ITIL®-Operational-Support-Analysis-Cour

ITIL Service Offerings and Agreements Course

The Service Offerings and Agreements (SOA) module is one of the qualifications in the ITIL Service Capability stream. This course looks at the practical application of SOA practices in order to enable portfolio, service level, service catalogue, demand, supplier and financial management.

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Course Contents

This Intermediate level certification will offer you an introduction to Service Offerings and Agreements processes

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10 Modules

divided into easy to absorb lessons

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Includes

video tutorials, study guides and quizzes

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Study duration:

30 hours mandatory study, also 12 hours self-study with the Service Design and Service Strategy core volumes is recommended

Lessons in this training
  • Module 1 – Service Management

    • Module 1 – Lesson 1 – SOA and the Service Lifecycle

    • Module 1 – Lesson 2 – Design Coordination

    • Module 1 – Lesson 3 – Customer Requirements

    • Module 1 – Lesson 4 – Return on Investment and the Business Case

  • Module 2 – Service Portfolio Management

    • Module 2 – Lesson 1 – Service Portfolio Management Introduction

    • Module 2 – Lesson 2 – Business Services and IT Services

    • Module 2 – Lesson 3 – The Service Portfolio Management Process

    • Module 2 – Lesson 4 – Activities, Methods and Techniques Part 2

    • Module 2 – Lesson 5 – Activities, Methods and Techniques Part 2

  • Module 3 – Service Catalogue Management

    • Module 3 – Lesson 1 – Process Overview

    • Module 3 – Lesson 2 – Service Catalogue Management and Service Portfolio Management

    • Module 3 – Lesson 3 – Policies, Principles and Basic Concepts

    • Module 3 – Lesson 4 – Process Management

  • Module 4 – Service Level Management

    • Module 4 – Lesson 1 – Process Overview

    • Module 4 – Lesson 2 – Process Activities

    • Module 4 – Lesson 3 – Service Level Management and the Customer

    • Module 4 – Lesson 4 – Process Deliverables

    • Module 4 – Lesson 5 – Process Management

    • Module 4 – Lesson 6 – Process Interfaces

  • Module 5 – Demand Management

    • Module 5 – Lesson 1 – Process Overview

    • Module 5 – Lesson 2 – Policies, Principles and Basic Concepts

    • Module 5 – Lesson 3 – Process Activities, Methods and Techniques

    • Module 5 – Lesson 4 – Developing Differentiated Offerings

    • Module 5 – Lesson 5 – Process Management

  • Module 6 – Lesson 1 – Process Overview

    • Module 6 – Lesson 2 – Policies, Principles and Basic Concepts

    • Module 6 – Lesson 3 – Activities, Methods and Techniques

    • Module 6 – Lesson 4 – Supplier Categorisation

    • Module 6 – Lesson 5 – Process Management

  • Module 7 – Financial Management

    • Module 7 – Lesson 1 – Process Overview

    • Module 7 – Lesson 2 – Policies and Basic Concepts

    • Module 7 – Lesson 3 – Accounting Part 1

    • Module 7 – Lesson 4 – Accounting Part 2

    • Module 7 – Lesson 5 – Budgeting

    • Module 7 – Lesson 6 – Charging

    • Module 7 – Lesson 7 – Process Management

  • Module 8 – Business Relationship Management

    • Module 8 – Lesson 1 – Process Overview

    • Module 8 – Lesson 2 – Policies, Principles and Basic Concepts

    • Module 8 – Lesson 3 – Activities, Methods and Techniques

    • Module 8 – Lesson 4 – Process Management

  • Module 9 – Technology and Implementation

    • Module 9 – Lesson 1 – Service Design Technology Requirements

    • Module 9 – Lesson 2 – Technology and Tool Evaluation

    • Module 9 – Lesson 3 – Planning and Implementing Service Management Technology

    • Module 9 – Lesson 4 – Service Management Implementation

    • Module 9 – Lesson 5 – Lifecycle Challenges, Critical Success Factors and Risks

  • Module 10 – The Sample Exam

Course Pre-requisites
 
  • Delegates must hold the ITIL Foundation Certificate in IT Service Management (ITIL V3 or later, or ITIL V2 + the V2-V3 Foundation Bridge)

  • ​30 hours of study via an accredited training solution – confirmed by your course completion certificate

  • 2 years IT experience is desirable

  • 12 hours of self-study using the Service Design and Service Strategy core volumes is recommended

Exam Details
 
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Exam duration:

90 minutes

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Exam format:

closed book, multiple choice

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Exam delivery:

online, webcam proctored. Read more here

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Exam pass mark:

70% (28/40 marks across 8 questions)

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Exam language:

extra time is available for non-native English speakers.

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Exam value:

4 ITIL credits

Pricing
RECOMMENDED
PACKAGE
  • 90 Days Online Access + eBook

  • Online Exam

  • SS - Core volume online access

  • SD - Core volume online access

Save £79

£969

TEAM TRAINING

ITIL Foundation for teams
Book group training and receive:

  • Multi-user discounts

  • Dedicated account manager

  • ​Extended study periods available

 
 
Who's it for
This course is recommended for anyone working in project / program management or administration such as Project Managers or QMS Managers, or within management or business development, such as Account Managers or Service Delivery Managers
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