Course Description
GogoTraining is an ITIL® accredited ATO and the course videos along with the exercises fulfill the 30 contact hours required to sit for your exam.
This Service Offerings & Agreements (SOA) course provides you with an intense and focused exploration of the new and modified topics in ITIL® 2011. The course is intended for those who work within a Service Management environment and require a deeper understanding of the concepts, processes and activities involved in the strategy, definition and documentation of services. The SOA concepts are shown how they may be used to enhance overall service quality, service provision and contribute to their organization’s ongoing service improvement program.
In This Course You Will Learn How To:
The main focus of this course is on the process activities and supporting methods and approaches to executing the SOA processes in a practical, hands-on learning environment. This course has a number of study units with practical application to reinforce the knowledge gained. These include:
- The Service Lifecycle and Service Management as a practice: Understand the Service Lifecycle and the objectives and business value for each phase in the lifecycle; understand and articulate “service” and be able to explain the concept of Service Management as a practice
- Basic Service Offerings & Agreement Principles: Understand the common principles and guidelines grounded in the Service Strategy and Design phases (e.g., a business case and ROI requirements) that will influence the performance of the SOA processes
- Service Offerings & Agreement Processes: Understand and articulate the activities of the SOA processes as well as the activities shared across the lifecycle. Other areas of discussion include information management requirements, challenges, critical success factors and risks within each of the processes. The processes include:
• Service Portfolio Management
• Service Catalog Management
• Service Level Management
• Demand Management
• Supplier Management
• Financial Management
• Business Relationship Management
- Explore Technology and Implementation Consideration: Understand the role of technology to the SOA processes and explore concepts that have great impact on their implementation.
Prerequisites
ITIL® Foundations training is required prior to taking this course and it is highly recommended that all ITIL Intermediate Candidates have 2 to 4 years of Service Management Experience. If you plan on taking the ITIL® 2011: Service Offerings and Agreements certification exam, then you must have taken and passed the ITIL® Foundations exam (or v2, v3 or 2011equivalent) and present the certificate to the testing organization in order to sit for this exam.
Before attending training for the certification it is also strongly recommended that candidates read the ITIL Service Lifecycle core publications and, in particular, the ITIL Service Strategy and ITIL Service Design publications.
Outline
Module 00: ITIL© 2011: Service Offerings and Agreements - Course Introduction
Module 01: Service Management as a Practice
- 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 Catalog
Module 04: Introduction to SOA
- Strategy Management for IT Services
- Design Coordination
- Concepts underpinning SOA
- Implementing Processes & Practices
- 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
- Analyze
- Approve
- Charter
Module 09: Service Portfolio Management Part 4
- Roles
- Triggers, Inputs/Outputs & Interfaces
- Information Management
- Metrics
- Exercise: Sample Exam Question
Module 10: Service Catalog Management Part 1
- Purpose & Objective
- Value to the business
- Policies/Principles/Basic Concepts
Module 11: Service Catalog Management Part 2
- Activities
- Roles
- Triggers, Inputs/Outputs & Interfaces
- Information Management
- Metrics
- Exercise: Sample Exam Question
- Exercise: Write a Catalog 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 practice exams
Certification
GogoTraining's ITIL® 2011: Service Offerings and Agreements course is Accredited by AXELOS and PEOPLECERT and fully qualifies you to sit for the ITIL Service Offering and Agreements exam.
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All exam orders are processed within 24 hours Monday to Friday. Once your exam is ordered you will receive an immediate informational email directly from PEOPLECERT which will include a link for you to register and take your exam. if you have any questions, Contact GogoTraining.
How GogoTraining Prepares You to Pass Your Exam
All GogoTraining ITIL courses come with a Training Plan to help you master the material in the course and 2 sets of Official Sample Exams for you to take upon completion of the course and the course exercises so you can test your knowledge. At the end of the course you will receive a Certificate of Completion from GogoTraining. In order to be considered Certified in this area you will need to take the Official ITIL Exam given by PEOPLECERT.
Course Transcripts and Certificates of Completion come with this course and you will use these official documents to verify that you took the required and accredited training to qualify to sit for the official exam.
Certification Requirements
To be eligible for the ITIL® Intermediate Qualification: Service Offerings and Agreements examination, candidates shall fulfill the following requirements:
• At least 30 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course and scheme
• A basic IT literacy and around 2 years IT experience are highly desirable
• Hold the ITIL® Foundation Certificate in IT Service Management (or other appropriate earlier ITIL and bridge qualifications)
• It is recommended that candidates should complete at least 21 hours of personal study by reviewing the syllabus and the ITIL® Service Offerings and Agreements publication in preparation for the examination.
The ITIL® Service Offerings and Agreements exam is an 8 question multiple choice scenario-based exam and you may take up to 90 minutes to complete it. Each question will have four possible answer options, one of which is worth five marks, one which is worth three marks, one which is worth one mark, and one which is a distracter and achieves no marks.
A passing mark is 70% or higher. When you pass your exam you will receive 4 credits toward your ITIL® Expert certification.
How to receive your PMI PDU's
Instructions on how to receive PMI PDU's can be found in the Get Your Course Materials section of this page.
