Home | Career Tracks | Boot Camps | Course Search | Student Log In | Request Info | 1-800-482-3172 | Contact Us

About Us
Corporate IT Training
Vocational IT Training
CareerSource Solutions
Government/VA Solutions
Financing Options
Other Training Information
Student Resources
Career Services
Promotions
Press Releases
Course Catalog
Course Search
Forms
Real Estate Classes
Store
Connect With Us

Capability Management/Service Offering and Management Boot Camp

 

 

Click Here to View Schedules & Pricing and to Enroll Online

 

 

Duration: 7 Days

  

 

Description:

 

The ITIL Intermediate Qualification: Service Offerings and Agreements (SOA) Certificate is a freestanding
qualification, but is also part of the ITIL Intermediate Capability stream, and one of the modules
that leads to the ITIL Expert Certificate in IT Service Management. The purpose of this training module
and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on
industry practices in service management as documented in the ITIL Service Lifecycle core publications.

 

 

Prerequisites:

 

ITIL Expert is a prerequisite.

 

 

What's Included:

  • Authorized Courseware
  • Intensive Hands on Skills Development with an Experienced Subject Matter Expert
  • Hands on practice on real Servers and extended lab support 1.800.482.3172
  • Examination Vouchers  & Onsite Certification Testing
  • Academy Code of Honor: Test Pass Guarantee
  • Optional: Package for Hotel Accommodations, Lunch and Transportation

 

Course Outline:

 

• Introduction to service offerings and agreements (SOA)
• The value to the business of SOA activities
• The lifecycle within the SOA context
• How services deliver value to customers and the business and the relevance to the SOA processes
• How requirements are identified through the SOA processes
• Understanding return on investment (ROI) and the business case
• Service portfolio management
• Service portfolio management, including concepts, methods, activities, roles and operation as well as its organizational structure and the interfaces with other processes
• Service portfolio management in relationship to the service catalog and service pipeline and how
these support SOA
• Metrics and critical success factors (CSFs) associated with service portfolio management in support of SOA
• Service catalog management
• Service catalog management, including its concepts, activities, roles and operation as well as its organizational structure and the interfaces with other processes
• Service catalog in relationship to the service portfolio, the business catalog, the technical
service catalog and how these components are used to ensure service quality within SOA
• Metrics and CSFs associated with service catalog management in support of SOA
• Service level management
• Service level management (SLM), including its concepts, activities, roles and operation as well as its organizational structure and any interfaces with other processes
• SLM components and activities, including service level agreements (SLAs) structures, service level
requirements (SLRs), operational level agreements (OLAs), CSFs, underpinning contracts (UCs),
their metrics, performance and monitoring
• How these components are used to ensure service quality within SOA
• Demand management
• Demand management process, including its concepts, activities, roles and operation as well as its
organizational structure and any interfaces with other processes
• Demand for services especially in relation to patterns of business activity and how it is used within SOA
• Service portfolio interaction with demand management and how demand can be managed for
service in relation to providing business benefits and in support of SOA
• Metrics and CSFs associated with demand management in support of SOA
• Supplier management
• Supplier management process inclusive of its concepts, activities, roles and operation including its organizational structure as well as any interfaces with other processes
• Supplier management components and activities (for example supplier categorization, supplier
evaluation, supplier and contract database, metrics and CSFs) and how these are used to ensure
service quality within SOA
• Financial Management for IT services
• Financial management for IT services, including its concepts, activities, roles and operation as well as its organizational structure and any interfaces with other processes
• Financial management for IT services components and activities, including budgeting, accounting and charging and how these are used to ensure service quality within SOA
• Metrics and CSFs associated with financial management for IT services in support of SOA
• Business relationship management
• Business relationship management, including its concepts, activities, roles and operation as well as its organizational structure and any interfaces with other processes
• Metrics and CSFs associated with business relationship management in support of SOA
• SOA roles and responsibilities
• The roles and responsibilities related to all of the SOA processes
• Technology and implementation considerations
• Service management tools and where/how they would be used within SOA for process
implementation
• The tools that support SOA
• What best practices should be used in order to alleviate challenges and risks when implementing Service Management technologies and designing technology architectures

 


Academy Code of Honor:  

The Academy guarantees that students shall pass all vendor examinations during the training program or may re-attend within one year of the program completion date. Students will only be responsible for accommodations and vendor exam fees.   

Student Login | Request Info | Course Search | Contact Us