The ITIL® Service Offerings and Agreements (SOA) course is one of the four ITIL® Intermediate Capability courses. Where the ITIL® Lifecycle courses concentrate on the implementation, improvement and management of the processes within the Lifecycle phase, the Capability courses concentrate on the process areas from a Practitioners perspective.
Service Offerings and Agreements 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 commensurate with the efforts and expenditure involved, and that business cases (justifications) underpin our approach.
This five-day course will take you through an explanation of these fundamentals and show 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 concludes with a one and a half hour, scenario based, eight question multiple-choice exam, with the pass mark being 28/40 (70%). You will be appropriately prepared for this by our tutors throughout the course, and will sit two mock exams to raise your confidence levels.
Have you seen our Getting Started With Service Level Management’ article and downloaded our ‘ FREE Service Level Agreement (SLA) Template’? If you are looking for further tips then why not look at our new blog article ’12 Top Tips For Service Level Management’.
This course is made up of the modules listed below. Each module aims to help you understand each section and give you a full understanding of each subject.
The ITIL® Service Offerings & Agreements (SOA) intermediate certificate is one of the four capability courses that build on the knowledge gained from the ITIL® Foundation certificate. This capability phase is for those who wish to gain a deeper level of understanding of the ITIL® processes and roles, how they are implemented and interact.
The primary focus for this ITIL® Service Offerings & Agreements is to effectively translate the requirements of the business through discussions and negotiation, through:
All of our tutors are experienced Service Management experts, and they will explain in detail the relevant aspects of Service offerings and agreements from the Management perspective, its role in the ITIL® Lifecycle and the associated processes.
You will learn all about the following skills and abilities:
The course is applicable to those who:
You will be provided with:
Service Strategy is at the core of the ITIL® Lifecycle. Value creation begins here with understanding organisational objectives and customer needs. Every organisational asset including people, process and products should support the strategy. Service Strategy also provides guidance on how to view service management not only as an organisational capability but as a strategic asset. It describes the principles underpinning the practice of service management which are useful for developing service management policies, guidelines and processes across the ITIL® Lifecycle.
Where Service Strategy identifies the ‘what shall we do?’, Service Design identifies the ‘how should we do it?’. Service Design takes a holistic approach to the designs, ensuring all requirements are identified to cover the service throughout its Lifecycle, including process requirements, measurements and metrics, transitional and operational guidelines. The processes most closely associated with Service Offerings and Agreements are:
You will gain an understanding on how Service Offerings and Agreements related processes support the ITIL® Lifecycle by understanding how value is identified and included within service offerings, and how these offerings are managed as organisational needs change.
It will also become apparent from the training that service offerings and agreements form an essential element of the ITIL® Lifecycle. Only by understanding our customer and their requirements can we hope to provide services that underpin what the organisation needs to achieve both now and in the future.
By having a better understanding of the best-practice framework, and in this particular course, Service Offerings and Agreements, it will enable you to identify areas for improvement back at the workplace, and allow you to develop your current role further, and help you do your job better.The reward being advancement within your company and a potential to increase your salary!
Candidates are required to have completed the ITIL® Foundation Certificate in IT Service Management and have a minimum of two years relevant IT experience. Please note that as of May 2015 BCS requires evidence of this certificate. In order to sit the exam you must provide a paper photocopy of your ITIL® Foundation Certificate - please ensure you bring this with you on the first day of your course. If you fail to do so you will NOT be able to sit the exam.
Photographic ID is required for all exams, otherwise results will be withheld until proof has been provided.
It is not compulsory but it is recommended that you purchase the following volumes:
The latest ITIL® Core Volumes can be purchased through Purple Griffon for £85 per volume or £299 for the complete set of 5 volumes.
Please note that as of May 2015 PeopleCert requires evidence of this certificate. In order to sit the exam you must provide a paper photocopy of your ITIL® Foundation Certificate - please ensure you bring this with you on the first day of your course. If you fail to do so you will NOT be able to sit the exam.
The course ends with a 90 minute ‘closed book’ exam of a multiple-choice, scenario based, gradient-scored paper of 8 questions. Each question will have 4 possible answer options, one which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks.
The examination is taken on the afternoon of the 5th day.
Our classroom based ITIL® Service Offerings & Agreements training course does not currently attract any Professional Development Units – PDU's.
The course does however give you 4 Credits towards the ITIL® Expert qualification.
Contact one of our helpful account managers who will be able to assist you in deciding your next steps – whether this is sitting another Capability course, or something else, such as a Lifecycle or Specialist course perhaps.
The ITIL® Service Offerings and Agreements course will provide you with the details, guidance and key steps that are needed if you are working within the Service Strategy and Service Design phases of the ITIL® lifecycle within your organisation. Service Offerings and Agreements is crucial in identifying our customers, interaction and understanding to allow the service provider to create the value required, and ensures service realignment or new offerings as organisational needs change. By achieving a pass mark in this exam, you will be awarded 4 points towards your ITIL® Credit Score, with a total of 22 points being required in order to be awarded the ITIL® Expert certification.
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