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ITIL

ITIL® Capability – Service Offerings & Agreements (SOA) Certification Training

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

Course Overview

Our 5-day, instructor-led ITIL® Capability – Service Offerings & Agreements (SOA) Certification Training course 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

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

ITIL® Capability – Service Offerings & Agreements (SOA) Certification Training Resources

Register Contact Us

$2,557 – $2,750

  • Price Match Guarantee

    We’ll match any competitor’s price quote. Call us at 240-667-7757.

  • This ITIL Capability SOA Certification Training course includes:

    • 5 days instructor-led training
    • ITIL Capability SOA Certification Training book
    • Notepad, pen and highlighter
    • Variety of bagels, fruits, doughnuts and cereal available at the start of class*
    • Tea, coffee and soda available throughout the day*
    • Freshly baked cookies every afternoon*

     

    *denotes this benefit is only available at participating locations. 

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