ITIL®-SOA: Intermediate Capability: ITIL® Service Offerings and Agreements with Certification Exam

ITIL-SOA: Intermediate Capability: ITIL Service Offerings and Agreements with Certification Exam Course Description

Duration: 5.00 days (40 hours)

The IT Infrastructure Library® (ITIL®) certification scheme, providing a modular approach to the ITIL framework, is comprised of a series of qualifications focused on different aspects of ITIL best practice to various degrees of depth and detail.

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 ITIL Service Offerings and Agreements certificate training is available in different delivery modalities including interactive online classes and instructor-led classroom training. This training is conducted by industry experts who help the participants gain valuable practical knowledge and prepare for their certification exam.

NetCom is an Accredited Training Affiliate in partnership with ITpreneurs.

Learning Modalities
- Instructor-led Classroom Training
- Online Training
- Corporate Training
- Onsite Training
- One-on-One Training

Course Preparation
- You will receive a course study book including case studies and sample exam questions
- You should acquire and read the ITIL Service Design core publication, which you should read as part of personal study
- Review your ITIL Foundation course materials

What's Included
- Facilitated Training
- Books
- Exam Voucher

Exam Name
ITIL Intermediate Service Offerings and Agreements (SOA) Certificate Exam

Certification
ITIL Intermediate Service Offerings and Agreements (SOA) Certificate

Exam Information
The ITIL Service Offerings and Agreements (SOA) exam can be taken in any of the following three ways:
- On the last day of the course, in-class exam
- In the comfort of your home and at any time, after the course completion via PeopleCert (online)
- At your convenience, at an eligible testing center

Exam Format
- Multiple choice examination questions
- Number of Questions: 8
- Pass Score: 28/40 or 70%
- Exam Duration: 90 minutes
- Open/Closed Book: Closed Book

Credits
- Upon successfully achieving the ITIL Service Offerings and Agreements certificate, the participants earn four credits toward their ITIL Expert certification

ITIL® is a (registered) Trade Mark of AXELOS Limited. All rights reserved. IT Infrastructure Library® is a (registered) Trade Mark of AXELOS Limited. All rights reserved. The Swirl logo™ is a (registered) Trade Mark of AXELOS Limited. The ITIL Accredited Training Organization logo is a Trade Mark of AXELOS Limited

Next Class Dates

Feb 5, 2018 – Feb 9, 2018
9:00 AM – 5:00 PM ET
Apr 2, 2018 – Apr 6, 2018
9:00 AM – 5:00 PM ET
May 21, 2018 – May 25, 2018
9:00 AM – 5:00 PM CT
Jul 9, 2018 – Jul 13, 2018
9:00 AM – 5:00 PM ET

View More Schedules »

Contact us to customize this class with your own dates, times and location. You can also call 1-888-563-8266 or chat live with a Learning Consultant.

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Intended Audience for this ITIL-SOA: Intermediate Capability: ITIL Service Offerings and Agreements with Certification Exam Course

  • » IT operations, technical, or IT management personnel requiring more information about ITIL® best practices
  • » Anyone responsible for managing, implementing, or consulting on ITIL® processes within IT or in conjunction with IT

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Course Prerequisites for ITIL-SOA: Intermediate Capability: ITIL Service Offerings and Agreements with Certification Exam

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ITIL-SOA: Intermediate Capability: ITIL Service Offerings and Agreements with Certification Exam Course Objectives

  • » Importance of service management as a practice concept
  • » Service lifecycle principals, purpose, and objective
  • » Importance of ITIL® service offerings and agreements while providing service
  • » How all processes in ITIL® service offerings and agreement interact with other service lifecycle processes
  • » The activities, methods, and functions used in each of the ITIL® service offerings and agreement processes
  • » Use the ITIL® service offerings and agreement processes, activities, and functions to achieve operational excellence
  • » Measure ITIL® service offerings and agreements
  • » Importance of IT security and its contributions to ITIL® service offerings and agreements
  • » Technology and implementation considerations surrounding ITIL® service offerings and agreements
  • » Challenges, key performance indicators (KPIs), critical success factors (CSFs), and risks associated with ITIL® service offerings and agreements

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ITIL-SOA: Intermediate Capability: ITIL Service Offerings and Agreements with Certification Exam Course Outline

      1. Introduction to service offerings and agreements (SOA)
        1. The value to the business of SOA activities
        2. The lifecycle within the SOA context
        3. How services deliver value to customers and the business and the relevance to the SOA processes
        4. How requirements are identified through the SOA processes
        5. Understanding return on investment (ROI) and the business case
      2. Service portfolio management
        1. Service portfolio management, including concepts, methods, activities, roles and operation as well as its organizational structure and the interfaces with other processes
        2. Service portfolio management in relationship to the service catalogue and service pipeline and how these support SOA
        3. Metrics and critical success factors (CSFs) associated with service portfolio management in support of SOA
      3. Service catalogue management
        1. Service catalogue management, including its concepts, activities, roles and operation as well as its organizational structure and the interfaces with other processes
        2. Service catalogue in relationship to the service portfolio, the business catalogue, the technical service catalogue and how these components are used to ensure service quality within SOA
        3. Metrics and CSFs associated with service catalogue management in support of SOA
      4. Service level management
        1. Service level management (SLM), including its concepts, activities, roles and operation as well as its organizational structure and any interfaces with other processes
        2. SLM components and activities, including service level agreements (SLAs) structures, service level requirements (SLRs), operational level agreements (OLAs), CSFs, underpinning contracts (UCs), their metrics, performance and monitoring
        3. How these components are used to ensure service quality within SOA
      5. Demand management
        1. Demand management process, including its concepts, activities, roles and operation as well as its organizational structure and any interfaces with other processes
        2. Demand for services especially in relation to patterns of business activity and how it is used within SOA
        3. 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
        4. Metrics and CSFs associated with demand management in support of SOA
      6. Supplier management
        1. Supplier management process inclusive of its concepts, activities, roles and operation including its organizational structure as well as any interfaces with other processes
        2. Supplier management components and activities (for example supplier categorization, supplier evaluation, supplier and contract database, metrics and CSFs) and how these are used to ensure service quality within SOA
      7. Financial Management for IT services
        1. Financial management for IT services, including its concepts, activities, roles and operation as well as its organizational structure and any interfaces with other processes
        2. Financial management for IT services components and activities, including budgeting, accounting and charging and how these are used to ensure service quality within SOA
        3. Metrics and CSFs associated with financial management for IT services in support of SOA
      8. Business relationship management
        1. Business relationship management, including its concepts, activities, roles and operation as well as its organizational structure and any interfaces with other processes
        2. Metrics and CSFs associated with business relationship management in support of SOA
      9. SOA roles and responsibilities
        1. The roles and responsibilities related to all of the SOA processes
      10. Technology and implementation considerations
        1. Service management tools and where/how they would be used within SOA for process implementation
        2. The tools that support SOA
        3. What best practices should be used in order to alleviate challenges and risks when implementing Service Management technologies and designing technology architectures

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This training prepares students for the following exam(s):

  • » ITIL Intd SOA Exam PU Voucher : ITIL Intermediate SOA exam taken at home, with online proctor
  • » ITIL Intd SOA Exam Onsite Voucher : ITIL Intermediate SOA exam proctored by NetCom for private sessions only
  • » ITIL Intd SOA Exam VUE Voucher : ITIL Intermediate SOA exam taken at a local VUE test center

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Next Steps after taking this ITIL-SOA: Intermediate Capability: ITIL Service Offerings and Agreements with Certification Exam Course:

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Do you have the right background for ITIL-SOA: Intermediate Capability: ITIL Service Offerings and Agreements with Certification Exam?

Skills Assessment

We ensure your success by asking all students to take a FREE Skill Assessment test. These short, instructor-written tests are an objective measure of your current skills that help us determine whether or not you will be able to meet your goals by attending this course at your current skill level. If we determine that you need additional preparation or training in order to gain the most value from this course, we will recommend cost-effective solutions that you can use to get ready for the course.

Our required skill-assessments ensure that:

  1. All students in the class are at a comparable skill level, so the class can run smoothly without beginners slowing down the class for everyone else.
  2. NetCom students enjoy one of the industry's highest success rates, and pass rates when a certification exam is involved.
  3. We stay committed to providing you real value. Again, your success is paramount; we will register you only if you have the skills to succeed.
This assessment is for your benefit and best taken without any preparation or reference materials, so your skills can be objectively measured.

Take your FREE Skill Assessment test »

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Award winning, world-class Instructors

Donna H.
- High-skilled trainer and speaker. Delivered presentations in Dubai, Tokyo, London, New York, and China.
- ITIL V3 Expert, teaching ITIL courses since 2005. More than 99% of her students have passed their ITIL Certification exams.
- Process Improvement Expert with more than 15 years of experience in the Support Center industry as a practitioner, consultant and certified trainer.

Bio:

Donna is an expert in project management and Process Improvement. Her amazing presentation skills have taken her around the world, giving arrangements in Dubai, Tokyo, London, New York and China to name a few. "The Donna", as she is known in the industry, has more than 15 years of experience in the Support Center industry as a practitioner, consultant and certified trainer.

Donna holds ITIL V3 Expert Certification and offers training and consulting services through NetCom Learning on Process Improvement framework as well as the ITIL practitioner level suite of Lifecycle and Capability Stream certification courses. She began presenting ITIL classes in 2005, and 99% of her students have passed their ITIL Certification exams. Along with ITIL courses, she promotes best practices in the support center industry, focusing on customer service skills training, individual and support center certification, training and consulting, and process infrastructure improvement.
Michael G.
- Over 22 years of professional experience in the IT field, including more than a decade as a Certified Trainer.
- An expert in Cisco's Routing, Switching, Security, Voice and Wireless areas, as well as select Microsoft, Novell, CompTIA, Sun and CWNP courses.
- High-skilled and acclaimed instructor. Has trained over 900 students at Netcom Learning.

Bio:

Michael has over 22 years of professional experience in the IT field, including more than a decade as a Certified Trainer. An expert in Cisco's Routing, Switching, Security, Voice and Wireless areas, Michael also teaches select Microsoft, Novell, CompTIA, Sun and CWNP courses.

Michael's dedication and passion for teaching is unmatched. He has trained over 900 students at Netcom Learning since 2006 and his evaluation scores average 8.7 out of 9.

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Recent Client Testimonials & Reviews

The instructor was very helpful in prep for the exam and breaking down questions.

- Jerry B.

Course(s) Taken

» ITIL-SD: Intermediate LifeCycle: ITIL Service Design with Certification Exam

I found the class to be very informative and exam orientated. The instructor offered many help tips.

-Elwin F.
Course(s) Taken

» ITIL-SOA: Intermediate Capability: ITIL Service Offerings and Agreements with Certification Exam

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