I access my course materials if I choose this method?
Once payment is received, you will receive an email from Learning Tree with all the links and information you need to get started.
-
What background do I need to take the instructor-led class?
Basic IT literacy and around two years of IT experience.
-
What do I need to complete before the instructor-led class?
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
-
How do I use my exam voucher to take the ITIL SOA exam?
The ITIL Service Offerings and Agreements exam can be taken on the last day of the course (in-class), or any time after the instructor-led or on-demand course is completed via PeopleCert (online) or at an eligible testing centre.
-
How do I receive PMI PDU's for the on-demand course?
This on-demand course qualifies to provide you with continuing education credits in the PMI Schema. To record your PDU's follow these steps:
- Go to https://www.pmi.org/
- Log in using your registered user name
- Go to myPMI, then select Report PDUs on CCRS
- Select Course or Training category
- Fill in all required information
Teamträning
Relaterade kurser
ITIL® v3 Intermediate: Continual Service Improvement Certification TrainingITIL® v3 Service Lifecycle: Service Operation TrainingITIL® v3 Intermediate: Operational Support and Analysis Certification TrainingITIL® v3 Intermediate: Service TransitionITIL ® v3 Intermediate: Release, Control and Validation Certification TrainingITIL® v3 Intermediate: Service Design Certification TrainingITIL® v3 Service Lifecycle: Service Strategy TrainingITIL® v3 Intermediate: Planning, Protection and Optimisation Certification TrainingITIL® Managing Across the Lifecycle Certification Training
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*Partnerkurser kan ha andra villkor, kontakta oss för mer information.