Class Details

Price: $2,750

GSA Eligible 

5-Day Course Includes:

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  • Class exercises in addition to training instruction
  • Courseware books, notepads, pens, highlighters and other materials
  • Course retake option
  • Exam Voucher
  • Full breakfast with variety of bagels, fruits, yogurt, doughnuts and juice
  • Tea, coffee, and soda available throughout the day
  • Freshly baked cookies every afternoon - *only at participating locations

Course Outline


  • SOA Supports the Service Lifecycle
  • Overview of Strategy Management for IT Services and Design Coordination
  • Customer Perception
  • SOA Practices – Business Cases and ROI Relevancy

Managing Business Relationships

  • Scope, Objectives and Business Value
  • Policies, Principles, and Basic Concepts
  • Interfaces for Other Processes, Triggers, Inputs and Outputs
  • Information Management within Managing Business Relationships
  • CSFs and KPIs
  • Typical Encounters and Key Roles

Managing a Service Portfolio

  • Overview of a Service Portfolio
  • Common Objectives and Scope
  • Business Value Attained Through a Service Portfolio
  • Basic Principles and Process Interfaces
  • Outputs, Inputs and Triggers
  • Information Management
  • KPIs and CSFs
  • Challenges, Risks and Responsibilities

IT Services – Financial Management

  • Purpose and Business Value Added
  • Overview of the Basic Perceptions and Principles
  • Triggers and Process Interfaces
  • Managing Information within the Financial Management Process
  • KPIs and CSFs
  • Key Challenges and Roles

Managing Demand

  • Demand Management and the Service Lifecycle
  • Objectives and Scope of the Process
  • Demand Management Business Value
  • Basic Policies and Principles
  • Process Interfaces and Typical Inputs and Outputs
  • Managing Information within the Process
  • CSFs and KPIs
  • Key Threats and Responsibilities

Managing the Service Catalog

  • Service Catalog and the Service Lifecycle
  • Business Value and Scope
  • Policies, Triggers and Common Interfaces  
  • Information Management in the Service Catalog Process
  • CSFs and KPIs
  • Typical Risks and Challenges
  • Producing a Service Catalog
  • Common Responsibilities of Service Catalog Management

Managing the Service Level

  • Importance within the Service Lifecycle
  • Objectives, Scope and Value
  • Principles, Triggers and Processes
  • Managing Information through the Process
  • KPIs and CSFs
  • Typical Challenges and Roles in a Service Level Management Process
  • Contents of SLAs and OLAs

Supplier Management

  • Overview of Purpose, Scope, Principles and Value
  • Basic Triggers and Process Interfaces
  • Managing Information in the Process of Supplier Management
  • CSFs and KPIs
  • Risks, Challenges and Responsibilities of Supplier Management

Considering Technology and the Implementation Process

  • Service Management Technologies – Common Requirements
  • Criteria for Evaluating Tools and Technology
  • Procedures for Process Implementation and Practice
  • Challenges, CSFs, and Risks of Implementing Processes and Practices
  • Service Management Technologies – Planning and Implementation Phase

Class Exam

ITIL Certification Exam

You can use the ITIL Intermediate voucher for any ITIL Lifecycle or Capability exam.


  • Number of Questions: 8
  • Passing Score: 70% (28/40)
  • Duration: 90 minutes
  • Format: multiple choice, scenario-based and gradient scored
  • Delivery: Pearson VUE


  • Service Portfolio
  • Service Catalog Management
  • Service Level Management
  • Demand Management
  • Supplier Management
  • Financial Management for IT Services
  • Business Relationship Management
  • Roles and Responsibilities of Service Offerings and Agreements
  • Considerations for Technology and Implementation

Phoenix TS is an authorized testing center for Pearson VUE and Prometric exams. Register for exams by calling us at (240) 667-7757 or visit the Pearson VUE and Prometric websites. 

Register for Class

Date Location
04/06/20 - 04/10/20, 5 days, 8:30AM – 4:30PM Tysons Corner, VA Register
04/13/20 - 04/17/20, 5 days, 8:00AM – 5:00PM Columbia, MD Register
04/27/20 - 05/01/20, 5 days, 8:00AM – 5:00PM Online Register
07/06/20 - 07/10/20, 5 days, 8:00AM – 5:00PM Tysons Corner, VA Register
07/13/20 - 07/17/20, 5 days, 8:00AM – 5:00PM Columbia, MD Register
07/27/20 - 07/31/20, 5 days, 8:00AM – 5:00PM Online Register