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ITIL® Service Offerings and Agreements (SOA)

Course Code

MQ849

Duration

5 Days

In order to take the ITIL® Service Offerings and Agreements course, candidates must:
  • Have passed the ITIL® Foundation certification exam
  • In order to take the ITIL® Service Offerings and Agreements exam, candidates must complete the ITIL® Service Offerings and Agreements course and present a Certificate of Completion
  • A basic IT literacy and around 2 years IT experience are highly desirable
  • It is also recommended that candidates should complete at least 30 hours of personal study by reviewing the syllabus and the ITIL Service Offerings and Agreements publication in preparation for the examination, paying particular attention to the Service Offerings and Agreements-specific terminology cited in the syllabus and defined in the Official ITIL Acronyms and the Official ITIL Glossary, noting new terms and questions to raise in class
This 5-day (30 contact hours) course provides learners with the knowledge of management level concepts and core information of the activities and techniques within Service Offerings and Agreements. To achieve the ITIL® Service Offerings and Agreements certificate in IT service management you must complete all units and successfully pass the corresponding examination.
This course is intended for individuals who require a detailed understanding of the ITIL® Service Offerings and Agreements aspects of the ITIL® Core Lifecycle and how it may be implemented to enhance the quality of IT service provisioning within their organization, as well as IT professionals working within or about to enter a Service Offerings and Agreements environment and requiring an understanding of the concepts, processes, functions and activities involved.

This course is also intended for individuals seeking the ITIL® Expert in IT Service Management qualification, or the ITIL® Expert in IT Service Management qualification.

After completing this course, learners will be able to gain knowledge and understanding of:
  • 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)
  • Processes across the service lifecycle pertaining to the service offerings and agreements curriculum:
    • Service portfolio management, which provides documentation for services and prospective services in business terms
    • Service catalog management, which is concerned with the production and documentation of the service catalog from 
    • Service level management, which sets up a service level agreement (SLA) structure and ensures that all SLAs have an underpinning support structure in place
    • Demand management, which identifies patterns of business activity to enable the appropriate strategy to be implemented
    • Supplier management, which ensures all partners and suppliers are managed in the appropriate way and includes contract management
    • Financial management for IT services, which includes ensuring understanding of the service value and the management of all financial considerations
    • Business relationship management, which ensures the customer’s requirements are correctly identified
  • SOA roles and responsibilities
  • Technology and implementation considerations
  • Challenges, critical success factors and risks
Module 1: Introduction to Service Offerings and Agreements (SOA)
Module 2: Service Portfolio Management
Module 3: Service Catalog Management
Module 4: Service Level Management
Module 5: Demand Management
Module 6: Supplier Management
Module 7: Financial Management for IT Services
Module 8: Business Relationship Management
Module 9: Service Offerings and Agreements Roles and Responsibilities
Module 10: SOA Technology and Implementation Considerations
Module 11: Summary, Exam Preparation, and Directed Studies
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