ITIL® v3 Service Offerings and Agreements Capability (SOA)

5 Days

Course Description:

This 5-day course immerses learners in the practical aspects of the ITIL v3 Service Lifecycle and processes associated with the Service Offerings and Agreements of services and service delivery. The main focus of this course is on the operational-level process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment. This training is intended to enable the holders of the certificate to apply the practices during the Service Management Lifecycle. This course is designed using an engaging scenario-based approach to learning the core disciplines of the ITIL best practice and positions the student to successfully complete the associated exam.

Audience:

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

  • Individuals who have their ITIL v3 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.

Learning Objective:

At the end of this course, the learner will gain competencies in:

  • Understanding of the importance of Service Management as a Practice concept and Service Operation principles, purpose and objective
  • The importance of ITIL Service Offerings and Agreements while providing service
  • How all processes in ITIL Service Offerings and Agreement interact with other Service Lifecycle Processes
  • The processes, activities, methods and functions used in each of the ITIL Service Offerings and Agreement processes
  • How to use the ITIL Service Offerings and Agreement processes, activities and functions to achieve operational excellence
  • Explain how to measure ITIL Service Offerings and Agreements
  • The importance of IT Security and its contributions to ITIL Service Offerings and Agreements
  • Understanding of technology and implementation considerations surrounding ITIL Service Offerings and Agreements
  • Challenges, Critical Success Factors and Risks associated to ITIL Service Offerings and Agreements

Prerequisites:

Candidates for this course must:

  • Hold an ITIL v3 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.

Course Materials:

  • Students receive a copy of the classroom presentation material, practice exam, case study, homework and assignments.
  • ITIL best practice core books are available as electronic .pdf, printed book and online subscription versions.

About the examination:

  • Evidence of ITIL v3 Foundation Certificate or ITIL v2 Foundation + v3 Foundation Bridge Certificate and completion of Service Offerings and Agreements Capability course from an Accredited Training Provider is required to sit the exam
  • It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Transition book in preparation for the examination.
  • The syllabus can be downloaded from:
    http://www.itil-officialsite.com/Qualifications/ITILV3QualificationScheme.asp
  • 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 in their respective language (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 is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks.
  • Pass score is a minimum of 4 correct answers and a combined score of 26/40 or 65%
  • Distinction pass score is a minimum of 4 correct answers and a combined score of 30/40 or 75%