ITIL® Intermediate SOA

4.5 (1973) 6591 Learners

The ITIL® Intermediate Service Offerings and Agreements (SOA) Certification Training will build up your capacity to make and oversee administration contributions dependent on business prerequisites. This course is a key module in the ITIL Capability Expert program and guarantees that you are knowledgeable in ITIL.

Duration
25 Hours
Institution
Axelos
Language
English
Video Script
English

Overview

The Service Offerings and Agreements (SOA) module is one of the ITIL Service Capability modules and will be of interest to candidates wishing to gain a deep level of understanding of ITIL processes and roles, how they are implemented and how they interact.

What you will learn

  • SOA practices
  • Five stages of ITIL
  • Developing ITIL services
  • Implementing ITIL services
  • Improving ITIL

Syllabus

International industry expertise at your disposal as you deep-dive into the research topic and sector of your choice.

Course Content

Introduction to Service Offerings and Agreements (SOA) (24 Lectures)

Introduction to SOA

14:47 Play

Service Strategy and Strategy management for IT services process

14:54 Play

Service Strategy

14:54 Play

Purpose and Objectives of Strategy Management for IT Services

14:55 Play

Scope of Strategy Management for IT Services

14:55 Play

Value of Strategy Management for IT Services

14:55 Play

Service Design and Design coordination process

14:55 Play

Service Design

14:55 Play

Purpose and Objectives of Design Co-ordination

14:55 Play

Design Co-ordination Scope

14:55 Play

Design Co-ordination Value

14:55 Play

Value of Service

14:56 Play

Creating value

14:56 Play

Perception of value

14:56 Play

Utility and Warranty

14:56 Play

Marketing Mindset

14:56 Play

Identifying and understanding customer requirements

14:56 Play

Aspects of Service Design

14:56 Play

Identifying service requirements

14:56 Play

Return on Investment

14:56 Play

Business Case

14:56 Play

Business Objective

14:56 Play

Single Business Impact Vs. Multiple Business Objectives

14:56 Play

Multiple Business Impacts Vs. Single Business Objective

14:56 Play

Service Portfolio Management (21 Lectures)

Service Portfolio Management Introduction

15:00 Play

Purpose and Objectives of Service Portfolio Management

15:01 Play

Scope of Service Portfolio Management

15:01 Play

Value to the Business

15:01 Play

The Service Portfolio

15:01 Play

Service Pipeline

15:01 Play

Service Catalogue

15:01 Play

Service Portfolio and Service Catalogue

15:01 Play

Retired Service

15:01 Play

Other important aspects of SPM

15:01 Play

Phases of SPM

15:01 Play

Service portfolio management process

15:01 Play

Process Activities

15:01 Play

Triggers to Process

15:01 Play

Process Inputs

15:01 Play

Process Outputs

15:01 Play

Interfaces

15:01 Play

Information Management

15:01 Play

Critical Success Factors and Key Performance Indicators

15:01 Play

Challenges and Risks

15:01 Play

Designing service portfolio

15:01 Play

Service Catalogue Management (12 Lectures)

Service Catalogue Management Introduction

15:10 Play

Service Catalogue

15:10 Play

Purpose and Objectives of Service Catalogue Management

15:10 Play

Scope of Service Catalogue Management

15:10 Play

Value to the Business

15:10 Play

Types of Service Catalogue

15:10 Play

Process Activities

15:10 Play

Triggers, Inputs and Outputs

15:10 Play

Information Management

15:10 Play

Critical Success Factors and KPIs

15:10 Play

Challenges and Risks

15:10 Play

Production of Service Catalogue

15:10 Play

Service Level Management (13 Lectures)

Service Level Management Introduction

15:13 Play

Purpose and Objectives of Service Level Management

15:13 Play

Scope of Service Level Management

15:13 Play

Value to the Business

15:13 Play

Process Activities

15:13 Play

Triggers, Inputs and Outputs

15:13 Play

Service Level Management Process

15:13 Play

Interfaces

15:13 Play

Designing SLA Framework

15:13 Play

CSFs and KPIs

15:13 Play

Challenges

15:13 Play

Risks

15:13 Play

Content of SLAs and OLAs

15:13 Play

Demand Management (20 Lectures)

Demand Management Introduction

15:17 Play

Demand Management and service lifecycle

15:17 Play

Purpose and Objectives of Demand Management

15:17 Play

Scope of Demand Management

15:17 Play

Value to the Business

15:17 Play

Challenges in Managing Service Demand

15:17 Play

Demand and Capacity

15:17 Play

Activity based Demand Management

15:17 Play

Benefits for analyzing PBA

15:17 Play

Codifying of PBAs

15:17 Play

User Profile

15:18 Play

PBA and User Profile

15:18 Play

Differentiated Offerings

15:18 Play

Triggers, Inputs and Outputs

15:18 Play

Outputs

15:18 Play

Interfaces

15:18 Play

Information Management

15:18 Play

Critical Success Factors and Key Performance indicators

15:18 Play

Challenges

15:18 Play

Risks

15:18 Play

Supplier Management (20 Lectures)

Supplier Management Introduction

15:49 Play

Purpose of Supply Management

15:49 Play

Objectives of Supplier Management

15:49 Play

Scope

15:49 Play

Value to the Business

15:49 Play

Basic Concepts

15:50 Play

Supplier and contracts management information system (SCMIS)

15:50 Play

Process Activities

15:50 Play

Evaluation of New Suppliers and Contracts

15:50 Play

Partnering relationships

15:50 Play

Contents of Underpinning Contract

15:50 Play

Supplier Categorization

15:50 Play

Triggers

15:50 Play

Inputs

15:50 Play

Outputs

15:50 Play

Interfaces

15:50 Play

Information Management

15:50 Play

Critical Success Factors and KPIs

15:50 Play

Challenges

15:50 Play

Risks

15:50 Play

Financial Management for IT services (24 Lectures)

Financial Management Introduction

15:54 Play

Importance of process to service lifecycle

15:54 Play

Financial Management for IT Services

15:55 Play

Scope

15:55 Play

Value to the Business

15:55 Play

Enterprise financial management

15:55 Play

Funding Model and Analysis

15:55 Play

Financial Management Activities

15:55 Play

Accounting

15:55 Play

Accounting: Cost models

15:55 Play

Cost model - Cost by IT organisation

15:55 Play

Cost model: Cost by Service

15:55 Play

Hybrid cost model (Service, Customer and location)

15:55 Play

Budgeting

15:55 Play

Charging

15:55 Play

Triggers, Inputs and Outputs

15:55 Play

Output - Service Valuation

15:55 Play

Business Impact Analysis

15:55 Play

Interfaces

15:55 Play

Information Management

15:55 Play

Critical Success factors

15:55 Play

Key Performance Indicators

15:55 Play

Challenges

15:55 Play

Risks

15:55 Play

Business Relationship Management (19 Lectures)

Business Relationship Management Introduction

15:59 Play

Purpose of Business Relationship Management

15:59 Play

Objectives of Business Relationship Management

15:59 Play

Scope of Business Relationship Management

15:59 Play

Business Relationship Management Process activities with other SM processes

15:59 Play

Value to the Business

15:59 Play

Business Relationship Management - concepts

15:59 Play

Customer Portfolio

15:59 Play

Customer Satisfaction

15:59 Play

Customer Requirement

15:59 Play

Business Relationship Management activities

15:59 Play

BRM Activities

15:59 Play

BRM Activities through the lifecycle

15:59 Play

Triggers, Inputs and Outputs

15:59 Play

Interfaces

15:59 Play

Information Management

15:59 Play

Critical Success Factors

15:59 Play

Key Performance Indicators

15:59 Play

Challenges and Risks

15:59 Play

SOA Roles and Responsibilities (10 Lectures)

SOA Roles and Responsibilities Introduction

16:02 Play

Process owner

16:02 Play

Process Manager

16:02 Play

Key roles for Service portfolio management

16:02 Play

Service level management process manager

16:02 Play

Key roles for Demand management

16:02 Play

Key roles for Supplier management

16:02 Play

Supplier process manager

16:02 Play

Key roles for Financial management of IT services

16:02 Play

Key roles for Business relationship management

16:02 Play

Technology and Implementation Considerations (17 Lectures)

Technology and Implementation Considerations Introduction

16:08 Play

SOA technology considerations

16:08 Play

Service Design Tools

16:08 Play

Service Management Tools

16:08 Play

Defining Tool Requirements

16:08 Play

Statement Of Requirements

16:08 Play

Tool Evaluation Process

16:08 Play

Tool Selection Criteria

16:08 Play

Planning and Implementation

16:08 Play

Deployment considerations

16:08 Play

Implementing - Service design

16:08 Play

Challenges - Service Design

16:08 Play

Service Design - Risks

16:08 Play

Challenges - Service transition

16:08 Play

Risks - Service transition

16:08 Play

Challenges - Service Operation

16:08 Play

Critical Success factors - Service operation

16:08 Play

Course Details

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.

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.

The SOA qualification would suit candidates in the following IT professions or areas:

  • IT Management
  • IT Finance Manager
  • Capacity Manager
  • Availability Manager
  • Service Level Manager
  • Business Continuity Manager
  • Service Portfolio Manager
  • Supplier Relationship Manager

Eligibility

This ITIL SOA training course is suitable for IT managers, IT finance managers, capacity managers, service level managers, business continuity managers, service portfolio managers, supplier relationship managers, and individuals requiring in-depth knowledge of the ITIL Service Offerings and Agreements process.

Pre-requisites

To be eligible for the ITIL Intermediate Module – Service Offerings and Agreements qualification, you should take the training with an accredited training organization. Also, it is highly recommended that you have two to four years of experience in the field of IT service management. You should spend some time reviewing the syllabus of the ITIL Service Strategy (SS) and ITIL Service Design (SD) publications to prepare for the exam, paying special attention to Chapter 2: Service Management as a Practice.

Enquiry

Training Options

Self-paced Training

399
  • Lifetime access to high-quality self-paced eLearning content curated by industry experts
  • 3 simulation test papers for self-assessment
  • Lab access to practice live during sessions
  • 24x7 learner assistance and support

Live Virtual Classes

499
  • Online Classroom Flexi-Pass
  • Lifetime access 
  • Practice lab and projects with integrated Azure labs
  • Access to Microsoft official content aligned to examination

One on One Training

Enquiry Now
  • Customized learning delivery model (self-paced and/or instructor-led)
  • Flexible pricing options
  • Enterprise grade learning management system (LMS)
  • Enterprise dashboards for individuals and teams
  • 24x7 learner assistance and support

Exam & Certification

The exam format is as follows:

  • Multiple choice examination questions
  • Eight questions per paper
  • 28 marks required to pass (out of 40 available) - 70%
  • 90 minutes’ duration
  • Closed book.
ITIL® Intermediate SOA

Frequently Asked Questions

You will never miss a lecture! You can choose either of the two options:

 

  • View the recorded session of the class available in your LMS.
  • You can attend the missed session, in any other live batch.

The ITIL® Service Offerings and Agreements qualification can only be taken as part of an accredited training course. To be eligible for the ITIL Intermediate Module – Service Offerings and Agreements qualification, the following requirements must be met:

  • A minimum 30 hours of instruction with an Accredited Training Organization (or an accredited e-learning solution).
  • Earn the ITIL Foundation Certificate in IT Service Management. 

Two to four years of experience in the field of IT service management is highly desirable. Candidates should also spend some time reviewing the syllabus of the ITIL Service Strategy (SS) and ITIL Service Design (SD) publications to prepare for the exam, paying special attention to Chapter 2: Service Management as a Practice.

Exam prices are governed by Axelos and can change. Price changes are typically announced during the end of the calendar year. In case the exam price goes up and you have not yet booked the exam, you will need to pay the difference in amount to Simplilearn.