This course is a five-day classroom training relevant for professionals who play a role in the daily implementation and execution of activities covered under Service Offering and Agreement in order to deliver business value delivered through quality IT services. This course is a free-standing qualification and is also part of the ITIL intermediate capability stream, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test and validate the knowledge on industry practices in service management as documented in the official ITIL Service Lifecycle publications. Practical examples and real life case studies are used to guide and assist with the understanding of key concepts throughout the course. At the end of the five-day classroom training, the certification exam may be taken.The ITIL Service Offering and Agreement certificate is awarded to candidates passing the examination. Participants will also earn 35 Project Management Institute (PMI) Professional Development Units upon course completion.
This course and qualification presents a complete overview of Operational Support and Analysis (OSA) including all its related activities. The course is intended to enable the holders of the certificate to apply OSA practices in resolution and support of the service management lifecycle. Candidates can expect to gain key competencies related to this certification.
• Introduction to OSA
• Event Management
• Incident Management
• Request Fulfilment
• Problem Management
• Access Management
• The Service Desk
• Technology and Implementation Consideration
Active Learning is an official Accredited Training Organization (ATO) of Axelos - the owner of ITIL®.
ITIL® is a registered trademark of AXELOS Limited. Used under licence of AXELOS Limited. All rights reserved.
Who Should Attend
This course aims at those IT consultants, IT service providers, IT senior managers, IT managers and supervisory staff, IT audit managers, IT security managers, service designers, IT architects who require a deep understanding of related ITIL processes in order to enhance their role-based capabilities and to contribute to the evolution and improvement of ITIL processes and services within their organisation.
Candidates wishing to be trained and examined for this qualification must already hold the ITIL
Foundation Certificate in IT Service Management which must be presented as documentary evidence to gain admission.
Candidates who hold the following ITIL qualifications are also eligible, and similar evidence will be
• Earlier ITIL (V2) Foundation plus Foundation Bridge
• ITIL Expert Certificate in IT Service Management (achieved via Service Manager or
Practitioner bridging routes).
Delegates who successfully complete the course and pass the examination will be recognized as certified with ITIL Operational Support and Analysis Intermediate certificate under the APMG certification scheme. Delegates who do not attain a passing score for the examination would be awarded a course attendance certificate only.
The examination duration is 90 minutes and is a closed-book paper containing 8 scenario-based gradient-scored MCQ (multiple choice questions). Each question will have 4 possible answer options, one which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks.
A candidate is expected to answer all questions and must attain a score of 70% (28/40) and above to pass the examination and qualify for certification.
Introduction to OSA
- The value to the business of OSA activities
- The lifecycle within the OSA context
- How services deliver value to customers and the business and the relevance to the SOA processes
- How requirements are identified through the SOA processes
- Understanding return on investment (ROI) and the business case
Service Portfolio Management
- Service portfolio management, including concepts, methods, activities, roles and operation as well as its organizational structure and the interfaces with other processes
- Service portfolio management in relationship to the service catalogue and service pipeline and how these support SOA
- Metrics and critical success factors (CSFs) associated with service portfolio management in support of SOA
- The benefits and business value that can be gained from change management and the challenges and risks to be managed
Service Catalogue Management
- Service catalogue management, including its concepts, activities, roles and operation as well as its organizational structure and the interfaces with other processes
- Service catalogue in relationship to the service portfolio, the business catalogue, the technical service catalogue and how these components are used to ensure service quality within SOA
- Metrics and CSFs associated with service catalogue management in support of SOA
Service Level Management
- Service level management (SLM), including its concepts, activities, roles and operation as well as its organizational structure and any interfaces with other processes
- SLM components and activities, including service level agreements (SLAs) structures, service level requirements (SLRs), operational level agreements (OLAs), CSFs, underpinning contracts (UCs), their metrics, performance and monitoring
- How these components are used to ensure service quality within SOA
- Demand management process, including its concepts, activities, roles and operation as well as its organizational structure and any interfaces with other processes
- Demand for services especially in relation to patterns of business activity and how it is used within SOA
- Service portfolio interaction with demand management and how demand can be managed for service in relation to providing business benefits and in support of SOA
- Metrics and CSFs associated with demand management in support of SOA
- Supplier management process inclusive of its concepts, activities, roles and operation including its organizational structure as well as any interfaces with other processes
- Supplier management components and activities (for example supplier categorization, supplier evaluation, supplier and contract database, metrics and CSFs) and how these are used to ensure service quality within SOA
Financial Management for IT Services
- Financial management for IT services, including its concepts, activities, roles and operation as well as its organizational structure and any interfaces with other processes
- Financial management for IT services components and activities, including budgeting, accounting and charging and how these are used to ensure service quality within SOA
- Metrics and CSFs associated with financial management for IT services in support of SOA
Business Relationship Management
- Business relationship management, including its concepts, activities, roles and operation as well as its organizational structure and any interfaces with other processes
- Metrics and CSFs associated with business relationship management in support of SOA
- SOA Roles and Responsibilities
- The roles and responsibilities related to all of the SOA processes
Technology and Implementation Considerations
- Service management tools and where/how they would be used within SOA for process implementation
- The tools that support SOA
- What best practices should be used in order to alleviate challenges and risks when