Service Offerings and Analysis (SO and A)

One of the four Service Capability programs that SO A syllabus outlines the learning equirements.

The course is available only to those who hold the v3 ITIL Foundation certificate or the v3 Foundation Bridge (available to those who hold an early version of ITIL Foundation).

SO and A focuses on process areas related to communication and negotiation. Specifically, the Service Catalog Management, Serive Portfolio Management, Service Level Management, Demand and Supplier Management. Also included in this course is Financial Management and Business Relationship Management.

It is obviously a course for those involved in stratgic planning of IT Services, as well as management of relationships between customers and suppliers.

NEW Service Capability Programs

The APM Group have released details for the Service Capability programs covering the ITIL version 3 framework.

The program names have changed since the Service Capability level of course was announced earlier this year. The concept of service capability remains unchanged as the courses will be pitched at an intermediate level of service management professional looking to bolster their skills in a particular set of processes.

PP&O = Planning, Protection and Optimization
For those looking to enhance skills and understanding in Capacity, Availability, Continuity, Security, Demand and Risk management.

SO&A = Service Offerings and Agreements
For the more strategically focussed, covering Service Portfolio, Service Level Management, Service Catalogue Mangement, Demand, Supplier and Financial Management.

OS&A = Operational Support and Analysis
Perhaps to be the most popular as it deals with day-to-day issues of Event Management, Incident, Request, Problem, Access Management. Then the functions of Service Desk, Technical, IT Operations and Application management.

RC&V = Release, Control & Validation
Change, Release and Deployment management, Validation and Testing, Asset and Configuration, Knowledge Management, Request fulfilment and Service Evaluation management.

To attend any of the programs you MUST have passed the ITIL Foundation exam.

The exam questions are looking as if they will be radically different from anything we have ever seen before.

9 Multiple Choice questions.. 6 out 9 will be a pass, 7 will be a distinction.
However, there is still questions over the scoring as original reports show that selecting the MOST correct answer from the 4 choices per question will earn you 5 marks, next best answer 3 marks, next - 1 mark and 0 for the incorrect answer.

But if marks are used in that way how can the pass be set at 6 out of 9. Surely it needs to be a number of marks that have to be reached.

Each question will be a lengthy scenario - with 4 quite involved options. Time allowed: 90 minutes.

Things are hotting up in the industry... it's getting exciting!