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ITIL® Service Offerings and Agreements SOA

Logo ITIL

Certification : ITIL® SOA Capability
Duration : 5 Days
Course Delivery : Classroom
Credits: 4 Credits to ITIL® Expert
Language : Romanian / English
Price : 5900 RON plus VAT incl exam



 

Course Description:

This 5-days course immerses learners in the practical aspects of the ITIL Service Lifecycle and processes associated with the Service Offerings and Agreements of services and service delivery. The main focus of this course is on the operational-level process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment. This training is intended to enable the holders of the certificate to apply the practices during the Service Management Lifecycle. This course is designed using an engaging scenario-based approach to learning the core disciplines of the ITIL best practice and positions the student to successfully complete the associated exam.

Audience:

The Service Offerings and Agreements Capability course will be of interest to:

  • Individuals who have their ITIL v3 Foundation Certificate (or the ITIL v2 Foundation + v3 Foundation Bridge certificate) who want to purse the intermediate and advanced level ITIL certifications.
  • Individuals and / or operational staff who require a deep practical understanding of the Service Offerings and Agreements processes and how these may be used to enhance the quality of IT service support within an organization, for example: operational staff involved in Service Portfolio Management; Service Catalogue Management, Service Level Management, Demand Management, Supplier Management, Financial Management and Business Relationship Management
  • IT professionals involved in IT Service Management implementation and improvement programs.
  • A typical role includes (but is not restricted to): IT professionals, IT / business managers and IT / business process owners, IT practitioners.

Learning Objectives:

At the end of this course, the learner will gain competencies in:

  • The importance of Service Management as a Practice concept and Service Transition principles, purpose and objective
  • Knowing the important role of Service Offerings and Agreements in service provision and understanding of how the inscope processes interact with other Service Lifecycle processes
  • The activities, methods and functions used in each of the Service Offerings and Agreements processes
  • The application of Service Offerings and Agreements processes, activities and functions to achieve operational excellence
  • How to measure Service Offerings and Agreements performance
  • The importance of IT Security and how it supports Service Offerings and Agreements
  • Understanding technology and implementation requirements in support of Service Offerings and Agreements
  • The challenges, critical success factors and risks related with Service Offerings and Agreements

Course Organizational Logistics:

  • A maximum of 18 students can attend this course with 1 instructor
  • Classroom with U-shaped seating arrangement
  • 2 break out rooms where available- Whiteboard, flipchart, projector
  • Previous ITIL Certificate numbers need to be provided prior to the start of the course
  • Course runs 08:00 – 5:00 each day - the exam can be scheduled from 3:30 – 5:00 on the last day

Prerequisites:

Candidates for this course must:

  • Hold an ITIL v3 Foundation Certificate or ITIL v2 Foundation + v3 Foundation Bridge Certificate
  • There is no minimum mandatory requirement but 2 to 4 years professional experience working in IT Service Management is highly desirable
  • It is also strongly recommended that candidates:
    • Demonstrate familiarity with IT terminology and understand the context of Service Offerings and Agreements management in their own business environment
    • Have some experience of working in a service management capacity within a service provider environment

Preparation in advance:

It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Strategy and Service Design books.

Included in the course:

  • Students receive a copy of the classroom presentation material, practice exam, case study, homework and assignments.
  • PeopleCert accredited exam
  • Electronic certificate
  • ITIL best practice core books are available at cost as electronic .pdf, printed book and online subscription versions
  • Lunch, coffee breaks

Course activities:

  • 2-3 hours of evening work is required in order to take the exam
  • Classroom lecturing.
  • Individual and group assignments.
  • Exam preparation session

About the Examination:

  • ITIL® exam is PeopleCert accredited
  • Exam administration is PeopleCert responsability
  • ITAcademy enable with logistics the administration of the exams
  • Evidence of ITIL v3 Foundation Certificate or ITIL v2 Foundation + v3 Foundation Bridge Certificate and completion of Service Offerings and Agreements Capability course from an Accredited Training Provider is required to sit the exam
  • The syllabus can be downloaded from:
    http://www.itil-officialsite.com/Qualifications/ITILQualificationScheme.aspx
  • The exam is a closed book exam with eight (8) multiple choice, scenario-based, gradient scored questions.
  • Exam duration is a maximum 90 minutes for all candidates in their respective language (candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary)
  • Each question will have 4 possible answer options, one of 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.
  • Pass score is a minimum of 4 correct answers and a combined score of 28/40 or 70%
  • Distinction pass score is under consideration

Credits:

  • Upon successful passing of the ITIL Service Offerings and Agreements Capability exam, the student will be recognized with 4 credits in the ITIL qualification scheme

 

 
 

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