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ITIL® V3 Service Capability – Service Offerings & Agreements (SO&A)
Duration: 5 Days
The Knowledge Academy Materials and trainers
The Knowledge Academy ITIL® course materials and trainers are accredited by APM Group Ltd. ensuring that delegates receive a consistently high standard of training. The Knowledge Academy course materials are regularly assessed and maintained in line with stringent standards administered by APM Group Ltd. The Knowledge Academy trainers are regularly assessed by The Knowledge Academy and AMP Group Ltd. to ensure that their knowledge of Service Desk Management and ITIL® are strong enough to deliver training that helps delegates extract maximum benefit from attending our courses.
Pre Reading Material
It is a prerequisite that delegates hold the ITIL® Foundation Certificate in IT Service Management or the version 2 to version 3 bridge equivalent. Please note that delegates are advised to purchase and read the following publication in advance of the course
ISBN 9780113310708
It is also strongly recommended that candidates:
• Can demonstrate familiarity with IT terminology and understand the context of Service Offerings and Agreements management in their own business environment
• Have exposure working in a Service Management capacity within a service provider environment, with responsibility emphasizing at least one of the following Service Management processes: Service Portfolio Management, Service Catalogue Management, Service Level Management, Demand Management, Supplier Management and Financial Management
• Complete the pre-course work which includes reading the Key Element Guide Service Strategy and Key Element Guide Service Design. If possible, reading the ITIL Service Lifecycle core publications—in particular, the Service Strategy and Service Design books—in advance of attending the training will help with overall understanding of the course.
It is recommended that Intermediate courses require approximately 1 hour of home study each evening.
APMG Intermediate examination
The course forms part of the ITIL® Intermediate qualification programme. Successful candidates will be awarded 4 credits towards the ITIL® Expert qualification.
The examination will consist of a complex multiple choice, closed book paper of 8 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 120 minutes to allow use of a dictionary.) The pass mark is 70% or more.
Course Structure
The course builds on the general principles covered as part of the ITIL® Foundation course. This enables an organisation to introduce Service Portfolio Management, Service Catalogue Management, Service Level Management, Demand Management, Supplier Management, Financial Management and Business Relationship Management as integral parts of its overall business-focussed Services Framework.
Course Content
Candidates can expect to gain knowledge and understanding in the following:
Introduction and Overview
• Service Management as a practice
• How it delivers value to customers and the business
• The underpinning processes and functions that support the Service Lifecycle
• Which stages of the Service Lifecycle contribute to SOA and how they all interact
Service Portfolio Management
• Service Portfolio Management inclusive of its design strategy, components, methods, activities, roles and operation including its organizational structure and the interfaces with other processes
• Service Portfolio Management in relationship to the Service Catalogue and Service Pipeline and how these support SOA
• The benefits and business value from Service Portfolio Management
Service Catalogue Management
• Service Catalogue Management inclusive of its design strategy, components, activities, roles and operation including its organizational structure and the interfaces with other processes
• Service Catalogue in relationship to the Service Portfolio, the Business Catalogue, the Technical Service Catalogue and how these components are used to ensure quality service within SOA
• Metrics and Critical Success Factors (CSFs) associated with Service Catalogue Management in support of SOA
Service Level Management (SLM)
• Service Level Management (SLM) inclusive of design strategy, components, activities, roles and operation including its organizational structure as well as any interfaces with other processes
• SLM components and activities including Service Level Agreements (SLAs) structures, Service Level Requirements (SLRs), Operational Level Agreements (OLAs), Critical Success Factors (CSFs), Underpinning Contracts (UCs) their metrics, performance and monitoring
• How these components are used to ensure quality service within SOA
• The benefits and business value of SLM
Demand Management
• Demand Management process inclusive of design strategy, components, activities, roles and operation including its organizational structure as well as any interfaces with other processes
• Demand especially as it relates to business activity patterns 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
Supplier Management
• Supplier Management process inclusive of design strategy, components, activities, roles and operation including its organizational structure as well as any interfaces with other processes
• Supplier Management components and activities (e.g. Supplier Categorization, Supplier Evaluation, Supplier and Contract Database, metrics, etc.) and how these are used to ensure quality service within SOA
• The benefits and business value that can be gained from Supplier Management as related to SOA
Financial Management
• Financial Management inclusive of design strategy, components, activities, roles and operation including its organizational structure as well as any interfaces with other processes
• Financial Management components and activities including funding, accounting, chargeback, Return on Investment and how these are used to ensure quality service within SOA
• The benefits and business value that can be gained from Financial Management
Roles and Responsibilities
• Business Relationship Manager roles and responsibilities and how they support SOA
• Business Relationship Manager activities and how these are used to ensure quality service within SOA
• The roles and responsibilities related to Service Catalogue Manager, Service Level Manager and the Supplier Manager and how they fit within the Service Design organization to support SOA
Technology and Implementation Considerations
• Service Management tools and where/how they would be used within SOA for process implementation
• The tools that support SOA
• Challenges and Risks when implementing SOA practices and processes
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