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Service Capability: Service Offerings and Agreement

Certification Program (SOA)

Build a solid knowledge of the complete ITIL Lifecycle stages, learn the best practices of Service Offerings Agreement and its implementation to drive business value.

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Overview


Xebia Academy brings you a comprehensive course on ITIL® Intermediate Service Offerings and Agreements--one of the qualifications within the ITIL® Service Capability category of the ITIL® Intermediate level. The module covers the practices that are related to the defining and management of service offerings and the agreements required to support them. The ITIL® Intermediate SOA certification is a reflection of the specialized knowledge of the holder in defining, analysing, and selecting the right set of services to be delivered to the customers.

This course helps you aim for a first time pass of the exam and gain the skills to implement SOA best practices in your business and organisation. The intensive coaching from industry experts, comprehensive courseware and mock questions and exercises will give you the expertise and confidence to appear for the exam and shine among your peers.

Course Curriculum


  •  Service Offerings and Agreements

    • How Service Offerings and Agreements Practices Support the Service Lifecycle
    • Purpose, Objectives, Scope, and Value of Strategy Management for IT Services and the Design Coordination Process
    • Successful Services Depend on the Customer's Perception of Utility and Warranty
    • Relevance of Business Cases and Return-on-Investment to Service Offerings and Agreements Practices
  • Business Relationship Management

    • Purpose, Objectives, and Scope
    • Business Value
    • Policies, Principles, and Basic Concepts
    • Triggers, Inputs, Outputs, and Process Interfaces
    • Information Management within the Business Relationship Management Process
    • CSFs and KPIs
    • Challenges and Risks
    • Key Roles and Responsibilities
  • Service Portfolio Management

    • Service Portfolio
    • Purpose, Objectives, and Scope
    • Business Value
    • Policies, Principles, and Basic Concepts
    • Triggers, Inputs, Outputs, and Process Interfaces
    • Information Management within the Service Portfolio Management Process
    • CSFs and KPIs
    • Challenges and Risks
    • Key Roles and Responsibilities
  • Financial Management for IT Services

    • Purpose, Objectives, and Scope
    • Business Value
    • Policies, Principles, and Basic Concepts
    • Triggers, Inputs, Outputs, and Process Interfaces
    • Information Management within the Financial Management for IT Services Process
    • CSFs and KPIs
    • Challenges and Risks
    • Key Roles and Responsibilities
  • Demand Management

    • Importance of Demand Management to Managing Services throughout their Lifecycle
    • Purpose, Objectives, and Scope
    • Business Value
    • Policies, Principles, and Basic Concepts
    • Triggers, Inputs, Outputs, and Process Interfaces
    • Information Management within the Demand Management Process
    • CSFs and KPIs
    • Challenges and Risks
    • Key Roles and Responsibilities
  • Service Catalog Management

    • Importance of the Service Catalog to the Service Lifecycle
    • Purpose, Objectives, and Scope
    • Business Value
    • Policies, Principles, and Basic Concepts
    • Triggers, Inputs, Outputs, and Process Interfaces
    • Information Management within the Service Catalog Management Process
    • CSFs and KPIs
    • Challenges and Risks
    • Production of a Service Catalog
    • Key Roles and Responsibilities of Service Catalog Management
  • Service Level Management

    • Importance of Service Level Management to the Service Lifecycle
    • Purpose, Objectives, and Scope
    • Business Value
    • Policies, Principles, and Basic Concepts
    • Triggers, Inputs, Outputs, and Process Interfaces
    • Information Management within the Service Level Management Process
    • CSFs and KPIs
    • Challenges and Risks
    • Contents of Service and Operational Level Agreements (SLAs and OLAs)
    • Key Roles and Responsibilities
  • Supplier Management

    • Purpose, Objectives, and Scope
    • Business Value
    • Policies, Principles, and Basic Concepts
    • Triggers, Inputs, Outputs, and Process Interfaces
    • Information Management within the Supplier Management Process
    • CSFs and KPIs
    • Challenges and Risks
    • Key Roles and Responsibilities
  • Technology and Implementation Considerations

    • Generic Requirements for Service Management Technologies
    • Evaluation Criteria for Technology and Tooling for Process Implementation
    • Good Procedures for Practice and Process Implementation
    • Challenges, CSFs, and Risks Related to Implementing Practices and Processes
    • How to Plan and Implement Service Management Technologies
  • Exam Preparation/Mock Exam

  • Exam

Prerequisite


In order to attend the workshop, you must have:

  • ITIL® Foundation Certificate in IT Service Management or an earlier ITIL® (V2) Foundation plus Foundation Bridge

In order to appear for the examination participants must:

  • Have completed a 30-hour accredited course from an ITIL® Accredited Training Provider, such as this course on service operation offered by Xebia
  • Hold the ITIL® Foundation Certificate in IT Service Management (or other appropriate earlier ITIL® and bridge qualifications)

Certification


In order to achieve ITIL® Service Offerings and Agreements certification, candidates must appear for the exam and gain 70% pass mark.

The Exam:

  • 90 minute ‘closed book’
  • Eight multiple choice, scenario-based questions
  • Pass mark is 70% (28/40)

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