Introductions
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
Nbiz Infosol provides this course in UAE specifically in Abu Dhabi, Dubai, Ajman, RAK, Al Ain, Umm Al Quwain and other areas
Course Objectives
Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:
- Service Management as a Practice
- Business Relationship Managers who have responsibility to represent customers and ensure the Service Catalogue and Portfolio have the right needs
- Operational activities of processes covered in other Lifecycle phases such as Incident and Change Management
- Organizing for Service Operation which describe functions to be performed within Service Offerings and Agreement
- Service Offerings and Agreement roles and responsibilities
- Technology and Implementation Considerations
- Challenges, Critical Success Factors and risks
- CSI as a consequence of effective Service Offerings and Agreement
Processes across the Service Lifecycle pertaining to the Service Offerings and Agreement curriculum:
- Service Portfolio Management which provides documentation for services and prospective services in business terms
- Service Catalogue Management which is concerned with the production and documentation of the Service Catalogue from a business and a technical viewpoint
- 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 which includes ensuring understanding of the service value and the management of all financial considerations
Duration & Learning Level
Learning Level: Advanced
Duration: 3day(s)
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ITIL Expert Track | To be determined | Jeddah, Saudi Arabia | Register Now »» |
ITIL Expert Track | To be determined | Abu Dhabi, UAE (weekends) | Register Now »» |
ITIL Expert Track | To be determined | Chennai, India | Register Now »» |
ITIL Expert Track | To be determined | Abu Dhabi, UAE (weekends) | Register Now »» |
ITIL Expert Track | To be determined | Manama, Bahrain | Register Now »» |
ITIL Expert Track | To be determined | Doha, Qatar | Register Now »» |
ITIL Expert Track | To be determined | Riyadh, Saudi Arabia | Register Now »» |
ITIL Expert Track | To be determined | Abu Dhabi, UAE (weekends) | Register Now »» |
ITIL Expert Track | To be determined | Dubai, UAE | Register Now »» |
ITIL Expert Track | To be determined | Baghdad, Iraq | Register Now »» |
ITIL Expert Track | To be determined | Kuwait City, Kuwait | Register Now »» |
ITIL Expert Track | To be determined | Alexandria, Egypt | Register Now »» |
ITIL Expert Track | To be determined | Beirut, Lebanon | Register Now »» |
ITIL Expert Track | To be determined | Tehran, Iran | Register Now »» |
ITIL Expert Track | To be determined | Abu Dhabi, UAE (weekends) | Register Now »» |
Nbiz delivers this course in Abu Dhabi, Dubai, RAK, Ajman, Sharjah, Kuwait, Oman, Saudi, Bahrain , egypt and other places in the UAE and in the Middle East
30 PDUs Offered Worldclass Trainers Course Completion Certificate Intermediate SOA Sample Test Papers ITIL® Intermediate SOA Exam Fee Included
Unit SOA01: Introduction to Service Offerings and Agreements
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?
Unit SOA02: Service Portfolio Management
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
Unit SOA03: Service Catalogue 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
Unit SOA04: Service Level Management
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
Unit SOA05: Demand Management
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
Unit SOA06: Supplier Management
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
Unit SOA07: Financial Management
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
Unit SOA08: Business Relationship Manager
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
Unit SOA09: Service Offerings and Agreement Roles and Responsibilities
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
Unit SOA10: Technology and Implementation Considerations
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
To be eligible for the examination leading to the ITIL® Release, Control and Validation Certificate, the candidate must fulfill the following requirements:
- Undertake at least 24 contact hours hours of instruction with an Accredited Training Organization.
- Hold the ITIL® Foundation Certificate in IT Service Management (or other appropriate earlier ITIL® and bridge qualifications).
- Two to four years of experience in the field of IT service management is highly desirable. Candidates should also spend some time reviewing the syllabus of the ITIL® Service Strategy and ITIL® Service Design publications to prepare for the exam.
- Duration of this Exam: 90 Minutes.
1. How do I enroll/register for the training course?
To enroll or register to any training course, you can use the registration page from training page or fill the request a call back form from each course pages.
The following page will provide you a list of course and training that we are providing based on the category and from each course item you can see the course details.
URL: http://www.nbizinfosol.com/training.aspx
Another method is to fill a Request a call back form provided in each Training/Course pages.
2. What will I get along with this training?
We are providing course materials during training and completion certificate after succesful training.
3. Do I need to fill up a registration form?
Yes. you can fill the registration form avaialble in the website or you can directly call us to enroll the course.Our executives will guide you to do further steps.
4. Does the course fees include the examination fee as well?
Based upon the course you are enrolling, we will charge the exam fee . We will give you the details of course fee and exam fee anytime to clear it.
5. Do you provide any course completion certificate?
Yes. We are providing the Course completion certificate for all courses we are providing.
6. Do you provide assistance for the exam appliation process?
Yes. We will provide assistance and support to apply for any exam.
7. What is the mode of payment?
Two types of payment available:
1. Visit our office and pay direct,You are always welcome to Nbizinfosol.
2. We are providing online payment via paypal payment gateway.Based upon your request we will provide the link to access the payment page.
Note: The listed information (venue, schedule, duration and content) may be modified and customized as per the requirements.