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Education Bureau Registration No.:575690
   
 
 
   
 
 
 
 

ITIL® Intermediate Qualification

 
 
 

ITIL® Intermediate Qualification: Service Offerings and Agreements (SOA)

(earn 4 point towards the ITIL® Expert Certification, updated to the latest ITIL® 2011 edition)

 
       
 
 
Why ITIL® Intermediate Certification: Service Offerings and Agreements (SOA)?
1. Thousands of candidates are ITIL® Foundation certified - you want to stand out in the crowd
   
2. ITIL® Intermediate Certification: Service Offerings and Agreements (SOA) will not expire.
   
3. As a standing point towards the ITIL® Expert certification (required 22 points, the certificate is worth 4 points). (Read more ...)
   
4. To claim PDU for PMP®.
Why Great Learning?
1. We are the IT soft skill specialist, highly experienced in delivering complicated and conceptual knowledge in an effective way.

 

 

 
       
  Course Objectives:    
 

Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:

  • Service Management as a Practice
  • Processes across the Service Lifecycle pertaining to the Service Offerings and Agreement 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 which includes ensuring understanding of the service value and the management of all financial considerations
  • Business Relationship Managers who have responsibility to represent customers and ensure the Service Catalogue and Portfolio have the right needs
  • Operational activities of processes covered in other Lifecycle phases such as Incident and Change Management
  • Common Service Operation activities related to Service Offerings and Agreement
  • Organizing for Service Operation which describe functions to be performed within Service Offerings and Agreement
  • Service Offerings and Agreement roles and responsibilities
  • Technology and Implementation Considerations
  • Challenges, Critical Success Factors and risks
  • CSI as a consequence of effective Service Offerings and Agreement.
   
       
  Target Students:    
 
  • Individuals who have attained the ITIL Foundation certificate in Service Management and who wish to advance to higher level ITIL certifications
  • Individuals who require a deep understanding of ITIL Certificate in the Service Offerings and Agreement processes and how it may be used to enhance the quality of IT service support within an organization
  • IT professionals that are working within an organization that has adopted and adapted ITIL who need to be informed about and thereafter contribute to an ongoing service improvement programme
  • Operational staff involved in Service Portfolio Management; Service Catalogue Management; Service Level Management; Demand Management; Supplier Management; Financial Management and Business Relationship Management who wish to enhance their role-based capabilities.
   
       
  Course Duration:    
  30 hours / 4 sessions    
       
  Language:    
  Cantonese with English terms    
       
  Prerequisites:    
  Those who are ITIL® v3 or 2011 Foundation Certified    
       
  Trainer:    
  ITIL® Approved Trainer    
       
 

Course Contents:

   
 

Learning Unit SOA01: Introduction to Service Offerings and Agreements
• Service Management as a practice
• How it delivers value to customers and the business
• The underpinning processes and functions that support the Service Lifecycle
• Which stages of the Service Lifecycle contribute to Service Offerings and Agreements and how
they all interact

Learning Unit SOA02: Service Portfolio Management
• Service Portfolio Management inclusive of its design strategy, components, methods, activities,
roles and operation including its organizational structure and the interfaces with other processes
• Service Portfolio Management in relationship to the Service Catalogue and Service Pipeline and
how these support SOA
• The benefits and business value from Service Portfolio Management

Learning Unit SOA03: Service Catalogue Management
• Service Catalogue Management inclusive of its design strategy, components, activities, roles and
operation including its organizational structure and the interfaces with other processes
• Service Catalogue in relationship to the Service Portfolio, the Business Catalogue, the Technical
Service Catalogue and how these components are used to ensure quality service within SOA
• Metrics and Critical Success Factors (CSFs) associated with Service Catalogue Management in
support of SOA

Learning Unit SOA04: Service Level Management
• Service Level Management (SLM) inclusive of design strategy, components, activities, roles and
operation including its organizational structure as well as any interfaces with other processes
• SLM components and activities including Service Level Agreements (SLAs) structures, Service
Level Requirements (SLRs), Operational Level Agreements (OLAs), Critical Success Factors
(CSFs), Underpinning Contracts (UCs) their metrics, performance and monitoring
• How these components are used to ensure quality service within SOA
• The benefits and business value of SLM

Learning Unit SOA05: Demand Management
• Demand Management process inclusive of design strategy, components, activities, roles and
operation including its organizational structure as well as any interfaces with other processes
• Demand especially as it relates to business activity patterns and how it is used within SOA
• Service Portfolio interaction with Demand Management and how demand can be managed for
service in relation to providing Business benefits and in support of SOA

Learning Unit SOA06: Supplier Management
• Supplier Management process inclusive of design strategy, components, activities, roles and
operation including its organizational structure as well as any interfaces with other processes
• Supplier Management components and activities (e.g. Supplier Categorization, Supplier
Evaluation, Supplier and Contract Database, metrics, etc.) and how these are used to ensure
quality service within SOA
• The benefits and business value that can be gained from Supplier Management as related to SOA

Learning Unit SOA07: Financial Management
• Financial Management inclusive of design strategy, components, activities, roles and operation
including its organizational structure as well as any interfaces with other processes
• Financial Management components and activities including funding, accounting, chargeback,
Return on Investment and how these are used to ensure quality service within SOA
• The benefits and business value that can be gained from Financial Management

Learning Unit SOA08: Business Relationship Manager
• The Business Relationship Manager roles and responsibilities, and how they support SOA
• Business Relationship Manager activities and how these are used to ensure quality service within
SOA

Learning Unit SOA09: Service Offerings and Agreement Roles and Responsibilities
• The roles and responsibilities related to Service Catalogue Manager, Service Level Manager and
the Supplier Manager and how they fit within the Service Design organization to support SOA

Learning Unit SOA10: Technology and Implementation Considerations
• Service Management tools and where/how they would be used within SOA for process
implementation
• The tools that support SOA
• Challenges and Risks when implementing SOA practices and processes

   
       
  Courseware:    
  Accredited notes, exercise, and sample questions    
       
  Fee:    
  Price: HK$ 10,200 (include HK$3,600 exam fee)    
       
  Examination:    
 

Fee: included
Format: multiple choice, scenario-based, gradient scored questions. Closed book
Number of Questions: 8
Pass Score: 28/40 or 70%
Delivery: organized by Great Learning Education Centre
Exam Duration: 120 minutes

Paper and E-certificate will be granted after candidate passed the exam.

   
       
  Enrollment for ITIL® Intermediate Qualification: Service Offerings and Agreements (SOA)    
 

 
Schedule:
19 - 23 May 2014
10:00 a.m. - 1:00 p.m., 2:00 - 5:00 p.m.
Exam date: to be confirmed
Price: HK$ 10,200 (include HK$3,600 exam fee)

 
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