The Knowledge Academy - Contact Form

Phone:	+44 1344 887460
Fax:	+44 1344 887649
Email:	info@theknowledgeacademy.com
Address:	Orchard Lea Drift Road Winkfield Windsor SL4 4RU United Kingdom

 

The Knowledge Academy Materials and Trainers

The Knowledge Academy ITIL® course materials and trainers are accredited by APM Group Ltd. ensuring that delegates receive a consistently high standard of training. The Knowledge Academy course materials are regularly assessed and maintained in line with stringent standards administered by APM Group Ltd. The Knowledge Academy trainers are regularly assessed by The Knowledge Academy and AMP Group Ltd. to ensure that their knowledge of Service Desk Management and ITIL® are strong enough to deliver training that helps delegates extract maximum benefit from attending our courses.

Pre Reading Material

It is a prerequisite that delegates hold the ITIL® Foundation Certificate in IT Service Management or the version 2 to version 3 bridge equivalent.

Please note that delegates are advised to purchase and read the following publications in advance of the course ITIL 2011 Service Design ISBN 9780113313051 and ITIL 2011 Service Strategy ISBN 9780113313044

It is also strongly recommended that candidates:

Can demonstrate familiarity with IT terminology and understand the context of Service Offerings and Agreements management in their own business environment

Have exposure working in a Service Management capacity within a service provider environment, with responsibility emphasizing at least one of the following Service Management processes: Service Portfolio Management, Service Catalogue Management, Service Level Management, Demand Management, Supplier Management and Financial Management

Complete the pre-course work which includes reading the Key Element Guide Service Strategy and Key Element Guide Service Design. If possible, reading the ITIL Service Lifecycle core publications—in particular, the Service Strategy and Service Design books—in advance of attending the training will help with overall understanding of the course.

It is recommended that Intermediate courses require approximately 1 hour of home study each evening.

APMG Intermediate examination

The course forms part of the ITIL® Intermediate qualification programme. Successful candidates will be awarded 4 credits towards the ITIL® Expert qualification.

The examination will consist of a complex multiple choice, closed book paper of 8 questions, to be answered within 90 minutes. (Candidates sitting the examination in English and who do not have English as their first language will be allowed 120 minutes to allow use of a dictionary.) The pass mark is 70% or more.

Course Structure

The course builds on the general principles covered as part of the ITIL® Foundation course. This enables an organisation to introduce Service Portfolio Management, Service Catalogue Management, Service Level Management, Demand Management, Supplier Management, Financial Management and Business Relationship Management as integral parts of its overall business-focussed Services Framework.

Course Content

Candidates can expect to gain knowledge and understanding in the following:

Introduction and Overview
Service Management as a practice
How it delivers value to customers and the business
The underpinning processes and functions that support the Service Lifecycle
Which stages of the Service Lifecycle contribute to SOA and how they all interact

Service Portfolio Management
Service Portfolio Management inclusive of its design strategy, components, methods, activities, roles and operation including 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
The benefits and business value from Service Portfolio Management

Service Catalogue Management
Service Catalogue Management inclusive of its design strategy, components, activities, roles and operation including 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 quality service within SOA
Metrics and Critical Success Factors (CSFs) associated with Service Catalogue Management in support of SOA

Service Level Management (SLM)
Service Level Management (SLM) inclusive of design strategy, components, activities, roles and operation including its organizational structure as well as any interfaces with other processes
SLM components and activities including Service Level Agreements (SLAs) structures, Service Level Requirements (SLRs), Operational Level Agreements (OLAs), Critical Success Factors (CSFs), Underpinning Contracts (UCs) their metrics, performance and monitoring
How these components are used to ensure quality service within SOA
The benefits and business value of SLM

Demand Management
Demand Management process inclusive of design strategy, components, activities, roles and operation including its organizational structure as well as any interfaces with other processes
Demand especially as it relates to business activity patterns 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

Supplier Management
Supplier Management process inclusive of design strategy, components, activities, roles and operation including its organizational structure as well as any interfaces with other processes
Supplier Management components and activities (e.g. Supplier Categorization, Supplier Evaluation, Supplier and Contract Database, metrics, etc.) and how these are used to ensure quality service within SOA
The benefits and business value that can be gained from Supplier Management as related to SOA Financial Management
Financial Management inclusive of design strategy, components, activities, roles and operation including its organizational structure as well as any interfaces with other processes
Financial Management components and activities including funding, accounting, chargeback, Return on Investment and how these are used to ensure quality service within SOA
The benefits and business value that can be gained from Financial Management

Roles and Responsibilities
Business Relationship Manager roles and responsibilities and how they support SOA
Business Relationship Manager activities and how these are used to ensure quality service within SOA
The roles and responsibilities related to Service Catalogue Manager, Service Level Manager and the Supplier Manager and how they fit within the Service Design organization to support SOA

Technology and Implementation Considerations
Service Management tools and where/how they would be used within SOA for process implementation
The tools that support SOA
Challenges and Risks when implementing SOA practices and processes