Module 1: Introduction to Service Offerings & Agreements
Learning Objectives
This module looks at the basic concepts and principles relating to Capacity Management and the activities for the process and the triggers, inputs and outputs of the process.
It also provides you with an understanding of the purpose and objectives, scope and value to business of both the strategy management for IT services process and the design coordination process.
SOA is a collection of relevant practices from the core guidance that are related to the creation and management of service offerings and the agreements required to support them. The relevant introduction to SOA includes an overview only, of two other processes: strategy management for IT services and coordination.
The candidate must be able to understand and describe:
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)
Module 2: Service Portfolio Management
Learning Objectives
This module provides a complete overview of the objectives, scope and importance of service portfolio management as a process to generate business value.
Service portfolio management policies, principles, concepts, activities, methods and techniques are explained in relationship to SOA practices.
Efficient use of service portfolio management metrics are reviewed in this module.
The candidate must be able to understand and describe:
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
Module 3: Service Catalogue Management
Learning Objectives
This module covers the purpose, objectives and scope of service catalogue management and its importance as a process to generate business value.
It also covers the main activities, methods and techniques that enable service catalogue management and how they relate to service offerings and agreements.
The candidate must be able to understand and describe:
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
Module 4: Service Level Management
Learning Objectives
This module covers the service level management (SLM) process and how it contributes to SOA.
It provides a complete overview of the objectives, scope and the importance of SLM as a process to generate business value. IT SLM policies, principles, concepts, activities, methods and techniques are explained in relation to SOA practices, including SLA structures and determining service level requirements.
To achieve the learning outcomes and meet the examination level of difficulty, the candidates must be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze:
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
Module 5: Demand Management
Learning Objectives
The module covers the purpose, objectives and scope of demand management and its importance as a process to generate business value.
It also covers information management, the main activities, methods and techniques that enable demand management and how they relate to service offerings and agreements.
The candidate must be able to understand and describe:
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
Module 6: Supplier Management
Learning Objectives
This module provides a complete overview of the objectives, scope and importance of supplier management as a process to generate business value. Supplier management policies, principles, concepts, activities, methods and techniques are explained in relationship to SOA practices.
It looks at supplier management policies, principles, concepts, activities, methods and techniques in relation to SOA practices as well as at how these relate to the service lifecycle. It covers the evaluation of new suppliers, the use of supplier categorization and maintenance of the supplier and contract database. Efficient use of supplier related measures and metrics are also reviewed.
The candidate must be able to understand and describe:
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
Module 7: Financial Management
Learning Objectives
This module provides a complete overview of the objectives, scope and importance of financial management as a process to generate business value. Financial management policies, principles, concepts such as accounting, budgeting and charging, activities, methods and techniques are explained in relationship to SOA practices.
To achieve the learning outcomes and meet the examination level of difficulty, the candidates must be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze:
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
Module 8: Business Relationship Management
Learning Objectives
It provides a complete overview of the objectives, scope and importance of business relationship management as a process to generate business value.
Business relationship management policies, principles, concepts, activities, methods and techniques are explained in relationship to SOA practices.
Efficient use of business relationship management metrics are reviewed in this module.
The candidate must be able to understand and describe:
The purpose and objectives of BRM
The scope of BRM
The value to the business of BRM
Policies, principles and basic concepts
Module 9: SOA Roles and Responsibilities
Learning Objectives
This module looks at the key roles and responsibilities for the SOA processes of service portfolio management, service catalogue management and service level management, demand management, supplier management, financial management for IT services and business relationship management.
The candidate must be able to understand and describe:
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
Module 10: Technology and Implementation Considerations
Learning Objectives
The module covers SOA technology and implementation considerations.
It also provides an overview of all three lifecycle stages (service design, service operation and service transition) which are used to explore the challenges, Critical success factors and risks related to implementing practices and processes.
Service design is specifically used to identify good practices and evaluation criteria for technology and tools related to process implementation. Service operation provides the specifics on planning and implementing service management technology support as well as a guide to generic requirements for technology.
All three lifecycle stages (namely service design, service operation and service transition) are used to explore the challenges, Critical success factors and risks related to implementing practices and processes.
The candidate must be able to understand and describe:
The evaluation criteria for technology and tooling for process implementation
The challenges, critical success factors and risks related to implementing practices and processes
How to plan and implement service management technologies
Module 11: Exam Preparation
Learning Objectives
This module prepares you for the ITIL Service Offerings and Agreements examination.
