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.

Download Syllabus

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

Benefits

Professionals with ITIL Intermediate SOA Certification earn 40 percent higher salaries than their non-certified peers. The average median salary of certified professionals in this field ranges from $75,000 to $90,000 per year, according to a survey by Payscale.com.

  • Increase Visibility
  • Learn Global Best Practices
  • Add value to your CV
  • Stay updated with the market

Job Prospects:

A lot depends on your professional background, experience, the speed at which you understand ITIL and the interest you’ve in IT processes.

If you are entry-level or have a couple of years of IT experience, you can expect to be hired as a process coordinator. A process coordinator ensures that the administrative activities in a process are carried out as designed. Incident coordinator, change coordinator and configuration analyst are some of the coordinator roles available in ITIL-based IT Service Management (ITSM).

At a mid-management level, with a minimum of five years of experience, you may be asked to manage processes end-to-end. You’ll have coordinators reporting to you, and you would be accountable for ensuring that activities in service management are compliant to the processes. Problem manager, release manager and service desk manager are some of the managerial roles.

  • Business Manager ($450K-$2750K)
  • ITSM Manager      ($450K-$2048K)

Top Companies Hiring:

  • Accenture
  • Capgemini
  • IBM
  • Amazon
  • Microsoft 
  • Google

Course Content

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 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 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 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 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 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 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 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 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 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.

Course Info.

Lenght
25 Hours
Effort
2-3 Hours/week
Institution
Axelos
Language
English
Video Script
English

Training Options

Selfpaced 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

699
  • 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

FAQs

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.