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ITIL Intermediate: Service Offeringsand AgreementsLesson PlanDelivery:e-LearningMock Exam:Included in Course (x2)Certificate:Examination (included)Duration:30 hours, self-pacedAccredited By:PeopleCertLanguage:English
ITIL Intermediate: Service Offerings and Agreements - Lesson PlanThis Lesson PlanContentsThis lesson plan provides you with all the informationabout the ITIL Service Strategy e-learning course.Before you begin your studies, please read through thisdocument to help you plan your studying and revisionactivities.Welcome3Prerequisites3Who will Benefit from this course?3Course Materials3Exercises/Personal Revision4Quizzes4Mock Exams4Taking the ITIL Service Offerings and Agreements Exam4How to Book an Exam4Technical SupportHow to Take the Exam4UK 44(0) 8435 235 096USA 1(917) 472-9842support@goodelearning.comWhat does the ITIL Service Offerings and AgreementsExam Consist of?4How to Get Help from our ITIL Trainer and Mentor4Detailed Lesson Plan5 Module 1: Introduction to Service Offeringsand Agreements5Module 2: Service Portfolio Management6Module 3: Service Catalogue Management7Module 4: Service Level Management8Module 5: Demand Management8Module 6: Supplier Management9 Module 7: Financial Management9 Module 8: Business Relationship Management10Good luck!Tutor SupportContact your tutor at any point during the course onitil-tutor@goodelearning.comModule 9: SOA Roles and Responsibilities10 Module 10: Technology and ImplementationConsiderations11Module 11: Exam PreparationITIL Terminology Copyright 2015 Good e-Learning, all rights reserved. This e-Learning course is delivered by Good e-Learning, and accredited by PeopleCert.No part of this publication may be reproduced, resold, stored in a retrieval system, or distributed in any form or by any means, without the prior permission of the copyright owner.Such requests for permission may be submitted to: marketing@goodelearning.com. Good e-Learning is a trading name used by Educational Systems Ltd.ITIL is a Registered Trademark of AXELOS Ltd.11122
ITIL Intermediate: Service Offerings and Agreements - Lesson PlanWelcomeWelcome to the ITIL Service Offerings and AgreementsCertification course.The ITIL Service Offerings and Agreements qualificationis one of four ITIL Service Capability Courses and willprovide you with guidance that focusses on the practicalapplication of SOA practices in order to enable serviceportfolio, service catalogue, service level, demand,supplier and business relationship management andfinancial management for IT services.This is an accredited, interactive e-Learning course forstudents who wish to become certified in ITIL ServiceOfferings and Agreements. As well as in-depth visuallearning content, the online course contains audio andvideo narratives, quizzes and practice exams.There are two objectives of this course. The firstis to gain an introductory overview of the Servicemanagement lifecycle, its key processes, roles etc. Youalso want to pass the exam! It is the aim of the course tosatisfy both. The course contains a number of videos, with avoiceover commentary. You may stop and start the course wheneveryou like. Do not try and cover too much material at once; abenefit of e-Learning is that you can take your time. Use the quizzes to check that you have understoodthe previous session. Where you have answeredincorrectly, read the guidance, and then review thattopic again. Use the exercises to further consolidate yourlearning. Remember, this course is not just aboutpassing an exam; it is to give you an awareness ofthe importance of IT Service Management in real-life. The Case Study slides show you how the frameworkmight be used in a fictional organization. Remember you can ask the tutor at any time, and willreceive an email reply within 1 working day.PrerequisitesThis course is part of a range of ITIL Intermediate LevelQualifications. Before taking this course you must havesuccessfully completed and passed one of the followingfoundation level qualifications: ITIL v3 or 2011 Foundation, or ITIL v2 Foundation and v2/v3 Foundation Bridge. The ITIL Service Offerings and Agreements Certificateis part of the ITIL Intermediate capability stream,and one of the modules that leads to the ITIL ExpertCertificate in IT Service Management.ITIL MasterITIL ExpertManaging Across the LifecycleSS SD ST SO CSIOSA PPO RCV SOAIntermediate LifecycleIntermediate CapabilityITIL Foundation Crown Copyright 2011. Reproduced with permission from Axelos LtdWho will Benefit from this Course?This course will be of benefit to any IT professional whoneeds to understand the concepts and activities of ITILService Offerings and Agreements at management level.It will also benefit operational staff involved in ServicePortfolio Management, Service Catalogue Management,Service Level Management, Demand Management,Supplier Management, Financial Management andBusiness Relationship Management who wish toenhance their role-based capabilities.It is also suitable if you have completed the ITILFoundation certificate, and you are wishing to advance tohigher level ITIL certifications.Course MaterialsWhen you log in to the course you will have access tothe following learning materials.A series of interactive tutorials that cover the following topics: Introduction to Service Offerings and Agreements Service Portfolio Management Service Catalogue Management Service Level Management Demand Management Supplier Management Financial Management Business Relationship Management SOA roles and responsibilities Technology and implementation considerations Exam Preparation Copyright 2015 Good e-Learning, all rights reserved. This e-Learning course is delivered by Good e-Learning, and accredited by PeopleCert.No part of this publication may be reproduced, resold, stored in a retrieval system, or distributed in any form or by any means, without the prior permission of the copyright owner.Such requests for permission may be submitted to: marketing@goodelearning.com. Good e-Learning is a trading name used by Educational Systems Ltd.ITIL is a Registered Trademark of AXELOS Ltd.3
ITIL Intermediate: Service Offerings and Agreements - Lesson PlanExercises/Personal RevisionThere are a number of exercises which can be used forpersonal revision, to consolidate learning. They also helpto break up the videos.In order to book your exam, you will need an ExamVoucher. If you purchased this with your course, whenyou think you are ready to book, please contact us andwe will send one immediately. The exam voucher is validfor 1 year from the date of issue.QuizzesHow to Take the ExamEvery module ends with a number of multiple choicequiz questions. These match, as far as is possible, theformat of the official exam, and are intended to beequally challenging. By having these quiz sessions aftereach module, you will gain confidence that you aremeeting the learning objectives of this qualification.Because the exam is taken online, you can take it ata location and time that suits you.Additionally, the course contains the following: Exercises in a downloadable exercise booklet, tofurther consolidate your learning. Suggested answers to the exercises in adownloadable booklet. A downloadable copy of the official Acronymsdocument. A downloadable copy of the official Glossary which isalso available online throughout the course. Two official Mock exams, with answers A number of additional downloadable resourceswhich concentrate on a key concept or process.These resources are part of a library that is growingover time, so keep checking our website.Mock ExamsWe strongly encourage you to attempt both mock examsas part of your revision. The mock exams are intendedto closely simulate the exam conditions that you will facewhen taking the real thing. Tutor support is available ifyou are struggling to achieve a pass mark.Taking the ITIL Service Offerings andAgreements ExamUpon completing this course you should be able to preparefor the ITIL Service Offerings and Agreements Exam. Thiscan be taken online at a place and time that suits you, usingPeopleCert.Using PeopleCert software, your computer’s webcam andmicrophone records your exam session from start to finish.At the end of the exam, the recorded video and audio isthen sent to PeopleCert, to be reviewed retrospectively by aremote proctor. The proctor will look at the recorded footageto check you have complied with exam guidelines.You will receive the final result within 10 days by e-mail andpost.What does the ITIL Service Offerings andAgreements Exam Consist of?This is a multiple choice exam consisting of eightscenario-based questions.Each question is gradient scored, meaning that you willhave four answer options to choose from, and eachanswer will either be worth five marks, three marks, onemark, or zero marks.You will have 90 minutes to complete the exam.The exam is closed book - you cannot make use of anyresources or materials during the exam.There are a maximum of 40 potential marks in this exam;to pass you must get at least 28 out of 40 marks correct(70%).How to Get Help from our ITIL Trainerand MentorFor all enquiries, a qualified ITIL Tutor can always bereached by e-mail (itil-tutor@goodelearning.com) orby clicking a link from the ‘support section’ within thecourse. You will receive a response to your ITIL questionor query within 1 working day.PeopleCert is a service that allows you to take yourcertification exam online (virtually) from your own PC orlaptop. If you purchased the course and a voucher for theexam, we will provide the voucher to you on request.How to Book an ExamYou can book a PeopleCert exam via the PeopleCert website.You will first need to create an account by filling in yourpersonal details. Copyright 2015 Good e-Learning, all rights reserved. This e-Learning course is delivered by Good e-Learning, and accredited by PeopleCert.No part of this publication may be reproduced, resold, stored in a retrieval system, or distributed in any form or by any means, without the prior permission of the copyright owner.Such requests for permission may be submitted to: marketing@goodelearning.com. Good e-Learning is a trading name used by Educational Systems Ltd.ITIL is a Registered Trademark of AXELOS Ltd.4
ITIL Intermediate: Service Offerings and Agreements - Lesson PlanDetailed Lesson PlanThe following tables summarise each of the modules, their learning objectives, and the method(s) of delivery. Thetotal studying time required for this course is 30 hours.Module 1: Introduction to Service Offerings and Agreements (1 hour, 30 minutes)Upon starting Module 1, you will receive detailed instructions for navigating the e-learning course and how to accesssupport for your studies.Session TitleDurationIntroduction toService Offeringsand AgreementsLearning ObjectiveDelivery MethodThis module of this course provides an introduction to the coreconcepts and terminology of the service lifecycle stages that arerelated to SOA. These include select processes from service strategyand service design.Video and voiceoverSOA is a collection of relevant practices from the core guidance thatare related to the creation and management of service offerings andthe agreements required to support them. The relevant introductionto SOA includes an overview only, of two other processes: strategymanagement for IT services and coordinationTo achieve the learning outcomes and meet the examination level ofdifficulty, the candidates must be able to understand and describe: The context in the service lifecycle of the SOA processes from theservice strategy stage (service portfolio management, demandmanagement, financial management for IT services and businessrelationship management) Lesson 1 Lesson 21 hour, 20 mins(for Lessons 1and 2) Quiz10 minutes(to include review) nderstand the reliance of these processes (service portfolioUmanagement, demand management, financial management for ITservices and business relationship management) on the existenceof a strategy. Understand the purpose and objectives, scope andvalue to business of the strategy management for IT servicesprocess (SS 4.1.1, SS 4.1.2, SS 4.1.3) The context in the service lifecycle of the SOA processes from theservice design stage (service catalogue management, service levelmanagement, supplier management) (SS 1.2, SD 1.2)Video and voiceover nderstand purpose and objectives, scope and value to businessUof the design coordination process (SS 4.1.1, SS 4.1.2, SS 4.1.3) How successful services depend on the customer’s perception ofutility and warranty and the relevance to the SOA processes (SS3.2.3 [up to 3.2.3.2], SS 3.2.4 [up to 3.2.4.1]) Understanding how the SOA processes are the starting point forunderstanding and identifying customer requirements (SD 3.1.3,SD 3.4, SD 3.5) Return on investment (ROI) and the business case and therelevance to the SOA processes (SS 3.6.1 [up to 3.6.1.2])Video and voiceover5 quiz questions to consolidate learning. Each question has anexplanation provided and the student can review their answers.Multiple Choice Questions Copyright 2015 Good e-Learning, all rights reserved. This e-Learning course is delivered by Good e-Learning, and accredited by PeopleCert.No part of this publication may be reproduced, resold, stored in a retrieval system, or distributed in any form or by any means, without the prior permission of the copyright owner.Such requests for permission may be submitted to: marketing@goodelearning.com. Good e-Learning is a trading name used by Educational Systems Ltd.ITIL is a Registered Trademark of AXELOS Ltd.5
ITIL Intermediate: Service Offerings and Agreements - Lesson PlanModule 2: Service Portfolio Management (2 hours, 30 minutes)Session TitleDurationService PortfolioManagementLearning ObjectiveDelivery MethodThis module addresses how the process of service portfoliomanagement contributes to SOA practices. It provides a completeoverview of the objectives, scope and importanceOf service portfolio management and of how it relates businessservices to IT services. Service portfolio management policies,principles, concepts, activities, methods and techniques areexplained in relation to SOA practices. The relationship of serviceportfolio management to the service catalogue and service pipelineis described and illustrated. Efficient use of service portfoliomanagement metrics is reviewed.Lesson 1T o achieve the learning outcomes and meet the examination levelof difficulty, the candidates must be able to understand, describe,identify, demonstrate, apply, distinguish, produce, decide or analyse: 1 hour, 20 mins(for Lessons 1 to 3) Lesson 2Lesson 3Video and voiceoverI ntroduction to the service portfolio and its relationship tothe service pipeline and service catalogue (SS 4.2 introductionup to 4.2.1) The purpose and objectives of service portfolio management(SS 4.2.1)The scope of service portfolio management (SS 4.2.2) The value to the business of service portfolio management(SS 4.2.3)Policies, principles and basic concepts (SS 4.2.4)Process activities, methods and techniques (SS 4.2.5)Video and voiceoverTriggers, inputs, outputs and interfaces (SS 4.2.6)Information management (SS 4.2.7)Critical success factors and key performance indicators (SS 4.2.8)Challenges and risks (SS 4.2.9)Designing the service portfolio (SD 3.7.2.1)Video and voiceoverExercise60 minutesService portfolioTextQuiz10 mins(to include review)5 quiz questions to consolidate learning. Each question has anexplanation provided and the student can review their answers.Multiple choice questions Copyright 2015 Good e-Learning, all rights reserved. This e-Learning course is delivered by Good e-Learning, and accredited by PeopleCert.No part of this publication may be reproduced, resold, stored in a retrieval system, or distributed in any form or by any means, without the prior permission of the copyright owner.Such requests for permission may be submitted to: marketing@goodelearning.com. Good e-Learning is a trading name used by Educational Systems Ltd.ITIL is a Registered Trademark of AXELOS Ltd.6
ITIL Intermediate: Service Offerings and Agreements - Lesson PlanModule 3: Service Catalogue Management (2 hours, 30 minutes)Session TitleDurationLearning ObjectiveDelivery MethodService CatalogueManagementThis module explores how the process of service cataloguemanagement contributes to SOA practices. It provides a completeoverview of the objectives, scope and of the importance of servicecatalogue management as an interface to the service portfolio, aswell as of the difference between a business and a technical servicecatalogue. Service catalogue management policies, principles,concepts, Activities, methods and techniques are explored in relationto SOA. Efficient use of service catalogue management metrics isreviewed in this unit.Lesson 1To achieve the learning outcomes and meet the examination levelof difficulty, the candidates must be able to understand, describe,identify, demonstrate, apply, distinguish, produce, decide or analyse: The importance of the service catalogue to the service lifecycleand its interface to the service portfolio (SS 4.2.4.3; SD 3.7.2.1) The purpose and objectives of service catalogue management(SD 4.2.1) The scope of service catalogue management (SD 4.2.2) The value to the business of service catalogue management(SD 4.2.3) Policies, principles and basic concepts (SD 4.2.4)Video and voiceover Video and voiceover1 hour, 20 mins(for Lessons 1and 2)Lesson 2 ExerciseQuiz10 mins(to include review)Process activities, methods and techniques (SD 4.2.5)Triggers, inputs, outputs and interfaces (SD 4.2.6)Information management (SD 4.2.7) Critical success factors and key performance indicators associatedwith the process (SD 4.2.8)Challenges and risks associated with the process (SD 4.2.9)Production of a service catalogue (SD Appendix G)Service catalogueText5 quiz questions to consolidate learning. Each question has anexplanation provided and the student can review their answers.Multiple choice questions Copyright 2015 Good e-Learning, all rights reserved. This e-Learning course is delivered by Good e-Learning, and accredited by PeopleCert.No part of this publication may be reproduced, resold, stored in a retrieval system, or distributed in any form or by any means, without the prior permission of the copyright owner.Such requests for permission may be submitted to: marketing@goodelearning.com. Good e-Learning is a trading name used by Educational Systems Ltd.ITIL is a Registered Trademark of AXELOS Ltd.7
ITIL Intermediate: Service Offerings and Agreements - Lesson PlanModule 4: Service Level Management (6 hours)Session TitleDurationLearning ObjectiveDelivery MethodService LevelManagementThis module introduces the service level management (SLM) processand how it contributes to SOA. It provides a complete overviewof the objectives, scope and the importance of SLM as a processto generate business value. IT SLM policies, principles, concepts,activities, methods and techniques are explained in relation to SOApractices, including SLA structures and determining service levelrequirements. Efficient use of SLM metrics are reviewed in this unitalong with monitoring of service performance against SLAs (as wellas OLAs).Lesson 1To achieve the learning outcomes and meet the examination levelof difficulty, the candidates must be able to understand, describe,identify, demonstrate, apply, distinguish, produce, decide or analyse: The importance of SLM to the service lifecycle(SD 4.3 introduction up to 4.3.1) The purpose and objectives of SLM (SD 4.3.1) The scope of SLM (SD 4.3.2) The value to the business of SLM (SD 4.3.3) Policies, principles and basic concepts (SD 4.3.4)Video and voiceover Video and voiceoverLesson 23 hours, 50 mins(for Lessons 1and 2) rocess activities, methods and techniques of SLM and how itPrelates to the service lifecycle (SD 4.3.5)Triggers, inputs, outp
The ITIL Service Offerings and Agreements qualification is one of four ITIL Service Capability Courses and will provide you with guidance that focusses on the practical application of SOA practices in order to enable service portfolio, service catalogue, service level,
