ITIL® Intermediate SOA

$799.00

Learn the best practices for continually improving services in this ITIL Intermediate Service Offerings and Agreements (SOA) certification course.

Self Paced Includes: 19 PDU’s

ITIL® Intermediate SOA

$799.00

SKU: 94089e41de70 Category:

LEARNING UNITS

  1. Introduction to service offerings & agreements
    • The context in the service lifecycle of the SOA processes from the service strategy stage
    • Understand the reliance of these processes (service portfolio management, demand management, financial management for IT services and business relationship management) on the existence of a strategy. Understand the purpose and objectives, scope and value to business of the strategy management for IT services process
    • The context in the service lifecycle of the SOA processes from the service design stage (service catalogue management, service level management, supplier management)
    • How successful services depend on the customer’s perception of utility and warranty and the relevance to the SOA processes
    • Understanding how the SOA processes are the starting point for understanding and identifying customer requirements
    • Return on investment (ROI) and the business case and the relevance to the SOA processes
  2. Service portfolio management
    • Introduction to the service portfolio and its relationship to the service pipeline and service catalogue
    • The purpose and objectives of service portfolio management
    • The scope of service portfolio management
    • The value to the business of service portfolio management
    • Policies, principles and basic concepts
    • Process activities, methods and techniques
    • Triggers, inputs, outputs and interfaces
    • Information management
    • Critical success factors and key performance indicators
    • Challenges and risks
    • Designing the service portfolio
  3. Service catalogue management
    • The importance of the service catalogue to the service lifecycle and its interface to the service portfolio
    • The purpose and objectives of service catalogue management
    • The scope of service catalogue management
    • The value to the business of service catalogue management
    • Policies, principles and basic concepts
    • Process activities, methods and techniques
    • Triggers, inputs, outputs and interfaces
    • Information management
    • Critical success factors and key performance indicators associated with the process
    • Challenges and risks associated with the process
    • Production of a service catalogue
  4. Service level management
    • The importance of SLM to the service lifecycle
    • The purpose and objectives of SLM
    • The scope of SLM
    • The value to the business of SLM
    • Process activities, methods and techniques of SLM and how it relates to the service lifecycle.
    • Triggers, inputs, outputs and interfaces
    • Information management
    • Critical success factors and key performance indicators associated with the process
    • Challenges and risks associated with the process
    • The content of SLAs and OLAS
  5. Demand management
    • The importance of demand management to managing services throughout the service lifecycle
    • The purpose and objectives of demand management
    • The scope of demand management
    • The value to the business of demand management
    • Policies, principles and basic concepts
    • Process activities, methods and techniques
    • Triggers, inputs, outputs and interfaces
    • Information management
    • Critical success factors and key performance indicators
    • Challenges and risks
  6. Supplier management
    • The purpose and objectives of supplier management
    • The scope of supplier management
    • The value to the business of supplier management
    • The principles and basic concepts
    • Process activities, methods and techniques
    • Triggers, inputs, outputs and interfaces
    • Information management
    • Critical success factors and key performance indicators
    • Challenges and risks
  7. Financial management for IT services
    • The importance of the process to the service lifecycle
    • The purpose and objectives of financial management for IT services
    • The scope of financial management for IT services
    • The value to the business of financial management for IT services
    • Policies, principles and basic concepts
    • Process activities, methods and techniques
    • Triggers, inputs, outputs and interfaces
    • Information management
    • Critical success factors and key performance indicators
    • Challenges and risks
  8. Business relationship management
    • The purpose and objectives of BRM
    • The scope of BRM
    • The value to the business of BRM
    • Policies, principles and basic concepts
    • Process activities, methods and techniques
    • Triggers, inputs, outputs and interfaces
    • Information management
    • Critical success factors and key performance indicators
    • Challenges and risks
  9. SOA roles and responsibilities
    • Key roles and responsibilities of service portfolio management
    • Key roles and responsibilities of service catalogue management
    • Key roles and responsibilities of SLM
    • Key roles and responsibilities of demand management
    • Key roles and responsibilities of supplier management
    • Key roles and responsibilities of financial management for IT services
    • Key roles and responsibilities of BRM
  10. Technology and implementation consideration
    • The generic requirements for technology to assist service design
    • The evaluation criteria for technology and tooling for process implementation
    • The good practices for practice and process implementation
    • The challenges, critical success factors and risks related to implementing practices and processes
    • How to plan and implement service management technologies
  11. Summary and directed studies
    • Review of key concepts
    • ITIL® is a registered trade mark of AXELOS Limited
    • The Swirl logo is a trade mark of AXELOS Limited