ITIL® Service Offerings and Agreements Certificate (SOA)

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Part of the ITIL Intermediate Capability stream

ITIL® Service Offerings and Agreements course will help you improve the quality of service provision in your organization. 
Duration: 5 Days
Exam Included: Yes
Schedule and Pricing: Please contact us

Overview
It looks at how the associated processes support the service lifecycle, and more specifically, how the five phases of the ITIL® lifecycle (service strategy, service design, service transition, service operation and continual service improvement) create organisational value.
The course also covers how service providers ensure that the return on investment (ROI) is aligned with the efforts and expenses involved, and that business cases (justifications) underpin our approach. We will explain these fundamentals and show you how the need to understand the organisation and its requirements drives service providers in identifying and designing the appropriate service(s) to meet these requirements, both now and in the future.

The course follows the official training syllabus approved by Axelos

Why choose Bright for your ITIL education? 
  • Individual Case Study Development - Focus on applying ITIL theory to each participant organization via individual case study development and consulting support;
  • Trainer with ITSM project experience - Delivered by accredited Bright Consulting trainers who bring in hands-on project experience in the IT Service Management area;
  • Real stories from Bright practice - Includes examples from Bright Consulting ITSM practice, delivering ITIL Transformation programs to some of the largest enterprises in EMEA;
Target Group
The target group of the ITIL Certificate in Service Offerings and Agreements is:
  • Individuals who have attained the ITIL Foundation certificate in Service Management and who wish to advance to higher level ITIL certifications
  • Individuals who require a deep understanding of ITIL Certificate in the Service Offerings and Agreement processes and how it may be used to enhance the quality of IT service support within an organisation
  • IT professionals that are working within an organisation that has adopted and adapted ITIL who need to be informed about and thereafter contribute to an ongoing service improvement programme
  • Operational staff involved in Service Portfolio Management; Service Catalogue Management; Service Level Management; Demand Management; Supplier Management; Financial Management and Business Relationship Management who wish to enhance their role-based capabilities.
This may include but is not limited to, IT professionals, business managers and business process owners.

Learning Objectives
Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:
  • Service Management as a Practice
  • Processes across the Service Lifecycle pertaining to the Service Offerings and Agreement 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 which includes ensuring understanding of the service value and the management of all financial considerations
  • Business Relationship Managers who have responsibility to represent customers and ensure the Service Catalogue and Portfolio have the right needs
  • Operational activities of processes covered in other Lifecycle phases such as Incident and Change Management
  • Common Service Operation activities related to Service Offerings and Agreement
  • Organising for Service Operation which describe functions to be performed within Service Offerings and Agreement
  • Service Offerings and Agreement roles and responsibilities
  • Technology and Implementation Considerations
  • Challenges, Critical Success Factors and risks
  • CSI as a consequence of effective Service Offerings and Agreement
Prerequisites
  • Participants must already hold the ITIL Foundation Certificate in IT Service Management (includes the v3 Foundation or v2 Foundation plus Bridge Certificate) which shall be presented as documentary evidence to gain admission.
It is also strongly recommended that candidates:
  • Can demonstrate familiarity with IT terminology and understand the context of Service Offerings and Agreements management of their own business environment is strongly recommended.
  • Have exposure working in the service management capacity within a service provider environment, with responsibility emphasising on at least one of the following management processes:
  • Service Portfolio Management
  • Service Catalogue Management
  • Service Level Management
  • Demand Management
  • Supplier Management
  • Financial Management
It is recommended that candidates are familiar with the guidance detailed in the ITIL Service Lifecycle Practices core publications prior to attending training for this certification.

What is provied? 
  • Comprehensive course materials 
  • Example Questions 
  • Individual Case Study Development 
  • Follow up Guidance
Examination
Eight (8) multiple choice, scenario-based, gradient scored questions over 90 minutes. Pass mark is 28/40 or 70%.
Тhis course is available as a public scheduled course and also as a private company course. Please contact us for more info.
 
ITIL® is a Registered Trade Mark, and a Registered Community Trade Mark of the Cabinet Office, and is registered in the U.S. Patent and Trademark Office.

ITIL® Foundation ITIL OverviewITSM SimulationITIL® Managing Across the Lifecycle Certificate (MALC)ITIL® Release, Control and Validation Certificate (RCV)ITIL® Operational Support and Analysis (OSA)ITIL® Planning, Protection and Optimization Certificate (PPO)