ITIL® Intermediate – Service Offerings and Agreements

Apply SOA practices to enable portfolio, service level, service catalogue, demand, supplier and financial management
ITIL® Intermediate Service Offerings and Agreements (SOA) is one of the ITIL® Service Capability modules. It focuses on the practical application of SOA practices to enable portfolio, service level, service catalogue, demand, supplier and financial management.
SOA has been designed to help organisations and professionals understand how the five stages of the ITIL lifecycle (service strategy, service design, service transition, service operation and continual service improvement) can offer value to organisations and projects. It also provides guidance on how service offerings can be developed to support the needs of both the business and the user.

KEY FEATURES
  • 24 hrs of classroom / instructor-led training
  • Accredited Instructor with industry experience
  • Case Studies & real-world examples
  • End of chapter quizzes and simulation exams
  • Certification exam included

Description

WHOM IS IT APPLICABLE

The SOA qualification would be suitable for IT professionals in roles such as IT Management, IT Finance Manager, Capacity Manager, Availability Manager, Service Level Manager, Business Continuity Manager, Service Portfolio Manager, Supplier Relationship Manager.

WHAT YOU WILL LEARN

Upon Completion of this Course, you will accomplish following:-

  • Value to the business of the Service Operation & Agreements (SOA) processes and their activities
  • In-depth review of the key processes needed to support service offerings and agreements, and their associated activities, roles, responsibilities, challenges, risks and critical success factors:
  • Strategy Management for IT Services: The process that establishes strategies for services upon which the other SOA processes depend
  • Business Relationship Management: Ensures the customer’s requirements are correctly identified
  • Financial Management: A strategic process that enables IT to generate service-based costing that, combined with perceived value for the service, results in a real, business-based price
  • Demand Management: Understands demand for services and enables appropriate service strategies
  • Service Portfolio Management: Manages the service portfolio which contains information about IT services from concept through implementation and production to retirement
  • Service Level Management: Sets up Service Level Agreement (SLAs) and ensures that all SLAs have an underpinning support structure in place
  • Service Catalog Management: Provides the single source of information about agreed services and makes sure this information is communicated
  • Demand Management: Identifies patterns of business activity to enable the appropriate strategy to be implemented
  • Supplier Management: Ensures that suppliers support IT service targets and meet business expectations
  • The reliance upon a good business case and a good understanding of ROI
  • Technology and implementation considerations for the key processes
  • Important considerations for continual improvement of these processes
MODULE OVERVIEW

Module 1: Strategy Management for IT Services
Module 2: Business Relationship Management
Module 3: Financial Management
Module 4: Demand Management
Module 5: Service Portfolio Management
Module 6: Service Catalog Management
Module 7: Service Level Management
Module 8: Supplier Management

PREREQUISITES
  • ITIL V3 Foundation Certificate or ITIL V2 Foundation plus Bridge Certificate and completion of an accredited Course from an ITIL Accredited Training Provider
EXAM & CERTIFICATION

Format: Closed-book
Delivery: Online and Paper-based
Questions: 8 multiple choice, scenario-based, gradient scored questions. Each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks.
Passing Score: 70% (28 out of 40)
Duration: 90 Minutes

CLASSROOM / INSTRUCTOR LED
  • High-impact learning with case studies
  • Delivered by certified instructors
  • Targeted learning for real projects

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