ITIL 2011 Service Offerings and Agreements (SOA)

Size: px

Start display at page:

Download "ITIL 2011 Service Offerings and Agreements (SOA)"

Hillary Webster
5 years ago
Views:

1 IT SERVICE MANAGEMENT ITIL 2011 Service Offerings and Agreements (SOA) CERTIFICATE: DURATION: COURSE DELIVERY: LANGUAGE: ITIL 2011 Service Offerings and Agreements (SOA) 5 Days Classrm, Live Virtual Classrm English Curse Descriptin: This curse immerses learners in the practical aspects f the ITIL Service Lifecycle and prcesses assciated with the Service Offerings and Agreements f services and service delivery. The main fcus f this curse is n the peratinal-level prcess activities and supprting methds and appraches t executing these prcesses in a practical, hands-n learning envirnment. This training is intended t enable the hlders f the certificate t apply the practices during the Service Management Lifecycle. This curse is designed using an engaging scenari-based apprach t learning the cre disciplines f the ITIL best practice and psitins the student t successfully cmplete the assciated exam. The Service Offerings and Agreements mdule is ne f the ITIL Service Capability mdules, and will be f interest t candidates wishing t gain a deep level f understanding f ITIL prcesses and rles, hw they are implemented and hw they interact. The mdular structure f the Intermediate level allws candidates t develp an ITIL specialism. The Service Offerings and Agreements mdule will help yu t gain the technical level f knwledge and skills required fr detailed executin and implementatin f specific ITIL prcesses. Service Lifecycle mdules which wuld enhance yur knwledge gained frm this mdule are: Service Design (SD) Service Strategy (SS) Credits btained frm the Service Offerings and Agreements (SOA) qualificatin may nt be cmbined with the credits btained frm the IPAD Practitiner mdule twards an ITIL Expert Level applicatin due t the high level f cntent verlap Cpyright 2014 Maestr Intelligence Lab. All Rights Reserved ITIL is a registered trademark f AXELOS Limited. The Swirl lg TM is a trade mark f AXELOS Limited.

2 Curse Objectives: The purpse f this training mdule and the assciated exam and certificate is, respectively, t impart, test, and validate the knwledge n industry practices in service management as dcumented in the ITIL Service Lifecycle cre publicatins Candidates can expect t gain cmpetencies in the fllwing areas upn successful cmpletin f the educatin and examinatin cmpnents related t this certificatin Overview f SOA prcesses and basic principles The value t the business f SOA activities Hw the SOA prcesses rely n a gd business case Hw the SOA prcesses rely n a gd understanding f return n investment (ROI) Prcesses acrss the service lifecycle pertaining t the service fferings and agreements curse SOA rles and respnsibilities Technlgy and implementatin cnsideratins Challenges, critical success factrs and risks Target Audience: The target grup f the ITIL Intermediate Qualificatin: Service Offerings and Agreements Certificate includes, but is nt restricted t IT Prfessinals Business managers Business prcess wners Individuals wh require a deep understanding f the Service Offerings and Agreements prcesses and f hw it may be used t enhance the quality f IT service supprt within an rganizatin IT prfessinals wh are wrking within an rganizatin that has adpted and adapted ITIL and wh need t be infrmed abut, and thereafter cntribute t, an nging service imprvement prgram Operatinal staff invlved in service prtfli management; service level management; service catalgue management; demand management; supplier management; financial management fr IT services and business relatinship management wh wish t enhance their rle-based capabilities Individuals wh have attained the ITIL Fundatin Certificate in IT Service Management and wish t advance t higher level ITIL certificatins Individuals seeking the ITIL Expert Certificate in IT Service Management fr which this qualificatin can be ne f the prerequisite mdules Individuals seeking prgress tward the ITIL Master Certificate in IT Service Management fr which the ITIL Expert is a prerequisite. Cpyright 2014 Maestr Intelligence Lab. All Rights Reserved ITIL is a registered trademark f AXELOS Limited. The Swirl lg TM is a trade mark f AXELOS Limited.

3 Prerequisite: Training and Exam: Candidates fr this curse must Hld an ITIL Fundatin Certificate r ITIL (V2) Fundatin + (V3) Fundatin Bridge Certificate Have undertaken at least 30 cntact hurs (hurs f instructin, excluding breaks, with an Accredited Training Organizatin (ATO) r an accredited e-learning slutin) fr this syllabus, as part f a frmal, apprved training curse/scheme Can demnstrate familiarity with IT terminlgy and understand that the cntext f service fferings and agreements management within their wn business envirnment is strngly recmmended Have experience f wrking in the service management capacity within a service prvider envirnment, with respnsibility fr at least ne f the fllwing management prcesses and activities Service prtfli management Service Catalg Management Service level Management Demand Management Supplier Management Financial management f IT Services Business relatinship management Curse Outline: Intrductin t service fferings and agreements (SOA): The value t the business f SOA activities The lifecycle within the SOA cntext Hw services deliver value t custmers and the business and the relevance t the SOA prcesses Hw requirements are identified thrugh the SOA prcesses Understanding return n investment (ROI) and the business case Service prtfli management: Service prtfli management, including cncepts, methds, activities, rles and peratin as well as its rganizatinal structure and the interfaces with ther prcesses Service prtfli management in relatinship t the service catalgue and service pipeline and hw these supprt SOA Metrics and critical success factrs (CSFs) assciated with service prtfli management in supprt f OSA Cpyright 2014 Maestr Intelligence Lab. All Rights Reserved ITIL is a registered trademark f AXELOS Limited. The Swirl lg TM is a trade mark f AXELOS Limited.

4 Service catalgue management : Service catalgue management, including its cncepts, activities, rles and peratin as well as its rganizatinal structure and the interfaces with ther prcesses Service catalgue in relatinship t the service prtfli, the business catalgue, the technical service catalgue and hw these cmpnents are used t ensure service quality within SOA Metrics and CSFs assciated with service catalgue management in supprt f SOA Service level management: Service level management (SLM), including its cncepts, activities, rles and peratin as well as its rganizatinal structure and any interfaces with ther prcesses SLM cmpnents and activities, including service level agreements (SLAs) structures, service level requirements (SLRs), peratinal level agreements (OLAs), CSFs, underpinning cntracts (UCs), their metrics, perfrmance and mnitring Hw these cmpnents are used t ensure service quality within SOA Demand management: Demand management prcess, including its cncepts, activities, rles and peratin as well as its rganizatinal structure and any interfaces with ther prcesses Demand fr services especially in relatin t patterns f business activity and hw it is used within SOA Service prtfli interactin with demand management and hw demand can be managed fr service in relatin t prviding business benefits and in supprt f SOA Metrics and CSFs assciated with demand management in supprt f SOA Supplier management: Supplier management prcess inclusive f its cncepts, activities, rles and peratin including its rganizatinal structure as well as any interfaces with ther prcesses Supplier management cmpnents and activities (fr example supplier categrizatin, supplier evaluatin, supplier and cntract database, metrics and CSFs) and hw these are used t ensure service quality within SOA Cpyright 2014 Maestr Intelligence Lab. All Rights Reserved ITIL is a registered trademark f AXELOS Limited. The Swirl lg TM is a trade mark f AXELOS Limited.

5 Financial Management fr IT services: Financial management fr IT services, including its cncepts, activities, rles and peratin as well as its rganizatinal structure and any interfaces with ther prcesses Financial management fr IT services cmpnents and activities, including budgeting, accunting and charging and hw these are used t ensure service quality within SOA Metrics and CSFs assciated with financial management fr IT services in supprt f SOA Business relatinship management: Business relatinship management, including its cncepts, activities, rles and peratin as well as its rganizatinal structure and any interfaces with ther prcesses Metrics and CSFs assciated with business relatinship management in supprt f SOA SOA rles and respnsibilities: The rles and respnsibilities related t all f the SOA prcesses Technlgy and implementatin cnsideratins: Service management tls and where/hw they wuld be used within SOA fr prcess Implementatin The tls that supprt SOA What best practices shuld be used in rder t alleviate challenges and risks when implementing Service Management technlgies and designing technlgy architectures Cpyright 2014 Maestr Intelligence Lab. All Rights Reserved ITIL is a registered trademark f AXELOS Limited. The Swirl lg TM is a trade mark f AXELOS Limited.

6 Abut the Examinatin It is als recmmended that candidates shuld cmplete a minimum f 12 hurs f persnal study by reviewing the syllabus and the pertinent areas within the ITIL Service Strategy and ITIL Service Design cre guidance in preparatin fr the examinatin, specifically Mdule 2: Service management as a practice. Type Duratin Prvisins fr additinal time relating t language Prerequisite Supervised Eight (8) multiple chice, scenari-based, gradientscred questins. Each questin will have 4 pssible answer ptins, ne which is wrth 5 marks, ne which is wrth 3 marks, ne which is wrth 1 mark, and ne which is a distracter and achieves n marks. Maximum 90 minutes fr all candidates in their respective language Candidates cmpleting an exam: in a language that is nt their mther tngue, and where the language f the exam is nt their primary business language, have a maximum f 120 minutes t cmplete the exam and are allwed the use f a dictinary ITIL Fundatin Certificate in IT Service Management (r ther apprpriate earlier ITIL and bridge qualificatins Cmpletin f an Accredited curse frm an ITIL Accredited Training Prvider Yes Open Bk N Pass Scre 28/40 r 70% Cpyright 2014 Maestr Intelligence Lab. All Rights Reserved ITIL is a registered trademark f AXELOS Limited. The Swirl lg TM is a trade mark f AXELOS Limited.

Implementing a Data Warehouse with Microsoft SQL Server

Implementing a Data Warehouse with Microsoft SQL Server Implementing a Data Warehuse with Micrsft SQL Server Implementing a Data Warehuse with Micrsft SQL Server Curse Cde: 20463 Certificatin Exam: 70-463 Duratin: 5 Days Certificatin Track: MCSA: SQL Server