ITIL® Intermediate Service Offerings and Agreements (SOA)

Overview

The ITIL Service Offerings and Agreements qualification is one of four ITIL Service Capability Courses and will provide you with guidance that focusses on the practical application of SOA practices in order to enable service portfolio, service catalogue, service level, demand, supplier and business relationship management and financial management for IT services. This is an accredited, interactive e-Learning course for students who wish to become certified in ITIL SOA.

Price (*ask for discount) 700 USD
Access period 180 days

Prerequisite list

  • There is no formal prerequisite for this certification.

Audience list

  • This course will be of benefit to any IT professional who needs to understand the concepts and activities of ITIL Service Offerings and Agreements at management level.
  • It will also benefit operational staff involved in Service Portfolio Management, Service Catalogue Management, Service Level Management, Demand Management, Supplier Management, Financial Management and Business Relationship Management who wish to enhance their role-based capabilities.
  • It is also suitable if you have completed the ITIL Foundation certificate, and you are wishing to advance to higher level ITIL certifications.

What is included

  • Accredited by PeopleCert (which is licensed by AXELOS as an Examination Institute for an ITIL® Service Offerings and Agreements Certificate in IT Service Management.)
  • Credits awarded: 4
  • 30 hours of course material
  • Practice exams
  • Free exam voucher
  • Instant 6 months access

Certification Info

  • How To Earn?  • The student must pass the ITIL® Service Offerings and Agreements Certificate in IT Service Management exam. • The student can take the exam online (virtually) using a service provided by PeopleCert.
  • How To Maintain?  N/A

Certification Exam Format

  • Closed book
  • Complex multiple choice
  • 90 mins duration (Candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary).
  • Eight scenario-based questions.
  • The pass mark is 70% (28 marks out of 40 correct)

Retake policy

  • N/A

Enrollment Policy

  • You should pay the online course fee then the online course access will be granted to you within 1 week after receiving payment.
  • Course fee payment is not refundable.

Frequently Asked Questions

Course Outline

Introduction to Service Offerings and Agreements
  • The context in the service lifecycle of the SOA processes from the service strategy stage (service portfolio management, demand management, financial management for IT services and business relationship management)
Service Portfolio Management
  • Introduction to the service portfolio and its relationship to the service pipeline and service catalogue
  • The purpose and objectives of service portfolio management
  • The scope of service portfolio management
  • The value to the business of service portfolio management
  • Policies, principles and basic concepts
Service Catalogue Management
  • The importance of the service catalogue to the service lifecycle and its interface to the service portfolio
  • The purpose and objectives of service catalogue management
  • The scope of service catalogue management
  • The value to the business of service catalogue management
  • Policies, principles and basic concepts
Service Level Management
  • The importance of SLM to the service lifecycle
  • The purpose and objectives of SLM
  • The scope of SLM
  • The value to the business of SLM
  • Policies, principles and basic concepts
Demand Management
  • The importance of demand management to managing services throughout the service lifecycle
  • The purpose and objectives of demand management
  • The scope of demand management
  • The value to the business of demand management
  • Policies, principles and basic concepts
Supplier Management
  • The purpose and objectives of supplier management
  • The scope of supplier management
  • The value to the business of supplier management
  • The principles and basic concepts
Financial Management
  • The importance of the process to the service lifecycle
  • The purpose and objectives of financial management for IT Services
  • The scope of financial management for IT services
  • The value to the business of financial management for IT Services
  • Policies, principles and basic concepts
Business Relationship Management
  • The purpose and objectives of BRM
  • The scope of BRM
  • The value to the business of BRM
  • Policies, principles and basic concepts
SOA roles and responsibilities
  • Key roles and responsibilities of service portfolio management
  • Key roles and responsibilities of service catalogue management
  • Key roles and responsibilities of SLM
  • Key roles and responsibilities of demand management
  • Key roles and responsibilities of supplier management
  • Key roles and responsibilities of financial management for IT services
  • Key roles and responsibilities of BRM
Technology and implementation considerations
  • The evaluation criteria for technology and tooling for process implementation
  • The challenges, critical success factors and risks related to implementing practices and processes
  • How to plan and implement service management technologies
Exam Preparation
  • This module prepares you for the ITIL Service Offerings and Agreements examination.