The primary goal of IT Service Management is to deliver quality IT services that enable desired business outcomes. To do this, service providers often face a precarious balancing act of managing customer relationships and requirements, understanding and managing demand and patterns of business activities, aligning internal and external suppliers and maintaining fiscal responsibility and sound IT investments. The ITIL Capability Course - Service Offerings and Agreements (SOA) - provides the best practice process knowledge required to navigate these waters towards the safe harbor of customer satisfaction and continual service improvement.
Embedded into the five (5) day SOA course is our unique virtualization, Living the Lifecycle®. Woven through all ITSM Academy's ITIL Certification classes, this virtualization brings concepts and processes to life. Within a virtual business environment, as a group, we introduce a service and then follow it from strategic decision through implementation.
This virtualization successfully enables active learning by encouraging the participants to:
- Discuss and understand pure ITIL concepts
- Apply concepts to a “neutral” real world situation
- Learn different perspectives
- Reinforce examinable concepts
Learning Objectives:
At the end of this course, learners will be able to identify the processes across the Service Lifecycle pertaining to Service Offerings and Agreements including:
- Service Portfolio Management
- Service Catalogue Management
- Change Management, Service Asset and Configuration Management, Knowledge Management, Release Management, Service Validation and Testing, Evaluation and Request Fulfillment
- Service Level Management
- Demand Management including Patterns of Business Activity
- Supplier Management
- Financial Management
- Business Relationship Management
- Operational activities of these processes covered in other Lifecycle phases such as Incident and Change Management
- Organizing for Service Operation Functions that perform SOA activities
- SOA roles and responsibilities
- Technology and implementation considerations
- Challenges, critical success factors and risks
- Continual Service Improvement
Audience:
The primary audience is IT Professionals, IT Process Owners, Business Managers and Business Process Owners requiring deep role-based knowledge of, or are involved in, Service Portfolio Management, Service Catalog Management, Service Level Management, Demand Management, Supplier Management, Financial Management and Business Relationship Management.
Delivery:
Course is delivered by instructors with real-life implementation experience in the SOA processes. Learn from those who have actual hands on experience in creating Service Catalogs, and negotiating Service Level Agreements. Our students are immersed for 5 days in material that is presented in a fun, practical manner using exercises, sample exams and real life service management examples.
“The instructor's ability to relate real life experiences with ITIL terms and processes was my favorite part of the class. I will recommend ITSM Academy to my co-workers. Your instructor knew the material better than anyone I’ve ever met, and had great stories to relate the material to. I have enjoyed all of this. I never thought I could walk away with this much valuable information.” ~ SOA Class Survey, May 2010
Prerequisites:
- The ITIL Foundation Certification in IT Service Management - obtained through ITIL V3 Foundation or Foundation Bridge Course
- Two (2) to four (4) years professional experience with service management
- Learners must complete at least 21 hours of personal study by reviewing the Service Design and Service Strategy publication
Exam & Certification:
Successfully passing the 90 minute, exam consisting of eight (8) complex, multi-part, multiple choice scenario-based gradient scored questions leads to the ITIL Intermediate Qualification: Service Offerings and Agreements Certificate.
Diploma:
ITSM Academy is Licensed by the Commission for Independent Education, Florida Department of Education to offer occupational IT Service Management Professional (ITSMP)® Diplomas. This course earns ITSMP students credits toward their Change Manager, Support Manager and/or Service Level Manager Diplomas.
ITIL Expert:
Earn 4 credits of the 22 required to achieve the ITIL ExpertTM Certification.
Project Management Institute (PMI) Professional Development Units (PDUs):
ITSM Academy is recognized by PMI as a Global R.E.P. Project Management Professionals earn 38 contact hours or PDUs upon completion of this course.
Instructors:
As with all ITSM Academy Training, our instructors have successful track records as IT professionals and bring that acumen into the classroom. Utilizing the highest quality content, our trainers blend their real life experiences into lively classroom discussion.
Trainers for this course are ITIL ExpertsTM, SOA Certified and have successfully completed ITSM Academy's SOA Train-the-Trainer Program.
Alumni Testimonial:
“ITSM Academy has hit another home run with this well-designed and thoughtful course. It is designed to help organizations get the most from their adoption of ITIL best practices. V3’s expanded treatment of Strategy as a driver of design and service delivery development is no more apparent than in the new intermediate course.
The detailed information about Service Portfolio Development Service Economics and Demand Management expands the applicability of this course beyond the IT Management Focus of the V2 Practitioner Agree and Define Course it replaces. Business Service Owners, IT and Business Program Managers, and Strategic Planners now have something to gain from this course, and the varied experiences and perspectives of attendees from beyond IT will enrich the learning experience for the IT professionals who attend, and create opportunities for collaboration that can bring about real Business IT integration.
Understanding the processes of Service Level, Service Catalogue and Supplier Management will enable non-IT managers to contribute more effectively to creating business justified IT service requirements.”
Course / Student Material:
- Five (5) Days Instructor Led Training and Exercise Facilitation (38 Class Hours/12 Study Hours)
- Access to pre-course recorded training
- Reviews key ITIL Foundation concepts
- Describes pre-class reading and assignments
- Provides tips for exam preparations
- Learner Manual (excellent post-class reference)
- Study aids and sample exams
- Participation in Living the Lifecycle®, ITSM Academy's unique series of case study-based exercises
- Exam Preparation
- In-Class Exam
Notes:
The SOA exam is a very challenging test. This course requires a minimum 21 hours of personal study, including pre-reading.
- Upon registration, learners will be provided the pre-course reading list which includes the case study and process chapters from the appropriate ITIL book(s).
- Learners need access to the full suite for the pre-reading and will need to bring the Service Design and Service Strategy books to class.
- The textbooks are NOT included with purchase of this course. The books can be purchased from ITSM Bookstore.
Maximum Learners per Class is 18.
Unless otherwise noted, classes are held in one of ITSM Academy's Training Centers. Convenient by air, car or train. Hotel discounts available to ITSM Academy learners.
Contact us for corporate, onsite delivery of this class.
ITIL Foundation certification is required to take the Exam. Proof of certification must be provided to ITSM Academy a minimum 2 weeks prior to the start of class. Please email certification information to exams@itsmacademy.com or fax it to 954.252.2487.
ITSM Academy Open Enrollment Class Terms and Conditions.
Next Steps: Other ITIL Capability and Lifecycle courses - click here for guidance.
ITIL Capability Course SOA - Service Offerings and Agreements.
