Course Overview
The ITIL®
Intermediate Qualification: Service Offerings and Agreements (SOA) Certificate is a free-standing qualification, but is also part of
the ITIL Intermediate Capability stream. 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 (SOA) is intended to enable the
holders of the certificate to apply the practices during the Service
Management Lifecycle.
Course Objectives
Participants will learn the principles and core elements of the
Service Capability approach to IT Service Management as well as
focusing on the processes & roles, activities and their execution
throughout the Service Lifecycle. An interactive approach is used
combining lecture, discussion and case study experience to prepare
participants for the ITIL Intermediate Service Offerings &
Agreements certification exam as well as providing valuable
practical knowledge that can be rapidly applied in the workplace.
Case study deepens the participant’s appreciation of how ITIL best
practices can be applied in order to improve IT performance.
Practical assignments are used throughout the course to enhance the
learning experience.
Exam
This course prepares candidates for the ITILSOA (Service Offerings & Agreements) exam from PEOPLECERT. The exam
consists of Eight (8) multiple choice, scenario-based, gradient
scored questions. Each question will have 4 possible answer options,
one of which is worth 5 marks, one which is worth 3 marks, one which
is worth 1 mark, and one which is a distracter and achieves no
marks. The exam duration is 90 minutes for all candidates in their
respective language (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). The passing score is
28/40 or 70%.
Prerequisites
- ITIL Foundation Certification
-
It is strongly recommended that candidates read the ITIL Service
Lifecycle core publications in advance of attending training for the
certification.
Audience
IT Managers, Operational staff, and anyone
requiring a deeper knowledge of or who are involved in the Service
Offerings & Agreements cluster of processes and functions
Credits
• Upon successful passing of the ITIL Capability SOA exam, the
student will be recognized with 4
credits in the ITIL qualification scheme.
• Project Management Institute – Professional Development Units (PDUs)
= 35
Daily Agenda Outline
Day 1 Service Catalog Management
• The concept of Service Management as a practice
• The concept of Service, its value proposition and composition
• The functions and process across the Lifecycle
• The role of Processes in the Service Lifecycle
• How Service Management creates business value
• How the processes within the Service Offerings and Agreement
curriculum supports the Service Lifecycle
• The Service Portfolio and illustrate its relationship with the
Service Catalogue and Service Pipeline
• How a Service Portfolio describes a provider’s service and how it
relates the business service with the IT service.
• The Service Portfolio Management methods
Exercises:
• SOA 1 - Service Portfolio Management (40 Minutes)
• The purpose, goal and objectives of the process
• The scope of the process
• The interface to the Service Portfolio
• The difference between a Business and a Technical Service
Catalogue
• The importance of the Service Catalogue to the Service Lifecycle
and the business
• Its policies, principles and basic concepts
• The use of key metrics, challenges, critical success factors and
risks associated with the process
• The process including the utilisation of the Service Catalogue by
other processes and functions
• Produce a Service Catalogue
Exercises:
• SOA 2 - Service Catalog Management Management (40 Minutes)
Day 2 & 3 Service Level Management & Demand Management
• The purpose, goal and objectives of the SLM
• The scope of the SLM
• The importance of the process to the Service Lifecycle and how its
generate business value
• The principles and basic concepts
• The deliverables from the process
• Monitoring of service performance against SLAs
• The use of key metrics, challenges, critical success factors and
risks associated with the process
• The contents of SLAs, OLAs and review meetings
• The interfaces to other processes and functions
Exercises:
• SOA 3 - Service Level Management 1(40 Minutes)
• SOA 4 - Service Level Management 2 (45 Minutes)
• The basic
concepts of the process
• Activity based Demand Management and business activity patterns
• The interfaces to Service Portfolio
• Managing demand for Service
Exercises:
• SOA 5 - Demand Management Management (35 Minutes)
Day 3 & 4 Supplier Management & Financial Management
•
The scope of the process
• The importance of the process to the Service Lifecycle and how
they generate business value
• The principles and basic concepts
• The use of Supplier Categorization and maintenance of the Suppler
Database
• The use of key metrics, challenges, critical success factors and
risks associated with the process SD
• The inputs and outputs of the process
Exercises:
• SOA 6 - Supplier Management Management (30 Minutes)
• The
purpose, goal and objectives of the process
• The scope of the process
• The concepts of Service Valuation
• The importance of the process to the Service Lifecycle and how
they generate business value
• The various aspects of the process and the basic concepts –
funding, accounting and chargeback
• Return on Investment and the business case
• Design and Implement a Financial Management process
Exercises:
• SOA 7 - Financial Management 1 (45 Minutes)
• SOA 8 - Financial Management 2 (60 Minutes)
Business
Relationship Manager
The role of Business Relationship Managers
Day 5 Service Offerings and Agreement Roles and
Responsibilities
• key roles and responsibilities of the
Service Catalogue Manager
• key roles and responsibilities of the Service Level Manager
• key roles and responsibilities pertaining to the Supplier
Manager
Exercises:
• SOA 9 -Roles and Responsibilities (20 Minutes)
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