ITIL®ServiceOfferingsandAgreements(SOA)CourseSyllabus(v1.1)
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1. CourseDescriptionTheSOAcoursebuildsonthegeneralprinciplescoveredaspartoftheITILFoundationcourse.Achallengeforserviceprovidersisestablishingabalancebetweencustomerrequirements;understandingandmanagingdemand;ensuringtheservicesuppliernetwork,includingbothinternalandexternalsuppliers,isalignedtodelivervaluetothecustomer;andsustainingoperationalvisibility,insightandsuperiorinvestmentdecisionmakingwhilemanagingtheITinvestments.ToaddressthesechallengesITorganizationsmustimplementITILSOAbestpractices.Thiscoursethereforecovers-indepth-theServicePortfolioManagement,ServiceCatalogManagement,ServiceLevelManagement,BusinessrelationshipManagement,DemandManagement,SupplierManagementandFinancialManagementforITServicesprocesses,tothelevelneededtointroduceorimprovethesecapabilitieswithinanorganizationasanintegralpartoftheoverallbusiness-focusedServiceManagementframework.
2. CourseDurationThisisanintensivefive-daycoursethatincludestheofficialAPMGcertificationexam.
3. Prerequisites• TheITILFoundationCertificationinITServiceManagementortheITILv2tov3Foundation
Bridgeequivalent.• TwotofouryearsprofessionalexperiencewithServiceManagementaswellasdefinedexperience
inatleastoneoftheSOAprocesses.
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4. WhatYouWillLearnTheServiceOfferings&Agreementscoursefocusesontheprocessactivitiesandtheirinterrelationships.Thiscoursehasanumberofstudyunitswithpracticalapplicationtoreinforcetheknowledgegained.Theseinclude:
• TheServiceLifecycleandServiceManagementasapractice:UnderstandtheServiceLifecycleandtheobjectivesandbusinessvalueforeachphaseinthelifecycle;understandandarticulate“service”andbeabletoexplaintheconceptofServiceManagementasapractice.
• SOAKeyPrinciples,ModelsandConcepts:UnderstandthecommonServiceStrategy(SS)/ServiceDesign(SD)principlesandguidelinesthatwillinfluencetheperformanceoftheSOAprocesses.
• SOAProcesses:UnderstandandarticulatetheactivitiesoftheSOAprocesses.OtherareasofdiscussionincludeBusinessRelationshipManagement,informationmanagementrequirements,challenges,criticalsuccessfactorsandriskswithineachoftheprocesses.Theprocessesinclude:- ServicePortfolioManagement- ServiceCatalogManagement- BusinessRelationshipManagement- FinancialManagementforITServices- DemandManagement- ServiceLevelManagement- SupplierManagement
UnderstandtheuseoftechnologyinsupportingServiceManagementandtheSOAprocessesandexploreconceptsthathaveanimpactonitsplanningandimplementation.
ThiscourseimmerseslearnersinthepracticalaspectsoftheITILServiceLifecycleandprocessesassociatedwiththeServiceOfferings&Agreements.Themainfocusofthiscourseisontheoperational-levelprocessactivitiesandsupportingmethodsandapproachesrelatedtoexecutingtheseprocessesinapractical,hands-onlearningenvironment.ThistrainingisintendedtoenabletheholdersofthecertificatetoapplythepracticesinIT/businessrelationshipmanagementandintheservicedesignanddeliveryaspectsoftheServiceManagementLifecycle.
Note:Theemphasisofthiscourseisontheprocessactivities,theirmeasurement,theinterrelationshipsandrolesandresponsibilities;in-depthdiscussionofthemanagement/controlactivitiesoccursintheServiceStrategyandServiceDesignLifecyclecourses.
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5. StudentResponsibilitiesStudentsmustcompleteatleast21hoursofpersonalstudybyreviewingtheServiceStrategyandServiceDesignpublicationspriortothecoursestartandallowingforaminimumof90minutesofstudypereveningduringthecourse.
TheSOAcourseandexamareverychallenging.Uponregistrationforthecourse,studentswillbeprovidedwithapre-coursereadinglist.StudentswillbeexpectedtoreadthesectionslistedfromtheappropriateITILbooks–ServiceStrategyandServiceDesign–beforethefirstdayofclass.
Note:ThisITILbookisnotincludedwiththecourse.
6. ProfessionalQualificationThiscourseformspartoftheITILIntermediatequalificationprogram.
Successfullypassingthe90-minuteexam,whichconsistsofeightcomplex,multi-part,multiplechoice,scenario-based,gradientscoredquestions,leadstotheITILIntermediateServiceCapabilityCertificate:ServiceOfferings&Agreements.Thepassmarkis70%(28/40)ormore.
Successfulcompletionofthiscourseandexamprovides4pointsofthenecessary15‘electives’toachievetheITILExpertcertification(2pointsforFoundationand5pointsforManagingAcrosstheLifeCyclearemandatory).
Note:TheLifecyclecourse‘ServiceTransition’andtheCapabilitycourse‘Release,Control&Validation’haveasignificantamountofoverlapoftopics.Itisrecommendedthatlearnerstakeonecourseortheotherinordertoacquirethepointsnecessaryfortheawardof‘ITILExpert’status.Allpointsacquiredwillbecredited.
7. CourseDocumentationEachstudentwillreceiveafullcolorcoursebindercontaininglecturenotes,in-courseexercisesandanswers,homework,practicequestionsandapracticeexam.TheServiceStrategyandServiceDesignITILKeyElementGuideswillalsobeprovided.Allmaterialsaredistributedonthefirstday.
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