The Service Offerings and Agreements (SOA) module is one of the certifications in the ITIL® Service Capability work stream. The module focuses on the practical application of SOA practices in order to enable portfolio, service level, service catalogue, demand, supplier and financial management.
The content of the course is based mainly on the best practice guidance contained in the ITIL Service Strategy and ITIL Service Design publications.
This course is made up of the modules listed below. Each module aims to help you understand each section and give you a full understanding of each subject.
- Introduction – this initial unit of the course provides an introduction to the core concepts and terminology of the service Lifecycle stages that are related to SOA. These include select processes from Service Strategy and Service Design.
- Service Portfolio Management – this unit addresses how the process of Service Portfolio Management contributes to SOA practices. It provides a complete overview of the objectives, scope and importance of Service Portfolio Management and how it relates business services to IT services.
- Service Catalogue Management – this unit explores how the process of Service Catalogue Management contributes to SOA practices. It provides a complete overview of the objectives, scope and of the importance of Service Catalogue Management as an interface to the Service Portfolio, as well as of the difference between a business and a technical service catalogue.
- Service Level Management – this unit covers the Service Level Management (SLM) process and how it contributes to SOA. It provides a complete overview of the objectives, scope and the importance of SLM as a process to generate business value.
- Demand Management – this unit addresses how the Demand Management process contributes to SOA practices. It explores the objectives, scope and importance of activity-based Demand Management as a process to generate business activity patterns.
- Supplier Management – this unit covers how the Supplier Management process contributes to SOA practices. It explores the objectives, scope and importance of Supplier Management as a process to generate business value.
- Financial Management for IT Services – this unit looks at Financial Management for IT Services and how it contributes to SOA. It provides an overview of the objectives, scope and importance of Financial Management for IT Services as a process for generating business value.
- Business Relationship Management – this unit deals with Business Relationship Management (BRM) and how this role contributes to SOA practices. It covers Business Relationship Management policies, principles and concepts, along with the activities, methods and techniques in relationship to SOA practices.
- Service Offerings & Agreements Roles and Responsibilities – this unit deals with the roles and responsibilities which contribute to SOA practices. Each SOA process has a number of roles associated with it. The responsibilities of these roles are defined and discussed.
- Technology and Implementation Considerations – this learning unit deals with SOA technology and implementation considerations. Service Design is specifically used to identify good practices and evaluation criteria for technology and tools related to process implementation. Service Operation provides the specifics on planning and implementing service management technology support as well as a guide to generic requirements for technology. All three Lifecycle stages (namely Service Design, Service Operation and Service Transition) are used to explore the challenges, critical success factors and risks related to implementing practices and processes.
The SOA course is designed to help organizations and individuals understand how the five stages of the ITIL lifecycle (service strategy, service design, service transition, service operation and continual service improvement) can offer value to organizations and projects. It also provides guidance on how service offerings can be developed to support both business and user needs.
- Individuals who require a deep understanding of the ITIL Certificate in the Service Offering and Agreements processes, and how it may be used to enhance the quality of IT Support within an organisation
- IT professionals that are working within an organisation that has adopted and adapted ITIL, and who need to be informed about, and thereafter contribute to, an ongoing service improvement programme
- Operational staff involved in Strategy Management for IT Services, Service Portfolio Management, Service Level Management, Service Catalogue Management, Demand management, Supplier Management, Financial Management for IT services, and Business Relationship Management and wish to enhance their role-based capabilities.
PREREQUISITES & EXAM FORMAT
You must hold the Foundation Certificate in IT Service Management (the V3 Foundation or V2 Foundation plus Bridge Certificate) and have completed an accredited training course to take the exam.
What format is the exam?
- 90 minute ‘closed book’
- Eight multiple choice, scenario-based questions
- Pass mark is 70% (28/40)
Please note that as of May 2015 ACQUIROS requires evidence of this certificate. In order to sit the exam you must provide a paper photocopy of your ITIL Foundation Certificate. Please ensure you bring this with you on the first day of your course. If you fail to do so you will NOT be able to sit the exam.
The training material is very good and exhaustive. The trainer has great knowledge on the course and on practical examples as well. The course shall be of great help for preparing for the PMP exam. Excellent trainer for this course
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