ITIL® Service Offerings & Agreements (SOA)

ITIL® Service Offerings & Agreements (SOA)

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  • Experienced & accredited trainers

  • Comprehensive & Accredited training material

  • Training & examination in 5 days

  • Practice questions include

  • Excellent first attempt pass ratio

  • Free lifetime course revision – What’s this?

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Overview

Introduction

The ITIL® Intermediate Qualification: Service Offerings and Agreements (SOA) Certificate is a freestanding 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. The ITIL® Certificate in SOA is intended to enable the holders of the certificate to apply SOA practices service management lifecycle and specifically in the key ITIL® process, role and function areas including service portfolio management, service catalogue management, service level management, demand management, supplier management, financial management for IT services and business relationship management. The content is covered in a practical, hands-on learning environment through the use of our quality course material and engaging scenario-based case studies.

Learning Objectives

Candidates should expect to gain competencies in the following areas after successful completion of the training course:

  • Overview of SOA processes and basic principles
  • The value to the business of SOA activities
  • How the SOA processes rely on a good business case
  • How the SOA processes rely on a good understanding of return on investment (ROI)
  • ITIL® processes across the service lifecycle pertaining to the service offerings and agreements curriculum.
  • SOA roles and responsibilities
  • Technology and implementation considerations
  • Challenges, critical success factors and risks

Recommended Participants

Following participants are recommended to attend this training:

  • IT professionals
  • Business & process owners
  • Individuals who require a deep understanding of the ITIL® Certificate in the SOA
  • IT professionals working for adoption of ITIL® for ongoing service improvement
  • Operational staff involved in service portfolio, and service level management
  • Individuals seeking the ITIL® Expert or Master Certificate

Course Format

The course uses a stimulating mix of instructions, workshops, quizzes, discussions and a practice-exam.

Materials Provided

  • Course reference manual containing printed copies of presentation, notes and exercises
  • Practice examination papers
  • Course certificate
  • ITIL® SOA Certificate on passing the examination
Content
  • Introduction to service offerings and agreements (SOA)
    • Review of concepts
    • Common definitions
    • The value to the business of SOA activities
    • The lifecycle within the SOA 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
    • Concepts
    • Methods and activities
    • Roles and organizational structure
    • Interfaces with other processes
    • Service portfolio management in relationship to the service catalogue and service pipeline
    • Roles and responsibilities
    • Metrics and Critical success factors (CSFs)
  • Service catalogue management
    • Concepts
    • Activities, roles and organizational structure
    • Interfaces with other processes
    • Service catalogue in relationship to the service portfolio,
    • Business and technical service catalogue
    • Metrics and CSFs
  • Service level management
    • Concepts
    • Activities, roles and organizational structure
    • Interfaces with other processes
    • Service level agreements (SLAs) structures
    • Service level requirements (SLRs)
    • Operational level agreements (OLAs)
    • Underpinning contracts (UCs),
    • Roles and responsibilities
    • Metrics and CSFs
  • Demand management
    • Concepts
    • Activities, roles organizational structure
    • Interfaces with other processes
    • Patterns of business activity
    • Service portfolio interaction with demand management and how demand can be managed for service in relation to providing business benefits
    • Roles and responsibilities
    • Metrics and CSFs
  • Supplier management
    • Concepts
    • Activities, roles organizational structure
    • Interfaces with other processes
    • Supplier categorization
    • Supplier evaluation
    • Supplier and contract database
    • Roles and responsibilities
    • Metrics and CSFs
  • Financial Management for IT services
    • Concepts
    • Activities, roles and organizational structure
    • Interfaces with other processes
    • Budgeting, accounting and charging
    • Roles and responsibilities
    • Metrics and CSFs
  • Business relationship management
    • Concepts
    • Activities, roles and organizational structure
    • Interfaces with other processes
    • Roles and responsibilities
    • Metrics and CSFs
  • Technology and Implementation Considerations
    • Service management tools
    • How tools can be used within SOA for process implementation
    • The tools that support SOA
    • Implementation best practices to alleviate challenges and risks
    • Service Management technologies
Exam

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 required:

  • Earlier ITIL® (V2) Foundation plus Foundation Bridge

Before attending training for the certification it is also strongly recommended that candidates read the ITIL® Service Lifecycle core publications and, in particular, the ITIL® Service Operations publication.

Eligibility for Examination

To be eligible for the examination leading to this certification, the candidate must fulfill the following requirements:

  • Undertake at least 30 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme
  • 2 to 4 years professional experience working in IT service management is highly desirable
  • Hold the ITIL® Foundation Certificate in IT Service Management (or other appropriate earlier ITIL® and bridge qualifications as mentioned above)
  • It is also recommended that candidates should complete a minimum of 12 hours of personal study by reviewing the syllabus and the pertinent areas within the ITIL® Service Operations core guidance in preparation for the examination, specifically Chapter 2: Service management as a practice.

Practice Exam

Two practice examinations are part of this course. The practice exams aim to help participants in passing the certification exam.

Certification Examination

A 90-minute exam is scheduled on the last day of the course, consisting of eight (8) multiple choice, scenario-based, gradient scored questions. Candidates will be also be given a sample exam to prepare themselves. Candidates must achieve 70% marks (28 out of 40) to receive their certificate.

ITIL® Credits Assigned

After passing the examination, candidates will earn four (4) credits within the ITIL® Certification Scheme.

Related Courses
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