Award-Winning Business & IT Certifications - Request a quote: +44(0)203 824 2817 | Contact us

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

Take the next step in your ITIL training with the ITIL Service Offerings & Agreements (SOA) course from Good e-Learning! Learn how SOA practices enable key IT services, including the management of service portfolios, finance and demand. We even offer 24/7 tutor support, as well as FREE exam vouchers

LIMITED TIME ONLY! SAVE 25% WITH CODE: SAVE25

Exam pledge - FREE resit! View Ts & Cs

ITIL® Service Offerings & Agreements (SOA) Review
ITIL® Service Offerings & Agreements (SOA) Review
ITIL® Service Offerings & Agreements (SOA) Review
ITIL® Service Offerings & Agreements (SOA) Review
ITIL® Service Offerings & Agreements (SOA) Review
Trustpilot Logo

Key Features

  • Fully accredited training course

  • Credits awarded: 4

  • Verified 'ITIL Leader' 2019

  • FREE exam voucher

  • Eligible for Exam Pledge (FREE resit)

  • 91% average first-time pass rate

  • 6 months access

  • 25+ hours of course material

  • Quizzes & revision modules

  • Increase your earning potential by 20%

  • Expert tutor support

Course Overview - Try a Free Module

ITIL® Service Offerings & Agreements (SOA)

This course will provide you with a solid understanding of the ITIL SOA module’s principles and processes, as well as other aspects within the capability stream.

This course offers everything you need to prepare for, take and pass the ITIL Service Offerings and Agreements exam, including a FREE exam voucher. Success in the exam will also earn you 4 credits towards the 22 credits needed to gain the ITIL Expert qualification.

Why take this course?

The ITIL Service Offerings and Agreements (SOA) module focuses on the application of SOA practices in enabling IT services, including the management of service portfolios, service catalogs, different service levels, demand and finance, as well as the relationships between businesses and suppliers.

The module offers a collection of relevant practices from ITIL’s core guidance, all related to the creation and management of service offerings, as well as the agreements required to support them.

This course is intended for management and supervisory level staff. You may be involved in work related to the Service Offerings & Agreements syllabus, or you may just wish to understand the processes and principles involved.

This course is fully accredited by PeopleCert and licensed by AXELOS as an official examination institute for an ITIL Service Offerings & Agreements qualification in IT Service Management.

Students who take this course will learn:

  • 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 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. They will also be able to make sure that Operational Level Agreements (OLAs) and contracts are appropriate, while also monitoring and reporting 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. This includes identifying the needs of existing and potential customers and ensuring that appropriate services are developed to meet those needs

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

Mark Smalley

Mark Smalley - IT Management Consultant, Contributor to the ITIL 4 Framework, Good e-Learning Ambassador

Also known as The IT Paradigmologist, Mark thinks, writes and speaks extensively about IT 'paradigms'. Mark is an IT Management Consultant and Global Ambassador at the ASL BiSL Foundation. He has spoken at hundreds of events in more than twenty countries around the world.

  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  

 

Course Syllabus - Download the Datasheet

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.

 

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.

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.

What you need to know about the 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

Related Courses & Information

ITIL® Service Offerings & Agreements (SOA)

LIMITED TIME ONLY! SAVE 25% WITH CODE: SAVE25

Buying for a Team?

We offer team discounts, FREE LMS access, weekly reports & 24/7 support!

GET A FREE QUOTE!

Interested in reselling our courses?

Learn more about joining our growing worldwide network of partners!  

 

Get a FREE Quote!

Looking for a team or site-license? Classroom or blended training? Complete the short form below and a member of our team will be in touch!

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 Foundation and/or Practitioner course eligible for Exam Pledge. Should you fail your first exam, Good e-Learning will provide you with a FREE resit voucher at no additional cost!

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. Courses from ILX are not eligible. We reserve our right to review and change these terms and conditions at any time.

OUR BIGGEST EVER SALE! 25% OFF WITH OFFER CODE: SAVE25