ITIL Intermediate Certificate - Service Offerings & Agreements
About the Course
This 4½ day course leads to the ITIL Certificate – Service Offerings and Agreements (SOA). This is a free-standing qualification, but is also part of the ITIL Intermediate Capability stream, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management.
Who is it for?
This course is suitable for individuals who require a deep understanding of Service Offerings and Agreement processes and how they may be used to enhance the quality of IT service support within an organisation.
It is particularly suitable for: Operational staff involved in:
- Service Portfolio Management;
- Service Catalogue Management;
- Service Level Management;
- Demand Management;
- Supplier Management;
- Business Relationship Management
Candidates wishing to be trained and examined for this qualification must already
hold the ITIL Foundation Certificate in IT Service Management (the V3 Foundation
or V2 Foundation plus Bridge Certificate). Candidates should bring their
certificate(s) with them to complete the registration process on the first day
of the course.
The course will consist of formal lecturing, group discussions, in-course
assignments, and a practice examination paper. There will be detailed
learning activities with evening assignments and the examination (90 minutes)
will be held on day five.
- Overview of SOA processes and basic principles
- The value to the business of SOA activities
- How the SOA processes rely on a good business case
- How the SOA processes rely on a good understanding of return on investment (ROI)
- Processes across the service lifecycle pertaining to the service offerings and agreements curriculum:
- Service portfolio management, which provides documentation for services and prospective services in business terms
- Service catalogue management, which is concerned with the production and documentation of the service catalogue from a business and a technical viewpoint
- Service level management, which sets up a service level agreement (SLA) structure and ensures that all SLAs have an underpinning support structure in place
- Demand management, which identifies patterns of business activity to enable the appropriate strategy to be implemented
- Supplier management, which ensures all partners and suppliers are managed in the
- appropriate way and includes contract management
- Financial management for IT services, which includes ensuring understanding of the service value and the management of all financial considerations
- Business relationship management, which ensures the customer’s requirements are correctly identified
- SOA roles and responsibilities
- Technology and implementation considerations
- Challenges, critical success factors and risks
ITIL-OSA – Operational Support and Analysis
ITIL-RCV - Release, Control and Validation
ITIL-PPO – Planning Protection & Optimisation
ITIL-MAL – Managing across the Lifecycle.
ITIL-PRAC – ITIL Practitioner