The ITIL Service Offerings and Agreements (SOA) course is one of the four modules that make up the ITIL Intermediate "capability stream".
Successful completion of the course and exam provides delegates with a Certificate in its own right and 4 ITIL credits towards the ITIL Expert qualification.
The SOA certificate is intended to enable the holders of the ITIL Foundation certificate in IT Service Management to acquire the skills needed to begin the practical application of the concepts, covered by this course, in support of the Service Management lifecycle.
The ITIL Service Offerings and Agreements course course provides in-depth practical advice and guidance on process structure, roles, functions and activities that will enable role focused capability and competency in relation to:
- Business relationship management
- Service portfolio management
- Financial management for IT services
- Demand management
- Service catalogue management
- Service level management
- Supplier management
The main focus of the course is covered by the Service Strategy and Service Design volumes of the IT Infrastructure Library.
The course is comprised of lecture sessions, facilitated assignments and exercises and a practice examination.
Target Audience
The program is targeted at IT Professionals, Business Managers and Business Process Owners.
It is particularly suited to operational staff involved in Demand Management, Service Level Management, Supplier Management, and Financial Management who wish to enhance their role-based capabilities.
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Learning Objectives
Succesful Delegates will understand:
- Principles, Purpose and Objective of Service Offerings & Agreements
- The importance of ITIL Service Offerings and Agreements
- How Processes within SO&A interact with other Service Lifecycle Processes
- The processes, activities methods and functions used
- How to achieve operational excellence
- How to measure ITIL Service Offerings and Agreements
- Technology and implementation considerations
- Challenges, critical success factors and risks
Pre-Requisites
ITIL Foundation Certificate in IT Service Management (V3 or 2011 versions)
Basic IT literacy and 2 years' IT experience are recommended.
Success on the course will be enhanced by candidates spending at least 12 hours reviewing their ITIL Foundation material prior to attending one of the ITIL Intermediate 'capability' courses
Course Content
Service Offerings and Agreements
How Service Offerings and Agreements Practices Support the Service Lifecycle
Purpose, Objectives, Scope, & Value of Strategy Management for IT Services and the Design Process
Successful Services Depend on the Customer's Perception of Utility and Warranty
Business Cases and Return-on-Investment to Service Offerings and Agreements Practices
Business Relationship Management
Purpose, Objectives, and Scope
Business Value
Policies, Principles, and Basic Concepts
Triggers, Inputs, Outputs, and Process Interfaces
Information Management within the Business Relationship Management Process
CSFs and KPIs
Challenges and Risks
Key Roles and Responsibilities
Service Portfolio Management
Service Portfolio
Purpose, Objectives, and Scope
Business Value
Policies, Principles, and Basic Concepts
Triggers, Inputs, Outputs, and Process Interfaces
Information Management within the Service Portfolio Management Process
CSFs and KPIs
Challenges and Risks
Key Roles and Responsibilities
Financial Management for IT Services
Purpose, Objectives, and Scope
Business Value
Policies, Principles, and Basic Concepts
Triggers, Inputs, Outputs, and Process Interfaces
Information Management within the Financial Management for IT Services Process
CSFs and KPIs
Challenges and Risks
Key Roles and Responsibilities
Demand Management
Importance of Demand Management to Managing Services throughout their Lifecycle
Purpose, Objectives, and Scope
Business Value
Policies, Principles, and Basic Concepts
Triggers, Inputs, Outputs, and Process Interfaces
Information Management within the Demand Management Process
CSFs and KPIs
Challenges and Risks
Key Roles and Responsibilities
Service Catalog Management
Importance of the Service Catalog to the Service Lifecycle
Purpose, Objectives, and Scope
Business Value
Policies, Principles, and Basic Concepts
Triggers, Inputs, Outputs, and Process Interfaces
Information Management within the Service Catalog Management Process
CSFs and KPIs
Challenges and Risks
Production of a Service Catalog
Key Roles and Responsibilities of Service Catalog Management
Service Level Management
Importance of Service Level Management to the Service Lifecycle
Purpose, Objectives, and Scope
Business Value
Policies, Principles, and Basic Concepts
Triggers, Inputs, Outputs, and Process Interfaces
Information Management within the Service Level Management Process
CSFs and KPIs
Challenges and Risks
Contents of Service and Operational Level Agreements (SLAs and OLAs)
Key Roles and Responsibilities
Supplier Management
Purpose, Objectives, and Scope
Business Value
Policies, Principles, and Basic Concepts
Triggers, Inputs, Outputs, and Process Interfaces
Information Management within the Supplier Management Process
CSFs and KPIs
Challenges and Risks
Key Roles and Responsibilities
Technology and Implementation Considerations
Generic Requirements for Service Management Technologies
Evaluation Criteria for Technology and Tooling for Process Implementation
Good Procedures for Practice and Process Implementation
Challenges, CSFs, and Risks Related to Implementing Practices and Processes
How to Plan and Implement Service Management Technologies
Exams & Certification
ITIL Capability Certificate in Service Offerings & Agreements
The exam is taken on the final day of the course:
Format: 8 multiple choice, scenario based, gradient scored questions
Duration: 90 minutes
Open Book: No
Pass Mark: 28/40 or 70%
Successful candidates are awarded 4 ITIL Credits which contribute towards achievement of ITIL Expert
