ITIL® Service Offerings & Agreements (SOA) eLearning - $599 (with exam)

https://www.goodelearning.com/courses/it-service-management/itil-service-offerings-agreements

 Hurry! Save 20% with code: BLACKFRIDAY-20

 FREE exam voucher & resit!

Course Conductor verified 'ITIL Leader'

Key Features:

  • Fully accredited:

  • Exam voucher included:

  • Free resit (T&Cs apply):

  • Course duration: 25+ hours

  • Access period: 6 months

  • Credits awarded: 4

  • Tutor support:

  • Quizzes & practice exams:

  • Mobile compatible:

ITIL® Service Offerings & Agreements (SOA)
TrustPilot Logo
  Student Review

  Wasn't sure if I should do in-class or self paced. The ITIL training from Good e-Learning was well organized and the quizzes were a great recap. I passed the exam!  

About this course:

Earn your ITIL Service Offerings & Agreements (SOA) certification with the award-winning online training team at Good e-Learning!

The ITIL SOA module offers a number of best practices to enable service level, service catalog, supplier, demand, financial, and portfolio management. It demonstrates how the ITIL Lifecycle can create tangible value, as well as how ITIL practitioners can develop services that fully support the needs of users. Kickstart your ITIL V3 training and take the next step in becoming a fully certified ITIL Expert today!

Who is this course aimed at?

  • ITIL learners who have passed the ITIL V3 Foundation exam

  • Organizations seeking to fully adopt ITIL V3’s best practices

  • Anyone looking for a practical understanding of how SOA practices enable IT services, such as the management of service portfolios, service catalogs, service levels, demand and finance, and the relationships between businesses and suppliers

  • Learners looking to pass the ITIL Service Offerings & Agreements (SOA) exam on their first attempt

What will you learn by taking this course?

  • Service Portfolio Management - Ensuring that the service provider has the right mix of services to meet required business outcomes for an appropriate level of investment

  • Service Catalogue Management - Providing vital information on all other ITSM processes, including the status and details of services, as well as their interdependencies

  • Service Level Management - Ensuring Service Level Agreements (SLAs) are negotiated in accordance with agreed targets regarding customers and service design. This skill also ensures that Operational Level Agreements (OLAs) and contracts are sufficient, and that service levels are appropriately monitored and reported on

  • Demand Management - Ensuring that the service provider has sufficient capacity to meet user demand

  • Supplier Management - Ensuring that all contracts with suppliers support the needs of the business and that all suppliers meet their contractual commitments

  • Financial Management for IT Services - Enabling the correct management of the service provider's budgeting, accounting, and charging requirements

  • Business Relationship Management - Ensuring a positive relationship with customers. This includes identifying the needs of existing and potential customers and ensuring that appropriate services are developed to meet their needs

  • Everything needed to pass the official ITIL Service Offerings & Agreements (SOA) exam

Why should you take this course?

  • ITIL is one of the world’s most popular and successful frameworks for IT service management

  • Good e-Learning is an award-winning training provider as well as an accredited ‘Market Leader’ for ITIL training

  • The course features interactive slides, custom graphics, and instructor-led videos, along with other online training assets created with help from highly experienced ITIL practitioners

  • The course features regular knowledge checks, expert tutor support, as well as a practice exam simulator

  • Passing the ITIL Service Offerings & Agreements (SOA) exam is worth four ITIL credits, which can be used to qualify for the ITIL MALC exam

  • We offer each student 6 months of access, a FREE exam voucher, as well as a FREE resit with Exam Pledge (T&Cs apply)

  • This course is fully accredited by PeopleCert on behalf of AXELOS

Module 1: Introduction to Service Offerings & Agreements

Learning Objectives

This module looks at the basic concepts and principles relating to Capacity Management and the activities for the process and the triggers, inputs and outputs of the process.

It also provides you with an understanding of the purpose and objectives, scope and value to business of both the strategy management for IT services process and the design coordination process.

SOA is a collection of relevant practices from the core guidance that are related to the creation and management of service offerings and the agreements required to support them. The relevant introduction to SOA includes an overview only, of two other processes: strategy management for IT services and coordination.

The candidate must be able to understand and describe:

The context in the service lifecycle of the SOA processes from the service strategy stage (service portfolio management, demand management, financial management for IT services and business relationship management)

Module 2: Service Portfolio Management

Learning Objectives

This module provides a complete overview of the objectives, scope and importance of service portfolio management as a process to generate business value.

Service portfolio management policies, principles, concepts, activities, methods and techniques are explained in relationship to SOA practices.

Efficient use of service portfolio management metrics are reviewed in this module.

The candidate must be able to understand and describe:

Introduction to the service portfolio and its relationship to the service pipeline and service catalogue
The purpose and objectives of service portfolio management
The scope of service portfolio management
The value to the business of service portfolio management
Policies, principles and basic concepts

Module 3: Service Catalogue Management

Learning Objectives

This module covers the purpose, objectives and scope of service catalogue management and its importance as a process to generate business value.

It also covers the main activities, methods and techniques that enable service catalogue management and how they relate to service offerings and agreements.

The candidate must be able to understand and describe:

The importance of the service catalogue to the service lifecycle and its interface to the service portfolio
The purpose and objectives of service catalogue management
The scope of service catalogue management
The value to the business of service catalogue management
Policies, principles and basic concepts

Module 4: Service Level Management

Learning Objectives

This module covers the service level management (SLM) process and how it contributes to SOA.

It provides a complete overview of the objectives, scope and the importance of SLM as a process to generate business value. IT SLM policies, principles, concepts, activities, methods and techniques are explained in relation to SOA practices, including SLA structures and determining service level requirements.

To achieve the learning outcomes and meet the examination level of difficulty, the candidates must be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze:

The importance of SLM to the service lifecycle
The purpose and objectives of SLM
The scope of SLM
The value to the business of SLM
Policies, principles and basic concepts

Module 5: Demand Management

Learning Objectives

The module covers the purpose, objectives and scope of demand management and its importance as a process to generate business value.

It also covers information management, the main activities, methods and techniques that enable demand management and how they relate to service offerings and agreements.

The candidate must be able to understand and describe:

The importance of demand management to managing services throughout the service lifecycle
The purpose and objectives of demand management
The scope of demand management
The value to the business of demand management
Policies, principles and basic concepts

Module 6: Supplier Management

Learning Objectives

This module provides a complete overview of the objectives, scope and importance of supplier management as a process to generate business value. Supplier management policies, principles, concepts, activities, methods and techniques are explained in relationship to SOA practices.

It looks at supplier management policies, principles, concepts, activities, methods and techniques in relation to SOA practices as well as at how these relate to the service lifecycle. It covers the evaluation of new suppliers, the use of supplier categorization and maintenance of the supplier and contract database. Efficient use of supplier related measures and metrics are also reviewed.

The candidate must be able to understand and describe:

The purpose and objectives of supplier management
The scope of supplier management
The value to the business of supplier management
The principles and basic concepts

Module 7: Financial Management

Learning Objectives

This module provides a complete overview of the objectives, scope and importance of financial management as a process to generate business value. Financial management policies, principles, concepts such as accounting, budgeting and charging, activities, methods and techniques are explained in relationship to SOA practices.

To achieve the learning outcomes and meet the examination level of difficulty, the candidates must be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze:

The importance of the process to the service lifecycle
The purpose and objectives of financial management for IT Services
The scope of financial management for IT services
The value to the business of financial management for IT Services
Policies, principles and basic concepts

Module 8: Business Relationship Management

Learning Objectives

It provides a complete overview of the objectives, scope and importance of business relationship management as a process to generate business value.

Business relationship management policies, principles, concepts, activities, methods and techniques are explained in relationship to SOA practices.

Efficient use of business relationship management metrics are reviewed in this module.

The candidate must be able to understand and describe:

The purpose and objectives of BRM
The scope of BRM
The value to the business of BRM
Policies, principles and basic concepts

Module 9: SOA Roles and Responsibilities

Learning Objectives

This module looks at the key roles and responsibilities for the SOA processes of service portfolio management, service catalogue management and service level management, demand management, supplier management, financial management for IT services and business relationship management.

The candidate must be able to understand and describe:

Key roles and responsibilities of service portfolio management
Key roles and responsibilities of service catalogue management
Key roles and responsibilities of SLM
Key roles and responsibilities of demand management
Key roles and responsibilities of supplier management
Key roles and responsibilities of financial management for IT services
Key roles and responsibilities of BRM

Module 10: Technology and Implementation Considerations

Learning Objectives

The module covers SOA technology and implementation considerations.

It also provides an overview of all three lifecycle stages (service design, service operation and service transition) which are used to explore the challenges, Critical success factors and risks related to implementing practices and processes.

Service design is specifically used to identify good practices and evaluation criteria for technology and tools related to process implementation. Service operation provides the specifics on planning and implementing service management technology support as well as a guide to generic requirements for technology.

All three lifecycle stages (namely service design, service operation and service transition) are used to explore the challenges, Critical success factors and risks related to implementing practices and processes.

The candidate must be able to understand and describe:

The evaluation criteria for technology and tooling for process implementation
The challenges, critical success factors and risks related to implementing practices and processes
How to plan and implement service management technologies

Module 11: Exam Preparation

Learning Objectives

This module prepares you for the ITIL Service Offerings and Agreements examination.

In order to achieve this ITIL Intermediate qualification, you must pass the ITIL® Service Offerings & Agreements Certificate in IT Service Management exam.

You can take the exam online (virtually) using a service provided by PeopleCert.

This course comes with a FREE exam voucher and is eligible for exam pledge (a free resit on us!) - That's how confident we are that you'll pass first time!

Before booking your exam, it will be a good idea to make sure that your device meets the technical requirements. You can do so via this online test. This test will examine the suitability of your webcam, microphone and internet connection. Please visit the PeopleCert website for more information and guidance.

When you are ready to use your free exam voucher, simply contact support@goodelearning.com. Exam voucher requests are typically processed within 2 working days but please allow up to 5. Students must request their exam voucher within the course access period which starts from the date of purchase. For more information, please visit our Support & FAQs page.

ITIL v3 Intermediate SOA exam:

  • It is a complex multiple-choice exam with 8 scenario-based questions

  • There is a time limit of 90 minutes to complete the exam

  • The exam is closed book, with only the provided materials being permitted for use

  • The pass mark for the exam is 70%: you must get 28 out of 40 questions correct

  • Successfully passing the exam will earn delegates 4 credits towards ITIL Expert level

  • In countries where English is a second language, the time allocated for the exam is extended to 120 minutes

You will be tested on:

  • Introduction to Service Offerings & Agreements

  • Service Portfolio Management

  • Service Catalogue Management

  • Service Level Management

  • Demand Management

  • Supplier Management

  • Financial Management

  • Business Relationship Management

  • SOA roles and responsibilities

  • Technology and Implementation Considerations

What is ITSM?

ITSM stands for 'IT Service Management': using policies, procedures, and best practices to optimize IT services for clients and employees.

How much is an ITIL certification worth?

According to Payscale, certified ITIL practitioners can earn between $51,000 and over $259,000 (or £18,000 and over £118,000), depending on their experience, role, and certification level.

How does ITIL work?

ITIL provides users with a set of best practices for creating optimized IT services. It establishes cultures of continuous improvement, ensuring that users can enjoy long term benefits with IT services continually aligned with business goals and strategies.

It also aims for resource optimization and looks to continually improve essential processes.

How can ITIL benefit businesses?

ITIL 4 is a modernized framework that fully-equips users to optimize their IT practices. It creates cultures of continuous improvement, enabling organizations to deliver top-quality IT products and services whilst also continually reviewing their own processes.

ITIL 4 is also highly adaptable, not only making it future-proof but also allowing users to combine it with other popular methodologies such as DevOps.

What's new with ITIL 4?

There were three major changes with the release of ITIL 4. Firstly, it is more industry and community-driven, with ITIL practitioners helping to update the framework. Next, it can be easily integrated with other popular frameworks, such as DevOps, Agile, and Lean. Finally, ITIL 4 has an all-new certification path.

What is AXELOS?

AXELOS is a joint venture company behind a variety of highly popular best practice frameworks, including ITIL 4, PRINCE2, MSP, and AgileSHIFT.

What other frameworks can complement ITIL?

ITIL 4 can be integrated with several other frameworks, including Agile, DevOps, and Lean. Some practitioners even use it alongside PRINCE2.

Save 20% with code: BLACKFRIDAY-20

 FULLY ACCREDITED

Key Features:

  • Fully accredited:

  • Exam voucher included:

  • Free resit (T&Cs apply):

  • Course duration: 25+ hours

  • Access period: 6 months

  • Credits awarded: 4

  • Tutor support:

  • Quizzes & practice exams:

  • Mobile compatible:

ITIL® Service Offerings & Agreements (SOA) Logo Course Conductor Winner
TRY A FREE TRIAL

Mark Smalley - Course Advisor

Leading IT Management Consultant, Author & Contributor to the ITIL 4 Framework

  Many individuals and corporate organizations around the world use Good e-Learning to remain relevant in today's changing world. Their ITIL courses are attractively presented and easy to follow giving students the best possible chance at succeeding in the examination  

This ITIL v3 course has a 93% 1st time pass rate and can increase your earning potential by up to 35%!  TRY A FREE TRIAL

IT Service Management Training for your Team or Organization

Supercharge your organization's learning and development with an award-winning training provider. Contact us today for a FREE quote!

Award-winning courses

Feel confident that your students are recieving the best training possible from a multi award-winning education supplier

Cost effective training

Train thousands of staff members across multiple locations for a fraction of the cost of traditional classroom training

Blended learning

Want to combine online with traditional classroom training? Our experts can build a training program to fit your needs

Trusted by Over 150 Corporate Clients Globally

Good e-Learning partner with hundreds of organizations to upskill and certify their employees as well as supplying managers with highly relevant data on training programs, allowing them to make the most of their investments. Get a FREE no obligation quote today and see for yourself.

Featured Clients
Our Accreditations

Exam Pledge from Good e-Learning

At Good e-Learning, we're dedicated to ensuring success. That's why we offer Exam Pledge which entitles students to a free exam retake on any eligible course (see full list).

What is the format of my exam resit?

Resits are taken online via remote proctor. For more information about online exams, please visit our Support and FAQ pages.

How do I get my free 2nd exam voucher?

As long as you have purchased a Good e-Learning course that is eligible for Exam Pledge and adhere to the conditions listed below, you will be able to request a free resit. If you fail your first exam, simply contact our support team to claim your retake voucher.

Exam pledge conditions

As long as you have completed the course in full and have scored at least 80% on the exam simulator, you will be eligible for Exam Pledge. Proof of date for the first exam failure must be provided and the resit must be booked within 3 months of the failed first exam. Exam Pledge is only available for courses purchased on or after 01/10/2019 and cannot be used for anyone sitting an exam for the third time. The course must be purchased directly through www.goodelearning.com and must have a valid order number. Please see full terms here.