Course Description: This 4-day course provides a deeper exposure to the practical aspects of the ITIL® v3 processes associated with Service Offerings and Agreements. The main focus of this course is the development of operational subject matter expertise on these processes in a practical, hands-on learning environment:

• 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 Management and the responsibility to represent customers and ensure the Service Catalogue and Portfolio have the right needs

This training is intended to enable participants to apply ITIL v3 concepts in an engaging case study based approach while preparing to successfully complete the associated exam.

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

• Individuals who require a comprehensive practical understanding of the Service offerings and Agreements processes and how these may be used to enhance the quality of IT service delivery within an organization, for example: Business Relationship Managers, Service Portfolio Managers; Service Catalogue Managers, Service Level Managers, Supplier Managers, or other professionals responsible for Demand Management or Financial Management of IT Services
• IT professionals involved in IT Service Management implementation and improvement programs. A typical role includes (but is not restricted to): Business Relationship Managers, Portfolio Managers, Supplier and Procurement Managers, Service Level Managers, Senior IT Managers / Directors, IT process owners, IT practitioners.

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

• How to manage, measure, and improve performance at a process level
• Understanding technology and implementation considerations in support of a focused set of ITIL processes
• Application of course concepts to achieve operational improvements
• Activities, methods, and functions used in each of the associated processes
• Challenges, Critical Success Factors and risks related to Service Offerings and Agreements (SOA)
• Continual Service Improvement as a consequence of effective SOA Management

Prerequisites: Candidates for this course must hold an ITIL v3 Foundation Certificate. It is recommended that candidates read the ITIL Service Lifecycle core publications prior to the course.

Course Student Material: Students receive a copy of the classroom presentation material, practice exam, case study , homework and assignments. ITIL v3 core books are available for purchase separately.

Credits: Upon successful passing of the ITIL Service Offerings and Agreements exam, the student will be recognized with 4 credits in the ITIL® v3 qualification scheme.

PMI PDUs: Students who are PMP certified will earn 36 PDUs for this course.

ITIL Intermediate SOA Course Dates and Fees:

Service Catalog: With regional offices in McLean, VA, Phoenix, AZ and San Diego, CA, Beyond20 is positioned to deliver world class ITIL training and ITSM consulting services nationwide: