ITIL® Intermediate SOA - Service Offerings & Agreements
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| Name of Course | Scheduled Dates | Vanue | Registration Link |
|---|---|---|---|
| ITIL Expert Track | To be determined | Abu Dhabi, UAE (weekends) | Registration Now |
| ITIL Expert Track | To be determined | Tehran, Iran | Registration Now |
| ITIL Expert Track | To be determined | Beirut, Lebanon | Registration Now |
| ITIL Expert Track | To be determined | Alexandria, Egypt | Registration Now |
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| ITIL Expert Track | To be determined | Dubai, UAE | Registration Now |
| ITIL Expert Track | To be determined | Abu Dhabi, UAE (weekends) | Registration Now |
| ITIL Expert Track | To be determined | Riyadh, Saudi Arabia | Registration Now |
| ITIL Expert Track | To be determined | Doha, Qatar | Registration Now |
| ITIL Expert Track | To be determined | Manama, Bahrain | Registration Now |
| ITIL Expert Track | To be determined | Abu Dhabi, UAE (weekends) | Registration Now |
| ITIL Expert Track | To be determined | Chennai, India | Registration Now |
| ITIL Expert Track | To be determined | Abu Dhabi, UAE (weekends) | Registration Now |
| ITIL Expert Track | To be determined | Jeddah, Saudi Arabia | Registration Now |
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:
- 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
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
- 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
- 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
- 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
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.
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