ITILB. 2011: Service Offerings and Agreements - AXELOS and EXIN Accredited Training
Details
The main focus of this course is on the process activities and supporting methods and approaches to executing the SOA processes in a practical, hands-on learning environment. This course has a number of study units with practical application to reinforce the knowledge gained. These include:
- The Service Lifecycle and Service Management as a practice:Understand the Service Lifecycle and the objectives and business value for each phase in the lifecycle; understand and articulate “service” and be able to explain the concept of Service Management as a practice
- Basic Service Offerings & Agreement Principles: Understand the common principles and guidelines grounded in the Service Strategy and Design phases (e.g., a business case and ROI requirements) that will influence the performance of the SOA processes
- Service Offerings & Agreement Processes: Understand and articulate the activities of the SOA processes as well as the activities shared across the lifecycle. Other areas of discussion include information management requirements, challenges, critical success factors and risks within each of the processes. The processes include:
• Service Portfolio Management
• Service Catalog Management
• Service Level Management
• Demand Management
• Supplier Management
• Financial Management
• Business Relationship Management
- Explore Technology and Implementation Consideration:Understand the role of technology to the SOA processes and explore concepts that have great impact on their implementation.
Outline
Module 00: ITIL© 2011: Service Offerings and Agreements - Course Introduction
Module 01: Service Management as a Practice
- Components of the Service Lifecycle
- What is a Service?
- What comprises value?
- What is Service Management?
Module 02: Processes, Functions and Generic Roles
- Processes & Functions
- Generic Roles
Module 03: Service Management Key Concepts
- The 4Ps of Strategy
- The 4Ps of Service Design
- Portfolio Pipeline and Catalog
Module 04: Introduction to SOA
- Strategy Management for IT Services
- Design Coordination
- Concepts underpinning SOA
- Implementing Processes & Practices
- Exercise: Sample Exam Question
Module 05: Exercise: Implementing Challenges, CSFS/KPIS and Risks
Module 06: Service Portfolio Management Part 1
- Purpose & Objective
- Value to the business
Module 07: Service Portfolio Management Part 2
- Policies/Principles/Basic Concepts
- Various Portfolios
- Introduction to Activities
Module 08: Service Portfolio Management Part 3
- Define
- Analyze
- Approve
- Charter
Module 09: Service Portfolio Management Part 4
- Roles
- Triggers, Inputs/Outputs & Interfaces
- Information Management
- Metrics
- Exercise: Sample Exam Question
Module 10: Service Catalog Management Part 1
- Purpose & Objective
- Value to the business
- Policies/Principles/Basic Concepts
Module 11: Service Catalog Management Part 2
- Activities
- Roles
- Triggers, Inputs/Outputs & Interfaces
- Information Management
- Metrics
- Exercise: Sample Exam Question
- Exercise: Write a Catalog Entry
Module 12: Business Relationship Management Part 1
- Purpose & Objective
- Value to the business
- Policies/Principles/Basic Concepts
Module 13: Business Relationship Management Part 2
- Activities
- Roles
- Triggers, Inputs/Outputs & Interfaces
- Information Management
- Metrics
- Exercise: Sample Exam Question
- Exercise: BRM Sources of Information
Module 14: Service Level Management Part 1
- Purpose & Objective
- Value to the business
- Policies/Principles/Basic Concepts
Module 15: Service Level Management Part 2
- Designing SLA frameworks
- Negotiation
- Service Reporting
- Complaints and compliments
Module 16: Service Level Management Part 3
- Roles
- Triggers, Inputs/Outputs & Interfaces
- Information Management
- Metrics
- Exercise: Sample Exam Question
- Exercise: SLA Review
Module 17: Supplier Management Part 1
- Purpose & Objective
- Value to the business
- Policies/Principles/Basic Concepts
- Activities
Module 18: Supplier Management Part 2
- Activities
- Roles
- Triggers, Inputs/Outputs & Interfaces
- Information Management
- Metrics
- Exercise: Sample Exam Question
Module 19: Demand Management Part 1
- Purpose & Objective
- Value to the business
- Policies/Principles/Basic Concepts
- Activities
Module 20: Demand Management Part 2
- Roles
- Triggers, Inputs/Outputs & Interfaces
- Information Management
- Metrics
- Exercise: Sample Exam Question
Module 21: Financial Management Part 1
- Purpose & Objective
- Value to the business
- Policies/Principles/Basic Concepts
Module 22: Financial Management Part 2
- Accounting
- Cost Model
- Cost Type, Elements, Classification
- Depreciation
Module 23: Financial Management Part 3
- Budgeting
- Charging
- Pricing and Billing
Module 24: Financial Management Part 4
- Roles
- Triggers, Inputs/Outputs & Interfaces
- Information Management
- Metrics
- Exercise: Sample Exam Question
- Exercise: Cost Model for a Desktop Environment
Module 25: Service Management Technology
- Tool Selection Process
- SD Tools
- Plan & Implement SM Technologies
- Exercise: Sample Exam Question
Module 26: Exam Tips
- Understanding the exam process
- Exam questions and grading
- Taking the exam
- Using the practice exams
Speaker/s
Dr. Suzanne Van Hove. owner of SED-IT, has successfully blended an award-winning career in higher education with a passion for IT Service Management. She understands the dynamics of how people learn and the best vehicles for content retention. She has developed and received accreditation of her own IT Service Management educational programs.
Perhaps her greatest strength is developing training curriculum that is industry specific. This unique approach gives students practical, real life case studies that enable them to bring best practices to their respective organizations. Large and small organizations around the globe have benefited from her proprietary approach. With over 25 years’ experience, Suzanne brings a wealth of knowledge to every engagement – either in the classroom or boardroom. In 2011, Suzanne was recognized the itSMF USA ‘Industry Knowledge Contribution’ Award for her achievements in academia and industry.
We are Redstone Learning Inc. DBA ezCertifications.com - a Registered Education Provider of PMI REP #2702 for CAPM and PMP, and accredited to IASSC ( International Association for Six Sigma Certification) for our Six Sigma Green and Black belt certification respectively. We have some of the best courses for enhancing the career and salary prospects of any individual as well as Self-paced courses in these categories :
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