| Course Code: |
MQ 586 |
| Course Abstract: |
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® Version 3 (V3) 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.
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 |
| Audience: |
This course is designed for individuals who are 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. |
| Duration: |
5 days |
| Learning Outcomes: |
Upon completion of this course, the participant will be able to identify the processes across the Service Lifecycle pertaining to Service Offerings and Agreements including:
> Service Portfolio Management
> Service Catalogue Management
> 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 (CSI) |
| Course Topics: |
Exam and 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 Certificate in Service Offerings and Agreements. Class earns four (4) credits of the 22 required to achieve the ITIL Expert™.
Project Management Institute (PMI®) Professional Development Units:
Project Management Professionals will earn 38 contact hours or Professional Development Units (PDUs) upon completion of this course.
2009 ITSM Academy |
| Prerequisites: |
Candidates for the SOA Course have:
ITIL® V3 Foundation Certificate – obtained through ITIL® V3 Foundation or Bridge Course.
Two (2) to four (4) years professional experience with service management.
Completed a minimum of 12 hours of personal study - ideally, candidates should have read the pertinent areas of the ITIL publications, particularly within Service Design and Service Strategy. |