Description
Duration: 7 days
The ITIL Intermediate Qualification: Service Offerings and Agreements (SOA) Certificate is a freestanding 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. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in service management as documented in the ITIL Service Lifecycle core publications.
This is a seven-day boot camp.
Prerequisites
The target group of the ITIL Intermediate Qualification: Service Offerings and Agreements Certificate includes, but is not restricted to:
- IT Professionals
- Business managers
- Business process owners
- Individuals who require a deep understanding of the Service Offerings and Agreements processes and of how it may be used to enhance the quality of IT service support within an organization
- IT professionals who are working within an organization that has adopted and adapted ITIL and who need to be informed about, and thereafter contribute to, an ongoing service improvement program
- Operational staff involved in service portfolio management; service level management; service catalog management; demand management; supplier management; financial management for
- IT services and business relationship management who wish to enhance their role-based capabilities
- Individuals who have attained the ITIL Foundation Certificate in IT Service Management and wish to advance to higher level ITIL certifications
- Individuals seeking the ITIL Expert Certificate in IT Service Management for which this qualification can be one of the prerequisite modules
- Individuals seeking progress toward the ITIL Master Certificate in IT Service Management for which the ITIL Expert is a prerequisite.
What’s included?
- Authorized Courseware
- Intensive Hands on Skills Development with an Experienced Subject Matter Expert
- Hands-on practice on real Servers and extended lab support 1.800.482.3172
- Examination Vouchers & Onsite Certification Testing- (excluding Adobe and PMP Boot Camps)
- Academy Code of Honor: Test Pass Guarantee
- Optional: Package for Hotel Accommodations, Lunch and Transportation
With several convenient training delivery methods offered, The Academy makes getting the training you need easy. Whether you prefer to learn in a classroom or an online live learning virtual environment, training videos hosted online, and private group classes hosted at your site. We offer expert instruction to individuals, government agencies, non-profits, and corporations. Our live classes, on-sites, and online training videos all feature certified instructors who teach a detailed curriculum and share their expertise and insights with trainees. No matter how you prefer to receive the training, you can count on The Academy for an engaging and effective learning experience.
Methods
- Instructor Led (the best training format we offer)
- Live Online Classroom – Online Instructor Led
- Self-Paced Video
Speak to an Admissions Representative for complete details
| Start | Finish | Public Price | Public Enroll | Private Price | Private Enroll |
|---|---|---|---|---|---|
| 12/25/2023 | 12/31/2023 | ||||
| 1/15/2024 | 1/21/2024 | ||||
| 2/5/2024 | 2/11/2024 | ||||
| 2/26/2024 | 3/3/2024 | ||||
| 3/18/2024 | 3/24/2024 | ||||
| 4/8/2024 | 4/14/2024 | ||||
| 4/29/2024 | 5/5/2024 | ||||
| 5/20/2024 | 5/26/2024 | ||||
| 6/10/2024 | 6/16/2024 | ||||
| 7/1/2024 | 7/7/2024 | ||||
| 7/22/2024 | 7/28/2024 | ||||
| 8/12/2024 | 8/18/2024 | ||||
| 9/2/2024 | 9/8/2024 | ||||
| 9/23/2024 | 9/29/2024 | ||||
| 10/14/2024 | 10/20/2024 | ||||
| 11/4/2024 | 11/10/2024 | ||||
| 11/25/2024 | 12/1/2024 | ||||
| 12/16/2024 | 12/22/2024 | ||||
| 1/6/2025 | 1/12/2025 |
Curriculum
Introduction to service offerings and agreements (SOA)
- The value to the business of SOA activities
- The lifecycle within the SOA context
- How services deliver value to customers and the business and the relevance to the SOA processes
- How requirements are identified through the SOA processes
- Understanding return on investment (ROI) and the business case
Service portfolio management
- Service portfolio management, including concepts, methods, activities, roles, and operation as well as its organizational structure and the interfaces with other processes
- Service portfolio management in relation to the service catalog and service pipeline and how these support SOA
- Metrics and critical success factors (CSFs) associated with service portfolio management in support of SOA
Service catalog management
- Service catalog management, including its concepts, activities, roles, and operation as well as its organizational structure and the interfaces with other processes
- Service catalog in relationship to the service portfolio, the business catalog, the technical service catalog and how these components are used to ensure service quality within SOA
- Metrics and CSFs associated with service catalog management in support of SOA
Service level management
- Service level management (SLM), including its concepts, activities, roles, and operation as well as its organizational structure and any interfaces with other processes
- SLM components and activities, including service level agreements (SLAs) structures, service level requirements (SLRs), operational level agreements (OLAs), CSFs, underpinning contracts (UCs), their metrics, performance, and monitoring
- How these components are used to ensure service quality within SOA
Demand management
- Demand management process, including its concepts, activities, roles, and operation as well as its organizational structure and any interfaces with other processes
- Demand for services especially in relation to patterns of business activity and how it is used within SOA
- Service portfolio interaction with demand management and how demand can be managed for service in relation to providing business benefits and in support of SOA
- Metrics and CSFs associated with demand management in support of SOA
Supplier management
- Supplier management process inclusive of its concepts, activities, roles, and operation including its organizational structure as well as any interfaces with other processes
- Supplier management components and activities (for example supplier categorization, supplier evaluation, supplier and contract database, metrics and CSFs) and how these are used to ensure service quality within SOA
Financial Management for IT services
- Financial management for IT services, including its concepts, activities, roles, and operation as well as its organizational structure and any interfaces with other processes
- Financial management for IT services components and activities, including budgeting, accounting, and charging and how these are used to ensure service quality within SOA
- Metrics and CSFs associated with financial management for IT services in support of SOA
Business relationship management
- Business relationship management, including its concepts, activities, roles, and operation as well as its organizational structure and any interfaces with other processes
- Metrics and CSFs associated with business relationship management in support of SOA
SOA roles and responsibilities
- The roles and responsibilities related to all of the SOA processes
Technology and implementation considerations
- Service management tools and where/how they would be used within SOA for process implementation
- The tools that support SOA
- What best practices should be used in order to alleviate challenges and risks when implementing Service Management technologies and designing technology architectures
