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ITIL Service Offerings & Agreement (SOA) Certification Training Online

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Course includes pre-course and evening study, many practical assignments, the exam and overview maps that illustrate the ITIL lifecycle stages, reinforcing key concepts. You learn to plan, implement and optimize SOA processes.

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Regular Price: USD 1,500.00

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Help you learn drafting a service catalog, establishing relevant patterns of business activity. Developing a service-based SLA template. Help you achieve operational excellence using the SOA activities and functions. You will learn how to measure the success of SOA by evaluating challenges, critical success factors and risks.

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# Course Module (Learning Outcome) Module Topics ~Hrs
1 Service lifecycle overview
  • The context in the service lifecycle of the SOA processes
  • Strategy management for IT services
  • Design coordination
  • Introduction to service offerings and agreements (SOA)
2 Service catalog management
  • Purpose, goals and objectives
  • Technical and business service catalogs
  • Detailing operational services
  • Using key metrics and critical success factors
  • Producing a service catalog
  • Participant Activity
3 Service portfolio management
  • Principles of service portfolio management
  • Relationship to the service catalog and service pipeline
  • Thinking strategically, Achieving customer focus
  • Designing the service portfolio
  • Allocating resources
  • Linking business and IT services
  • Participant Activity
4 Demand management
  • Activity-based demand management and business activity patterns
  • Managing capacity to maximize value
  • Identifying patterns of business activity
  • Connecting demand management to the service portfolio
  • Participant Activity
5 Financial management for IT services
  • How financial management contributes to the service lifecycle
  • Principles of financial management
  • Managing financial considerations
  • The scope, purpose and goals of the process
  • Basic concepts: funding, accounting and charging
  • Value to the business
  • Applying information management
  • Generating and disseminating information
  • Dealing with challenges and risks
  • Participant Activity
6 Service level management
  • Service level management goals and process
  • The significance of SLM to the service lifecycle
  • How SLM creates business value
  • Analyzing and explaining the scope of the process
  • Policies, principles and basic concepts of SLM
  • Negotiating Service Level Agreements (SLAs)
  • Deliverables, roles and responsibilities
  • SLAs, OLAs and review meetings
  • Service improvement plans
  • Monitoring service performance against SLAs
  • Participant Activity
7 Supplier management
  • Analyzing the use of the supplier management process
  • Process, scope and objectives
  • Evaluating new suppliers
  • Supplier categorization and maintenance of the supplier and contract database
  • Ensuring supplier performance
  • Contract management and administration
  • Participant Activity
8 Business relationship management
  • The purpose, objectives and scope of BRM
  • Process activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • Critical success factors and key performance indicators
  • Participant Activity
9 SOA roles and responsibilities
  • Service portfolio management
  • Service catalog management
  • Service level management
  • Supplier manager
  • Participant Activity
10 Technology, practice and process implementation considerations
  • Technology implementation as part of implementing service management
  • Special technology functions related to SOA
  • Generic requirements and evaluation criteria
  • Good practices for implementation
  • Challenges, critical success factors and risks
  • Participant Activity
11 Practice exams, review and exam
  • Participant Activity (Sample Paper)

Additional Info

Additional Info

Blended Mode Virtual
Location Anywhere
Course Leader Rajeev Andharia
Credit Hours 30
Package Includes Daily review sessions and exam practice
Course includes a high degree of practical assignment work
ITILĀ® 2011 Intermediate: Service Offerings & Agreement (SOA) Exam with Passing Assurance*
*Passing Assurance: You get ONE re-attempt "at 50% discount".
Target Audience IT service and support managers and staff
Project managers
IT consultants and developers
Key business users
Eligibility You must hold the ITIL v3 Foundation Certificate, the v3 Foundation Bridge Certificate or the ITIL Expert certificate achieved via a bridging route. Two to four years of professional experience working in IT service management is highly desirable.
Time Zone UTC +03:00 (EAT, AST, FET)
From Time 9:00 hrs
To Time 18:00 hrs


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