ITIL^® Intermediate Qualification - Service Offerings & Agreements (SOA)

The ITIL^® Intermediate Qualification - Service Offerings & Agreements 5-day course immerses learners in the practical aspects of the ITIL^® Service Lifecycle and processes associated with the Service Offerings and Agreements of services and service delivery. The main focus of this course is on the operational-level process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment. This course is designed using an engaging case study-based approach to learning the core disciplines of the ITIL best practice and positions the student to successfully complete the associated exam.

The main process focus areas of this course include:

• Service Portfolio Management, Service Level Management, Service Catalogue Management, Demand Management, Supplier Management, Financial Management for IT Services and Business Relationship Management

Course Details

This course has mandatory 30 contact hours as well as a recommendation of completing 12 hours of self study prior to the start of the course.

Class size minimum is 6 students, Class size maximum is 18 students.

Two official sample exams will be provided during the course.

The following link will take you to the official ITIL^® Service Offerings & Agreements Qualification Syllabus:
ITIL^® Service Offerings & Agreements Syllabus

Learning Objectives

At the end of this course, the learner will gain competencies in:

• 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 SOA curriculum
• SOA roles and responsibilities
• Technology and implementation considerations
• Challenges, critical success factors and risks

Prerequisites

Candidates must hold an ITIL^® Foundation Certificate or an ITIL^® Foundation Bridge Certificate.

Supporting Materials

Students receive a copy of the classroom presentation material, practice exams, homework and assignments.

Required Materials

Students are required to pre-read and bring to class the following ITIL^® Service Management Practices core lifecycle publications:

ITIL^® Service Strategy - 2011 Edition
ISBN: 9780113313044  

ITIL^® Service Design - 2011 Edition
ISBN: 9780113313051

Students may find the following ITIL^® Service Management publications useful for additional study:

Service Offerings & Agreements ITIL V3 Intermediate Capability Handbook
ISBN: 9780113312702