ITIL® Service Offerings & Agreements
Kuningan, Jakarta Selatan | 08 – 12 April 2019 | IDR 22.000.000
Kuningan, Jakarta Selatan | 24 – 28 June 2019 | IDR 22.000.000
Kuningan, Jakarta Selatan | 26 – 30 August 2019 | IDR 22.000.000
Kuningan, Jakarta Selatan | 21 – 25 October 2019 | IDR 22.000.000
Kuningan, Jakarta Selatan | 16 – 20 December 2019 | IDR 22.000.000
Program Description:
The ITIL® Intermediate Qualification: Service Offerings and Agreements (SOA) certificate is a free-standing qualification but 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 (ITSM). The purpose of this training module, associate exam, and certificate is respectively to impart, test, and validate the knowledge on industry practices in IT Service Management as documented in the ITIL Service Offerings and Agreements publication.
Program Objectives:
At the end of the program, the participants will be able to:
- Understand processes across the Service Lifecycle pertaining to the practice elements within planning, protection, and optimization
- Apply Capacity Management as a capability to realize successful Service Design
- Apply Availability Management as a capability to realize successful Service Design
- Apply IT Service Continuity Management as a capability to support overall Business Continuity Management
- Apply Information Security Management as part of the overall corporate governance framework
- Define and apply demand management
- Define planning, protection, and optimization roles and responsibilities
- Understand technology and implementation considerations
- Define organizational roles relevant to PPO
- Define and identify challenges, critical success factors, and risks for planning, protection, and optimization
ITIL Service Offerings & Agreements Program Modules:
Module 1 : Introduction
- Course objectives,
- Context service design
- Service design, purpose, and objectives
- Service design scope, value to the business
- Service design basics
- The role of design coordination
- The ITIL certification scheme
Module 2 : Capacity Management
- Introduction, purpose, and objectives
- Scope, value to the business
- Planning
- The three sub-processes
- Proactive and reactive activities
- Design related activities
- Ongoing interactive activities
- Monitoring and analysis
- Tuning
- Implementation
- Demand management in capacity management
- Modeling and trending
- Application sizing
- Triggers, inputs, outputs, interfaces
- Information management
- CSF’s and KPI’s
- Challenges and risks
Module 3 : Availability Management
- Introduction, purpose, and objectives
- Scope, value to the business
- Two interconnected levels
- Availability aspects
- Process activities, methods, techniques
- Reactive activities
- Monitor and measure, analyze and report
- Proactive activities
- Designing for availability, analysis techniques
- Planned and preventative maintenance
- Availability testing and service outage
- Continual review
- Triggers, inputs, outputs, interfaces
- Information management
- CSF’s and KPI’s
- Challenges and risks
Module 4 : IT Service Continuity Management
- Introduction, purpose, and objectives
- Scope, value to the business
- Policies and principles
- Stage 1 – Initiation
- Stage 2 – Requirements and strategy
- Stage 3 – Implementation
- Stage 4 – Ongoing operation
- Invocation, triggers, inputs, outputs
- Information management
- CSF’s and KPI’s
- Challenges and risks
Module 5 : Information Security Management
- Introduction, purpose, and objectives
- Scope, value to the business
- Policies, principles, and basic concepts
- The information security policy
- Security management framework
- Control, plan, implement, evaluate, maintain
- Security controls
- Triggers, inputs, outputs, interfaces
- Information management
- CSF’s and KPI’s
- Challenges and risks
Module 6 : Demand Management
- Introduction, purpose, and objectives
- Scope, demand versus capacity
- Value to the business, supply, and demand
- Gearing service assets
- Policies, principles, and basic concepts
- Demand management through the lifecycle
- Activities
- Triggers, inputs, outputs, interfaces
- Information management
- CSF’s and KPI’s
- Challenges and risks
Module 7 : Roles and Responsibilities
- Roles in ITIL
- Generic service owner role
- Generic service manager role
- Generic process practitioner role
- Availability process manager
- Capacity process manager
- IT service continuity process manager
- Information security manager
- Demand management process owner
- Demand management process manager
Module 8 : Challenges, Critical Success Factors, and Risks
- Generic requirements
- Evaluation criteria
- Best practices
- Challenges, CSF’s, and risks
- Planning and implementation of service management technologies
- Considerations for implementing technologies
Target Audience:
IT Managers, Operational staffs, and anyone who require a deeper knowledge of or involved in the Service Offerings & Agreements cluster of processes and functions.
Duration:
This program is 5 days of intensive training class.
Requirement:
An ITIL® Foundation certificate is required and preferably two years of work experience in an IT Service Management environment.
Assessment:
At the end of the program, the participants will be assessed with 90 minutes of ITIL® Planning, Protection, and Optimization Exam.
Award:
ITIL® Planning, Protection, and Optimization Certification will be awarded upon successfully passing the exam from APMG International (ITIL Accredited Examination Institute – UK)
- 08 – 12 April 2019
- 24 – 28 June 2019
- 26 – 30 August 2019
- 21 – 25 October 2019
- 16 – 20 December 2019
VENUE AND TIME
Time : 09.00AM – 05.00PM
Venue : AXA Tower Kuningan City, Jakarta Selatan