ITIL® Service Offerings & Agreements Capability Module

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“This CSME/Peoplecert accredited training program is for individuals seeking specialist certification in ITIL’s Service Offerings & Agreements practice area. Candidates for this program include implementation and operation specialist who hold a Foundation certificate. Candidates will gain competencies in the following areas upon successful completion of the reading (Service Strategy & Service Design Books), training and examination components related to this certification.
• Overview of SOA processes and basic principles
• The value to the business of SOA activities
• How the SOA processes rely on a good business case
• How the SOA processes rely on an understanding of return on investment (ROI)
• Processes across the service lifecycle pertaining to the service offerings and agreements curriculum:
• Service portfolio management, which provides documentation for services and prospective services in business terms
• Service catalogue management, which is concerned with the production and documentation of the service catalogue from a business and a technical viewpoint
• Service level management, which sets up a service level agreement (SLA) structure and ensures that all SLAs have an underpinning support structure in place
• Demand management, which identifies patterns of business activity to enable the appropriate strategy to be implemented
• Supplier management, which ensures all partners and suppliers are managed in the appropriate way and includes contract management
• Financial management for IT services, which includes ensuring understanding of the service value and the management of all financial considerations
• Business relationship management, which ensures the customer’s requirements are correctly identified
• SOA roles and responsibilities
• Technology and implementation considerations
• Challenges, critical success factors and risks.

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Course details
Duration:
5 hours
PDU: 38
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