ITIL® INTERMEDIATE CAPABILITY TRAINING - SERVICE … ITIL Service Offering And... ·...
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[email protected] | +65 6635 5590 | www.bridgingminds.net 420 North Bridge Road, #03-20, North Bridge Centre, Singapore 188727 | m: +65 6635 5590 | f: +65 6234 2462 | [email protected] | http://www.bridgingminds.net Copyright ® BridgingMinds Network Pte Ltd | ITIL® & The Swirl logo™ is a registered trade mark of the Cabinet Office ITIL® INTERMEDIATE CAPABILITY TRAINING - SERVICE OFFERING AND AGREEMENT COURSE OUTLINE This course is a five-day classroom training relevant for professionals who play a role in the daily implementation and execution of activities covered under Service Offering and Agreement in order to deliver business value delivered through quality IT services. This course is a free-standing qualification and 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 official ITIL® Service Lifecycle publications. Practical examples and real life case studies are used to guide and assist with the understanding of key concepts throughout the course. At the end of the five-day classroom training, the certification exam may be taken. The ITIL® Service Offering and Agreement certificate is awarded to candidates passing the examination. Participants will also earn 35 Project Management Institute (PMI) Professional Development Units upon course completion. Objectives: This course and qualification presents a complete overview of Service Offering and Agreement (SOA) including all its related activities. The course is intended to enable the holders of the certificate to apply SOA practices in resolution and support of the service management lifecycle. Candidates can expect to gain key competencies related to this certification. • Introduction to SOA • Service Portfolio Management • Service Catalogue Management • Service Level Management • Demand Management • Supplier Management • Financial Management for IT Services • Business Relationship Management • SOA Roles and Responsibilities • Technology and Implementation Considerations Who Should Attend This course aims at those IT consultants, IT service providers, IT senior managers, IT managers and supervisory staff, IT audit managers, IT security managers, service designers, IT architects who require a deep understanding of related ITIL® processes in order to enhance their role-based capabilities and to contribute to the evolution and improvement of ITIL® processes and services within their organisation. Prerequisite Candidates wishing to be trained and examined for this qualification must already hold the ITIL®
Transcript of ITIL® INTERMEDIATE CAPABILITY TRAINING - SERVICE … ITIL Service Offering And... ·...
[email protected] | +65 6635 5590 | www.bridgingminds.net
420 North Bridge Road, #03-20, North Bridge Centre, Singapore 188727 | m: +65 6635 5590 | f: +65 6234 2462
| [email protected] | http://www.bridgingminds.net Copyright ® BridgingMinds Network Pte Ltd | ITIL® & The Swirl logo™ is a registered trade mark of the Cabinet Office
ITIL® INTERMEDIATE CAPABILITY TRAINING - SERVICE OFFERING AND AGREEMENT COURSE OUTLINE
This course is a five-day classroom training relevant for professionals who play a role in the daily implementation and execution of activities covered under Service Offering and Agreement in order to deliver business value delivered through quality IT services. This course is a free-standing qualification and 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 official ITIL® Service Lifecycle publications. Practical examples and real life case studies are used to guide and assist with the understanding of key concepts throughout the course. At the end of the five-day classroom training, the certification exam may be taken. The ITIL® Service Offering and Agreement certificate is awarded to candidates passing the examination. Participants will also earn 35 Project Management Institute (PMI) Professional Development Units upon course completion. Objectives: This course and qualification presents a complete overview of Service Offering and Agreement (SOA) including all its related activities. The course is intended to enable the holders of the certificate to apply SOA practices in resolution and support of the service management lifecycle. Candidates can expect to gain key competencies related to this certification. • Introduction to SOA • Service Portfolio Management • Service Catalogue Management • Service Level Management • Demand Management • Supplier Management • Financial Management for IT Services • Business Relationship Management • SOA Roles and Responsibilities • Technology and Implementation Considerations Who Should Attend
This course aims at those IT consultants, IT service providers, IT senior managers, IT managers and supervisory staff, IT audit managers, IT security managers, service designers, IT architects who require a deep understanding of related ITIL® processes in order to enhance their role-based capabilities and to contribute to the evolution and improvement of ITIL® processes and services within their organisation.
Prerequisite Candidates wishing to be trained and examined for this qualification must already hold the ITIL®
[email protected] | +65 6635 5590 | www.bridgingminds.net
420 North Bridge Road, #03-20, North Bridge Centre, Singapore 188727 | m: +65 6635 5590 | f: +65 6234 2462
| [email protected] | http://www.bridgingminds.net Copyright ® BridgingMinds Network Pte Ltd | ITIL® & The Swirl logo™ is a registered trade mark of the Cabinet Office
Foundation Certificate in IT Service Management, which must be presented as documentary evidence to gain admission. Candidates who hold the following ITIL® qualifications are also eligible, and similar evidence will be required:
• Earlier ITIL® (V2) Foundation plus Foundation Bridge • ITIL® Expert Certificate in IT Service Management (achieved via Service Manager or Practitioner bridging routes).
Certification Delegates who successfully complete the course and pass the examination will be recognized as certified with ITIL® Service Offering and Agreement Intermediate certificate under the APMG certification scheme. Delegates who do not attain a passing score for the examination would be awarded a course attendance certificate only.
Pre Course Reading Materials
It is recommended but not mandatory for course participants to complete at least 21 hours of personal study by reviewing the syllabus and the ITIL® Service Lifecycle publications covered under the official ITIL® SOA syllabus in preparation for the examination.
Examination
The examination duration is 90 minutes and is a closed-book paper containing 8 scenario-based gradient-scored MCQ (multiple choice questions). Each question will have 4 possible answer options, one 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. A candidate is expected to answer all questions and must attain a score of 70% (28/40) and above to pass the examination and qualify for certification.
Outline:
1. Introduction to 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
2. Service Portfolio Management 3. Service Catalogue Management 4. Service Level Management 5. Demand Management 6. Supplier Management 7. Financial Management for IT Services 8. Business Relationship Management 9. Technology and Implementation Considerations
