ITIL V3 Service Offerings and Agreements Certification

Summary

Accredited by AXELOS and PeopleCert

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.

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.

Duration

9.0 Hours/eLearning

Audience

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.

Topics

• ITIL 2011: Service Offerings and Agreements - Course Introduction
• Service Management as a Practice
• Processes, Functions and Generic Roles
• Service Management Key Concepts
• Introduction to SOA
• Exercise: Implementing Challenges, CSFS/KPIS and Risks
• Service Portfolio Management Part 1
• Service Portfolio Management Part
• Service Portfolio Management Part 3
• Service Portfolio Management Part 4
• Service Catalog Management Part 1
• Service Catalog Management Part 2
• Business Relationship Management Part 1
• Business Relationship Management Part 2
• Service Level Management Part 1
• Service Level Management Part 2
• Service Level Management Part 3
• Supplier Management Part 1
• Supplier Management Part 2
• Demand Management Part 1
• Demand Management Part 2
• Financial Management Part 1
• Financial Management Part 2
• Financial Management Part 3
• Financial Management Part 4
• Service Management Technology
• Exam Tips