ITIL® Service Offerings & Agreements (SOA) eLearning - $699.00

  • Accredited by PeopleCert

  • Credits awarded: 4

  • 30 hours of course material

  • FREE exam voucher

  • Practice exams

  • Instant 6 months access

ITIL® Service Offerings & Agreements (SOA)

Course Overview -  Watch a Video

Study for a qualification in ITIL Service Offerings & Agreements (SOA) by taking an accredited online training course from Good e-Learning!

This course will provide you with a good understanding of Service Offerings and Agreements principles, its processes and other aspects within the capability stream.

The course is designed to help you to prepare to take and pass the exam leading to the ITIL Intermediate Certificate in Service Offerings & Agreements. Success in the exam will also earn you 4 credits towards the 22 credits needed to gain the ITIL Expert qualification.

Our course has been accredited by PeopleCert, who are licensed by AXELOS as an Examination Institute for an ITIL Service Offerings & Agreements qualification in IT Service Management.

Why you should take this course:

Service Offerings and Agreements (SOA) focuses on the practical application of SOA practices in order to enable service portfolio, service catalogue, service level, demand, supplier and business relationship management and financial management for IT services.

ITIL 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.

This course is intended for management and supervisory level staff. You may be involved in Service Offerings & Agreements yourself, or you may just wish to understand the processes and principles involved, as they affect the work that you do.

Students who complete this course will have learnt:

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

  • Service Catalogue Management - Providing vital information for all other Service Management processes: Service details, current status and the services' inter dependencies

  • Service Level Management - Ensuring SLA’s are negotiated with customers and service design in accordance with agreed targets. Also responsible for ensuring OLA’s and contracts are appropriate, and to monitor and report on service levels

  • Demand Management - Ensuring that the service provider has sufficient capacity to meet the required 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 - Ensuring management of the service provider's budgeting, accounting and charging requirements

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

Key features of this course:

  • Accredited by PeopleCert

  • Credits awarded: 4

  • 30 hours of course material

  • 1x FREE exam voucher on request

  • Instant 6 months access

  • Quizzes and revision modules

  • Increase your earning potential by up to 20%

  • Average first time pass rate of 91%

 

Course Syllabus - Download the Datasheet

  • Module 1: Introduction to Service Offerings & Agreements

    • 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

    • 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

    • 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

    • 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

    • 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

    • 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

    • 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

    • 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

    • 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

    • 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

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

 

Exams / Assessments

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.

The examination will consist of a complex multiple choice, scenario-based closed book paper of 8 questions, to be answered within 90 minutes. To pass the exam you must get 28 out of 40 questions correct, or 70% and If successful, delegates will gain 4 credits towards ITIL Expert level. Candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary.

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

  • Exam Preparation

Before you book you can test that your computer configuration will meet the requirements for a PeopleCert exam, using this online test.

This test focuses on the suitability of your webcam, microphone and internet connection. Please Visit the PeopleCert website for a complete list of information and guidance.

 

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