ITIL®

ITIL® Capability – Service Offerings & Agreements (SOA)

This course is designed to provide students with the necessary knowledge and skills to better understand ITIL® processes and roles related to Service Management.

BONUS! Cyber Phoenix Subscription Included: All Phoenix TS students receive complimentary ninety (90) day access to the Cyber Phoenix learning platform, which hosts hundreds of expert asynchronous training courses in Cybersecurity, IT, Soft Skills, and Management and more!

Course Overview

Our 5-day, instructor-led ITIL® Capability – Service Offerings & Agreements (SOA) training and certification boot camp in Washington, DC Metro, Tysons Corner, VA, Columbia, MD or Live Online is intended for IT professionals in the Service Management field. It covers:

Service Management as a practice
Service Offering & Agreements processes, roles & responsibilities
Service Operation functions & organization
Technology & Implementation considerations

This course will prepare you for the ITIL® SOA Certification exam.

You should have the ITIL® Foundation Certification before taking this course. You should also have 2-4 years of work experience in Service Management.

Schedule

Currently, there are no public classes scheduled. Please contact a Phoenix TS Training Consultant to discuss hosting a private class at 240-667-7757.

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Course Outline

Introduction and Overview

The value of SOA activities
The lifecycle within SOA context
IT Service Strategy
Design Coordination
How services deliver value
Service design requirements
ROI and business case

Service Portfolio Management

Introduction to the service portfolio
Relationship of SPM to service pipeline and service catalog
Purpose and objectives of SPM
Scope of SPM & Value to the Business
Policies, principles and basic concepts
SPM Process Activities, Methods and Techniques
SPM Triggers, Inputs, Outputs and Interfaces
Information Management
CSFs & KPIs
Challenges and Risks
Designing the Service Portfolio

Service Catalog Management

Importance of Service Catalog
Purpose and objectives of SCM
Scope of SCM & Value to the Business
Policies, principles and basic concepts
SCM Process Activities, Methods and Techniques
SCM Triggers, Inputs, Outputs and Interfaces
Information Management
CSFs & KPIs
Challenges and Risks
Production of a service catalog
Importance of Service Catalog
Purpose and objectives of SCM
Scope of SCM & Value to the Business
Policies, principles and basic concepts
SCM Process Activities, Methods and Techniques
SCM Triggers, Inputs, Outputs and Interfaces
Information Management
CSFs & KPIs
Challenges and Risks
Production of a service catalog

Service Level Management

The importance of SLM to the Service Lifecycle
The purpose and objectives of SLM
The scope of SLM & Value to the Business
Policies, principles and basic concepts
SLM Process Activities, Methods and Techniques
SLM Triggers, Inputs, Outputs and Interfaces
Information Management
CSFs & KPIs
Challenges and Risks
Content of Service Level Agreements (SLAs) and Operational Level Agreements (OLAs)

Demand Management

The importance of demand management (DM) to the Service Lifecycle
The purpose and objectives of DM
The scope of DM & Value to the Business
Policies, principles and basic concepts of DM
DM Process Activities, Methods and Techniques
DM Triggers, Inputs, Outputs and Interfaces
Information Management
CSFs & KPIs
Challenges and Risks

Supplier Management

Purpose and objectives of Supplier Management
Supplier Management’s Scope & Value to the Business
Principles and basic concepts of Supplier Management
Process Activities, Methods and Techniques of Supplier Management
Supplier Management Triggers, Inputs, Outputs and Interfaces
Information Management
CSFs & KPIs

Financial Management for IT Services

Importance of FM to the Service Lifecycle
Purpose and objectives of FM
Scope of FM & Value to the Business
Policies, principles, basic concepts
Activities, methods and techniques
FM Triggers, Inputs, Outputs and Interfaces
Information Management
CSFs & KPIs
Challenges & Risks

Business Relationship Management

Purpose and objectives of Business Relationship Management
Scope & Value to the Business
Principles and basic concepts
Process Activities, Methods and Techniques
Triggers, Inputs, Outputs and Interfaces
Information Management
CSFs & KPIs

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Exam Information

ITIL Capability SOA Certification Exam Details:

Number of Questions: 8
Passing Score: 70% (28/40)
Duration: 90 minutes
Format: multiple choice, scenario-based and gradient scored
Delivery: Pearson VUE

Exam Focus Areas:

Service Portfolio
Service Catalog Management
Service Level Management
Demand Management
Supplier Management
Financial Management for IT Services
Business Relationship Management
Roles and Responsibilities of Service Offerings and Agreements
Considerations for Technology and Implementation

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