ITIL® Intermediate SOA Certification Training

Learning Objectives -

• Upon completion of this course and examination, the learner will gain competencies in:
• Understanding Service Management as a Practice and how the processes within Service Offerings and Agreements support the Service Lifecycle
• Knowing the important role of Service Offerings and Agreements in service provision and understanding of how the in-scope processes interact with other Service Lifecycle processes
• The activities, methods and functions used in each of the Planning Protection and Optimization processes
• The activities, methods and functions used in each of the Service Offerings and Agreements processes
• The application of Service Offerings and Agreements processes, activities and functions to achieve operational excellence
• How to measure Service Offerings and Agreements performance
• The importance of IT Security and how it supports Service Offerings and Agreements
• Understanding technology and implementation requirements in support of Service Offerings and Agreements
• The challenges, critical success factors and risks related with Service Offerings and Agreements

The Service Offerings and Agreements Capability course will be of interest to:

• Individuals who have their ITIL® Foundation Certificate (or the ITIL® v2 Foundation + v3 Foundation Bridge certificate) who want to purse the intermediate and advanced level ITIL® certifications
• Individuals and / or operational staff who require a deep practical understanding of the Service Offerings and Agreements processes and how these may be used to enhance the quality of IT service support within an organization, for example: operational staff involved in Service Portfolio Management; Service Catalogue Management, Service Level management, Demand Management, Supplier Management, Financial Management and business Relationship Management
• IT professionals involved in IT Service Management implementation and improvement programs.
• A typical role includes (but is not restricted to): IT professionals, IT / business managers and IT / business process owners, IT practitioners.

Introduction and Overview

• Service Management as a practice
• Role of processes in Service Management
• How Service Management creates business value Service Portfolio and Service Catalog Management Principles of Service Portfolio Management (SPM)
• Thinking strategically: SWOT
• Achieving customer focus
• Pricing and chargeback models
• Allocating resources
• Relationship between Service Catalog and service pipeline
• Linking business and IT services

Integrating the Service Catalog into the Service Portfolio

• Purpose, goals and objectives
• Technical and business Service Catalogs
• Detailing operational services
• Using key metrics and critical success factors
• Producing a Service Catalog

Service Level Management (SLM) Service Management goals

• The significance of SLM to the Service Lifecycle
• How Service Level management creates business value
• Analyzing and explaining the scope of the process

The Service Management process

• Principles and basic concepts of SLM
• Negotiating Service Level Agreements (SLAs)
• Deliverables, roles and responsibilities
• SLAs, OLAs and review meetings
• Planning for Service Improvement Projects (SIPs)
• Monitoring service performance against SLAs

Demand and Supplier Management Demand Management

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

Supplier Management

• Analyzing the use of the Supplier Management process
• Process scope and objectives
• Supplier Categorization and maintenance of the Supplier Database (SD)
• Contract administration
• Contract management

Financial Management

• How Financial Management contributes to the Service Lifecycle Operation
• Managing financial considerations
• The scope, purpose and goals of the process
• Basic concepts: funding, accounting and chargeback

Principles of Service Economics

• Budgeting, accounting and charging
• Service valuation
• Building a business case
• Enabling service demand modeling and management
• Generating and disseminating information
• Dealing with complex chargeback issues

Roles and Responsibilities

• Business Relationship Management: the role of business relationship managers
• Service Catalog Management
• Service Level Management
• Supplier Manager

Business relationship management

• The purpose and objectives of BRM
• The scope of BRM
• The value to the business of BRM
• Information management
• Challenges and risks

Technology and Implementation Considerations

• Technology implementation as part of implementing service management
• Special technology functions related to Service Offerings and Agreement
• Generic requirements and evaluation criteria
• Good practices for implementation
• Challenges, critical success factors and risks

• Familiarizing Service Management as a Practice and how the processes within ITIL® Service Offerings and Agreements support the Service Lifecycle
• Acknowledging the important role of ITIL® SOA Certification in service provision and understanding of how the in-scope processes interact with other Service Lifecycle processes
• Analyzing activities, methods and functions used in each of the Planning Protection and Optimization processes through an in-depth study of ITIL® SOA Training
• Deciphering the activities, methods and functions used in each of the Service Offerings and Agreements processes through ITIL® SOA
• The application of ITIL® SOA Training processes, activities and functions to achieve operational excellence
• Study of how to measure ITIL® Service Offerings and Agreements performance
• Creating the awareness of the importance of IT Security through study of SOA Certification
• Understanding technology and implementation requirements in support of Service Offerings and Agreements
• Encountering challenges, critical success factors and risks related with ITIL® SOA Training

What is ITIL® SOA Certification?

• This course provides comprehensive training for anyone involved in provision, support, and delivery of IT Services

What is the Eligibility Criteria / Pre-requisites for the ITIL® SOA Exam?

• Evidence of ITIL® Foundation Certificate or ITIL® v2 Foundation + v3 Foundation Bridge Certificate

What is the duration of training?

• Training duration is 2-3 days.

Do you provide certificates on successfully completing the course?

• Yes, at the end of the class, we will execute PeopleCert exams. After passing the exam you will receive soft copy of certificate on your email which states that you have successfully completed the course.

When are the classes conducted?

• All open house sessions are conducted on weekends only. For in-house sessions, it can be as per the customer requested schedule.

What all is included in the course?

• Along with facilitating training sessions, we provide required course material and practice questions for exam preparation

Who conduct the training sessions?

• Training sessions are facilitated by certified experts having practical working experience as well as training experience.

Why one should join Vinsys?

• We are Accredited Training Organization
• Experiential Education
• Experienced Industry Experts
• Accredited course material
• Quality Courseware
• Post training support

• Evidence of ITIL® Foundation Certificate or ITIL® v2 Foundation + v3 Foundation Bridge Certificate
• It is recommended that students should complete at least 12 hours of personal study by reviewing the syllabus and the associated areas of the ITIL® Service Management Practice core guidance, in particular Service Strategy, Service Design and Service Transition publications in preparation for the examination
• The exam is a closed book exam with eight (8) multiple choice, scenario-based, gradient scored questions
• Exam duration is a maximum 90 minutes for all candidates (candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary)
• Each question will have 4 possible answer options, one of which worth 5 marks is, one which worth 3 marks is, one which worth 1 mark is, and one which a distracter is and achieves no marks.
• Pass score is 28/40 or 70%

Candidates for this course must:

• Hold an ITIL® Foundation Certificate or ITIL® v2 Foundation + v3 Foundation Bridge Certificate
• There is no minimum mandatory requirement but 2 to 4 years professional experience working in IT Service Management is highly desirable
• It is also strongly recommended that candidates
• Can demonstrate familiarity with IT terminology and understand the context of Service Offerings and Agreements management of their own business environment is strongly recommended
• Have exposure working in the service management capacity within a service provider environment, with responsibility emphasizing on at least one of the following management processes:
• Service Portfolio Management, Service Catalogue Management, Service Level Management, Demand Management, Supplier Management and Financial Management
• It is recommended that candidates are familiar with the guidance detailed in the ITIL® Service Lifecycle Practices core publications prior to attending training for this certification