This course will provide you with a solid understanding of the ITIL SOA module’s principles and processes, as well as other aspects within the capability stream.
This course offers everything you need to prepare for, take and pass the ITIL Service Offerings and Agreements exam, including a FREE exam voucher. Success in the exam will also earn you 4 credits towards the 22 credits needed to gain the ITIL Expert qualification.
Why you should take this course:
This ITIL course has been created in partnership with leading industry experts with many years of experience as consultants, trainers and authors of best-selling ITIL study guides.
The ITIL Service Offerings and Agreements (SOA) module focuses on the application of SOA practices in enabling IT services, including the management of service portfolios, service catalogs, different service levels, demand and finance, as well as the relationships between businesses and suppliers.
The module offers a collection of relevant practices from ITIL’s core guidance, all related to the creation and management of service offerings, as well as the agreements required to support them.
This course is intended for management and supervisory level staff. You may be involved in work related to the Service Offerings & Agreements syllabus, or you may just wish to understand the processes and principles involved.
Students who complete this course will have learnt:
- Service Portfolio Management – Ensuring that the service provider has the right mix of services to meet required business outcomes at an appropriate level of investment
- Service Catalogue Management – Providing vital information on all other ITSM processes, including the status and details of services, as well as their interdependencies
- Service Level Management – Ensuring Service Level Agreements (SLAs) are negotiated in accordance with agreed targets regarding customers and Service Design. They will also be able to make sure that Operational Level Agreements (OLAs) and contracts are appropriate, while also monitoring and reporting on service levels
- Demand Management – Ensuring that the service provider has sufficient capacity to meet the required demand
- Supplier Management – Ensuring that all contracts with suppliers support the needs of the business, and that all suppliers meet their contractual commitments
- Financial Management for IT Services – Ensuring management of the service provider’s budgeting, accounting and charging requirements
- Business Relationship Management – Ensuring a positive relationship with customers. This includes identifying the needs of existing and potential customers and ensuring that appropriate services are developed to meet those needs