ITIL® Version 3 – Service Offering & Agreements

Program Overview ITIL® is a set of best practices guidance
that has become a worldwide-adopted framework for Information Technology Services
Management (ITSM) by many Public & Private Organizations. Since early 1990,
ITIL® has been evolving from focusing on Functions and Processes under versions
1 and 2 to focusing on the Full Service Lifecycle Management under version 3.In addition to the existing benefits of aligning IT goals and objectives with the
business, improving quality and reducing cost of operation; ITSM and ITIL® V3
now emphasizes the following areas:

• Assist in transforming IT Service Management onto a strategic business asset
• Assist in defining and managing the complete lifecycle of IT Service Management
  Process
• Provide guidance on the development of Services Strategy, the development of Service
  Design, the Transition of Services from current to desired state, the Implementation
  and the Continuous improvement of the those Services

This exam-preparatory course provides comprehensive coverage of SOA concepts within
the IT Infrastructure Library (ITIL) V3. Through lectures and practice exam questions
participants explore the concepts of good practice in IT Service Management based
on the ITIL® V3 Framework.

The ITIL® Intermediate Qualification: Service Offerings and Agreements (SOA)
Certificate, although a standalone qualification, yet is also part of the ITIL®
Intermediate Capability stream, and one of the modules that leads to the ITIL®
Expert in IT Service Management Certificate.

The ITIL® Certificate in Service Offerings and Agreements is intended to enable
the course participants to apply the ITIL® best practices during the Service
Management Lifecycle.

The course approach combines theoretical and hands-on knowledge transfer, including
individual and group practical exercises.

Note: The success in achieving this certification is highly dependent
upon participants’ effort in doing their homework, and self-study before and during
the program. Therefore, it is highly recommended that course participants purchase
the appropriate OGC publication to complete at a minimum 12 hours of personal study
by reviewing the syllabus and the pertinent areas of the ITIL® Service Management
Practice core guidance, in particular Service Strategy and Service, Service Design
and Service Transition publications.

Duration This program is offered over a 5-day period where it combines
theoretical and hands-on knowledge transfer, including individual and group practical
exercises. The Minimum number of students per session is 6 where the maximum is
16.

• This Five (5) days classroom training course with examination held on the afternoon
  of the 5th day is accredited by both LCS and EXIN examinations institutes
• The course includes approximately 30 hours of student-instructor interaction, a
  sample and a formal examination
• The format of the examination consists of a closed book paper of 8 multiple choice
  complex questions, to be answered within 90 minutes. (Candidates sitting the examination
  in English and who do not have English as their first language will be allowed additional
  30 minutes to allow use of a dictionary). The pass mark will be 70% or more – 28
  or more correct answers

Content & Objectives Through a series of lectures designed
at achieving a clear understanding of the ITIL® Best Practice lifecycle approach
and through various exercises, assignments and discussions, participants will gain
the necessary knowledge enabling them to capture:

• Service Management as a Practice
• Processes across the Service Lifecycle pertaining to the Service Offerings and Agreement
  curriculum, such as:
• 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 which includes ensuring understanding of the service value
  and the management of all financial considerations
• Business Relationship Managers who have responsibility to represent customers and
  ensure the Service Catalogue and Portfolio have the right needs
• Operational activities of processes covered in other Lifecycle phases such as Incident
  and Change Management

In addition, candidates will gain an understanding and the ability to describe:

• the concept of Service Management as a practice
• the concept of Service, its value proposition and composition
• the functions and processes across the Lifecycle
• how service management processes are defined, and how they can be applied across
  the Service Lifecycle with different perspective
• how Service Management creates business value
• scope of the SOA, its value to the business and how the SOA processes interact with
  processes within other Lifecycle stages

Program Material This training program includes the following as
reference documentation:

• Program slide presentation
• Syllabus document
• ITIL® V3 acronyms and glossary
• Sample examination questions and answers

Audience The target group of the ITIL® Expert Qualification
Service Offering and Agreement is:

• Individuals who require a deep understanding of ITSM/ITIL® Service Offerings
  and Agreement processes and how it may be used to enhance the quality of IT service
  support within an organization
• IT professionals that are working within an organization that has adopted and adapted
  ITIL® who need to contribute to an ongoing service improvement program
• Operational staff involved in Service Portfolio Management; Service Catalogue Management;
  Service Level Management; Demand Management; Supplier Management; Financial Management
  and Business Relationship Management who wish to enhance their role-based capabilities
• This may include but is not limited to, IT professionals, business managers and
  business process owners

Prerequisites Individuals who have attained and have a proof of
one of the following certifications:

• V3 ITIL® Foundation certificate in Service Management; OR
• V2 Foundation plus the V3 Foundation Bridge certificate;

It is also strongly recommended that course participants:

• Possess 2 to 4 years professional experience working in IT Service Management
• 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 Managemen
• Service Catalogue Management
• Service Level Management
• Demand Management
• Supplier Management
• Financial Management

Simulation & Practical Material We provide the students with
real life experiences; we use the client organization as “Case study” example for
the purpose of discussion to show the value of using best practice. We integrate
group exercises and sample exam questions to simulate and practice the subject matter.

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