About this Course

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 Agreements 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

- Organizing for Service Operation which describe functions to be performed within Service Offerings and Agreements

- Service Offerings and Agreements roles and responsibilities

- Technology and Implementation Considerations

- Challenges, Critical Success Factors and risks

- CSI as a consequence of effective Service Offerings and Agreements

Course Outline:

Upon successful completion of this course delegates will be able to demonstrate competencies in the following:

• Learning Unit OSA01: Introduction to Operational Support and Analysis
  
• Learning Unit SOA02: Service Portfolio Management 
  
• Learning Unit SOA03: Service Catalogue Management 
  
• Learning Unit SOA04: Service Level Management 
  
• Learning Unit SOA06: Supplier Management 
  
• Learning Unit SOA07: Financial Management 
  
• Learning Unit SOA08: Business Relationship Manager 
  
• Learning Unit SOA09: Service Offerings and Agreement Roles and Responsibilities 
  
• Learning Unit SOA10: Technology and Implementation Considerations 
  

Pre-requisites

Delegates must already hold the ITIL® Foundation or V2 Foundation plus the Foundation Bridge Certificate. It is expected that individuals demonstrate familiarity with IT terminology and understand the context of Operational Support and Analysis management of their own business environment.

Who Should Take this course

The course covers the management-level concepts of Continual Service Improvement and core information of the supporting activities within Continual Service Improvement, but not the detail of each of the supporting processes. 

The main target candidate for the ITIL® Intermediate Qualification: Continual Service Improvement Certificate includes, but is not restricted to:

• IT Professionals
  
• Business Managers
  
• Business Process Owners
  

Training Duration:

Full-Time : 5 days (Time : 9.30am-5.30pm)

Training Methodology & Materials:

This is an intensive five-day course which includes the ITIL® Service Operation examination which takes place on the final day.

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