Course Description
ITIL is a set of best practices guidance that has become a
worldwide-adopted framework for Information Technology Services
Management (ITSM) by many Public & Private Organizations. Since
early 1990, ITIL has been evolving from focusing on Functions and
Processes under versions 1 and 2 to focusing on the Full Service
Lifecycle Management under current version.
In addition to the existing benefits of aligning IT goals and
objectives with the business, improving quality and reducing cost of
operation; ITSM and ITIL now emphasizes the following areas:
- Assist in transforming IT Service Management onto a strategic business asset
- Assist in defining and managing the complete lifecycle of IT Service Management Process
- Provide guidance on the development of Services Strategy, the
development of Service Design, the Transition of Services from current
to desired state, the Implementation and the Continuous improvement of
the those Services
Through lectures and practice exam questions participants explore the
concepts of good practice in IT Service Management based on the ITIL
Edition 2011Framework.
The ITIL Intermediate Qualification: Service Offering & Agreement
Certificate is a free-standing qualification, but is also part of the
ITIL Intermediate Lifecycle stream, and one of the modules that leads to
the ITIL Expert 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 ITIL publication.
Note:
The success in achieving this certification is highly dependent upon
participants’ effort in doing their homework, and self-study before and
during the program.
Duration
This program is offered over a 5-day period where it combines
theoretical and hands-on knowledge transfer, including individual and
group practical exercises. The Minimum number of students per session
is 6 where the maximum is 18.
- This five (5) days classroom training course with examination held
on the afternoon of the 5th day is accredited by LCS examinations
institute.
- The course includes approximately 30 hours of student-instructor interaction, a sample and a formal examination.
- The format of the examination consists of a closed book paper of 8
multiple choice complex 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 additional 30 minutes to
allow use of a dictionary). The pass mark will be 70% or more – 28 or
more correct answers.
Delivery Methods
- Instructor led Classroom based
- Virtual Web based
Audience
The main target group for this ITIL Intermediate Qualification Certificate includes, but is not restricted to:
- IT professionals
- Business managers
- Business process owners
- Individuals who require a deep understanding of the ITIL Certificate
in the Operational Support and Analysis processes and how it may be
used to enhance the quality of IT service support within an organization
- IT professionals who are working within an organization which has
adopted and adapted ITIL and who need to be informed about, and
thereafter contribute to, an ongoing service improvement program
- Operational staff involved in event management process, incident
management process, request fulfillment process, problem management
process, access management process, service desk, technical management,
IT operations management and application management, and who wish to
enhance their role-based capabilities
- Individuals who have attained the ITIL Foundation Certificate in IT
Service Management and wish to advance to higher level ITIL
certifications
- Individuals seeking the ITIL Expert Certificate in IT Service
Management for which this qualification can be one of the prerequisite
modules
- Individuals seeking progress toward the ITIL Master Certificate in
IT Service Management for which the ITIL Expert is a prerequisite.
Prerequisites
Candidates wishing to be trained and examined for this qualification
must already hold the ITIL Foundation Certificate in IT Service
Management Bridge Certificate) which shall be presented as documentary
evidence to gain admission.
- At least 30 contact hours (hours of instruction, excluding breaks,
and not including summary review time) with an Accredited Training
Organization (ATO) or an accredited e-learning solution) for this
syllabus, as part of a formal, approved training course/scheme
- 2 to 4 years’ professional experience working in IT service management is highly desirable
- Hold the ITIL Foundation Certificate in IT Service Management (or other appropriate earlier ITIL and bridge qualifications)
- It is also recommended that candidates should complete at a minimum
of 12 hours of personal study by reviewing the syllabus and the
pertinent areas within the ITIL core guidance in preparation for the
examination, specifically Chapter 2: Service management as a practice.
Additionally it is recommended that candidates:
- Have experience of working in a service management capacity within a
service provider environment, with responsibility for at least one of
the following management disciplines:
- Service portfolio management
- Service catalogue management
- Service level management
- Demand management
- Supplier management
- Financial management for IT services
- Business relationship management
Before attending training for the certification it is also strongly
recommended that candidates read the ITIL Service Lifecycle core
publications and, in particular, the ITIL Service Strategy and Service
Design publications.
Content and Objectives
Through a series of lectures designed at achieving a clear
understanding of the ITIL Best Practice lifecycle approach and through
various exercises, assignments and discussions, participants can expect
to gain the competence in the following areas upon successful completion
of the education and examination components related to this
certification:
- Overview of SOA processes and basic principles
- The value to the business of SOA activities
- How the SOA processes rely on a good business case
- How the SOA processes rely on a good understanding of return on investment (ROI)
- Processes across the service lifecycle pertaining to the service offerings and agreements curriculum:
Service portfolio management, which provides documentation for services and prospective services in business terms
Service
catalogue management, which is concerned with the production and
documentation of the service catalogue from a business and a technical
viewpoint
Service level management, which sets up a service level
agreement (SLA) structure and ensures that all SLAs have an underpinning
support structure in place
Demand management, which identifies patterns of business activity to enable the appropriate strategy to be implemented
Supplier
management, which ensures all partners and suppliers are managed in the
appropriate way and includes contract management
Financial
management for IT services, which includes ensuring understanding of the
service value and the management of all financial considerations
Business relationship management, which ensures the customer’s requirements are correctly identified
SOA roles and responsibilities
Technology and implementation considerations
Challenges, critical success factors and risks
The program will cover the following modules:
The candidates will be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze:
Introduction
- The context in the service lifecycle of the SOA processes from the
service strategy stage (service portfolio management, demand management,
financial management for IT services and business relationship
management)
- 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)
- Understand purpose and objectives, scope and value to business of the design coordination process
- 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
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
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
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
- Policies, principles and basic concepts
- 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
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
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
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
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
Service Offerings and Agreements 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
Technology and Implementation Considerations
- 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
Summary, Exam Preparation and Directed Studies
This
module summarizes the material covered in the previous modules and
prepares candidates for the examination through the review and practice
of a mock examination. The Examination is comprised of eight (8)
multiple choice, scenario-based, gradient scored questions. The standard
duration of the exam is Maximum 90 minutes.
Program Material
This training program includes the following as reference documentation:
- Program slide presentation
- Syllabus Document
- ITIL acronyms and glossary
- Sample examination questions and answers