ITIL® Intermediate SOA - Service Offerings & Agreements

The ITIL Intermediate Qualification: Service Offerings and Agreements (SOA) Certificate is a freestanding qualification, but is also part of the ITIL Intermediate Capability stream, and one of the modules that leads to the ITIL Expert in IT Service Management Certificate. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in Service Management as documented in the ITIL Service Lifecycle core publications.

The ITIL Certificate in Service Offerings and Agreements is intended to enable the holders of the certificate to apply the practices during the Service Management Lifecycle

Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:

Learning Level: Advanced

Duration: 3day(s)

Bloom’s Level 2 Objectives–Full understanding of Service Offerings and Agreements (SOA) terms and core concepts

• Service Management as a practice
• How it delivers value to  customers and the business
• The underpinning processes and functions that support the Service Life Cycle
• Which stages of the Service Life cycle contribute to Service Offerings and Agreements and how they all interact?

Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret principles and relationships

• Service Portfolio Management inclusive of its design strategy, components, methods,  activities, roles and operation including its organizational structure and the interfaces with other processes
• Service Portfolio Management in relationship to the Service Catalogue and Service Pipeline and how these support SOA
• The benefits and business value from Service Portfolio Management

Bloom’s Level 4 Objectives–Support problem solving by putting theory into practice, interpret principles and relationships

• Service Catalogue Management inclusive of its design strategy, components, activities, roles and operation including its organizational structure and the interfaces with other processes
• Service Catalogue in relationship to the  Service Portfolio, the Business Catalogue, the Technical Service Catalogue and how  these components are used to ensure quality service within SOA
• Metrics and Critical Success Factors (CSFs)  associated with Service Catalogue  Management in support of SOA

Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret principles and relationships

• Service Level Management (SLM) inclusive of design strategy, components, activities,  roles and operation including its organizational structure as well as any interfaces with other processes
• SLM components and activities including Service Level Agreements (SLAs) structures, Service Level Requirements (SLRs), Operational Level Agreements (OLAs), Critical Success Factors  (CSFs), Underpinning Contracts (UCs) their metrics, performance and monitoring 
• How these components are used to ensure quality service within SOA?
• The benefits and business value of SLM

Bloom’s Level 4 Objectives–Support problem solving by putting theory into practice, interpret principles and relationships

• Demand Management process inclusive of design strategy, components, activities,  roles and operation including its organizational structure as well  as any interfaces with other processes
• Demand especially as it relates to business activity patterns and how it is used within SOA
• Service Portfolio interaction with Demand Management and how demand can be managed for service in relation to providing Business benefits and in support of SOA

Bloom’s Level 4 Objectives–Support problem solving by putting theory into practice, interpret principles and relationships

• Supplier Management process inclusive of design strategy, components, activities,  roles and operation including its organizational structure as well as any interfaces with other processes
• Supplier Management components and  activities (e.g. Supplier Categorization, Supplier Evaluation, Supplier and Contract Database, metrics, etc.) and how these are used to ensure quality service within SOA
• The benefits and business value that can be gained from Supplier Management as related to SOA

Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret principles and relationships

• Financial Management inclusive of design strategy, components, activities, roles and operation including its organizational  structure as well as any interfaces with other processes
• Financial Management components and activities including funding, accounting,  charge back, Return on Investment and how these are used to ensure quality service within SOA
• The benefits and business value that can  be gained from Financial Management

Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret principles and relationships

• The Business Relationship Manager roles and responsibilities, and how they support SOA
• Business Relationship Manager activities  and how these are used to ensure quality service within SOA

Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret principles and relationships

• The roles and responsibilities related to  Service Catalogue Manager, Service Level Manager and the Supplier Manager and how they fit within the Service Design organization to support SOA

Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret principles and relationships

• Service Management tools and where/how they would be used within SOA for process implementation
• The tools that support SOA Challenges and Risks when implementing  SOA practices and processes