ITIL® Intermediate – Service Offerings and Agreement

Course Description

Service Offerings and Agreements (SOA) is part of the ITIL Intermediate Capability Stream and is one of the modules leading to the ITIL Expert Certification. This course focuses on the practical aspects of processes associated with service offerings and agreements. It is recommended for individuals who require a deeper understanding of the SOA processes and how they may be implemented to enhance the quality of IT service management within an organization.

Who Should Attend

This course is suitable for:

  • IT professionals working in roles associated with Service Strategy and Service Design and need to contribute to service improvement programmes
  • Operational staff, team leads, and managers who wish to enhance their role-based capabilities in service portfolio management, service level management, service catalogue management, demand management, supplier management, financial management for IT services and business relationship management
  • Individuals who have attained the ITIL Foundation Certificate and wish to advance to the ITIL Expert Certification.

Course Objectives

On completion of this course, participants can expect to gain competence in:

  • Deeper knowledge of service portfolio management, service level management, service catalogue management, demand management, supplier management, financial management for IT services and business relationship management
  • Challenges, critical success factors and risks associated with service offerings and agreements
  • How SOA processes rely on a good business case
  • How SOA processes rely on a good understanding on returns on investment (ROI)

Course Outline

1. Introduction to SOA

  • The value to the business of SOA activities
  • The lifecycle within the SOA context
  • How services deliver value to customers and the business and the relevance to the SOA processes
  • How requirements are identified through the SOA processes
  • Understanding return on investment (ROI) and the business case

2. Service Portfolio Management

  • Service portfolio management, including concepts, methods, activities, roles and operation as well as its organizational structure and the interfaces with other processes
  • Service portfolio management in relationship to the service catalogue and service pipeline and how these support SOA
  • Metrics and critical success factors (CSFs) associated with service portfolio management in support of SOA

3. Service Catalogue Management

  • Service catalogue management, including its concepts, activities, roles and operation as well as its organizational structure and the interfaces with other processes
  • Service catalogue in relationship to the service portfolio, the business catalogue, the technical service catalogue and how these components are used to ensure service quality within SOA
  • Metrics and CSFs associated with service catalogue management in support of SOA

4. IT Service Level Management

  • Service level management (SLM), including its concepts, activities, roles and operation as well as its organizational structure and any interfaces with other processes
  • SLM components and activities, including service level agreements (SLAs) structures, service level requirements (SLRs), operational level agreements (OLAs), CSFs, underpinning contracts (UCs), their metrics, performance and monitoring
  • How these components are used to ensure service quality within SOA

5. Demand Management

  • Demand management process, including its concepts, activities, roles and operation as well as its organizational structure and any interfaces with other processes
  • Demand for services especially in relation to patterns of business activity and how it is used within SOA
  • Service portfolio interaction with demand management and how demand can be managed for service in relation to providing business benefits and in support of SOA
  • Metrics and CSFs associated with demand management in support of SOA

6. Supplier Management

  • Supplier management process inclusive of its concepts, activities, roles and operation including its organizational structure as well as any interfaces with other processes
  • Supplier management components and activities (for example supplier categorization, supplier evaluation, supplier and contract database, metrics and CSFs) and how these are used to ensure service quality within SOA

7. Financial Management for IT Services

  • Financial management for IT services, including its concepts, activities, roles and operation as well as its organizational structure and any interfaces with other processes
  • Financial management for IT services components and activities, including budgeting, accounting and charging and how these are used to ensure service quality within SOA
  • Metrics and CSFs associated with financial management for IT services in support of SOA

8. Business Relationship Management

  • Business relationship management, including its concepts, activities, roles and operation as well as its organizational structure and any interfaces with other processes
  • Metrics and CSFs associated with business relationship management in support of SOA

9. SOA Roles and Responsibilities

  • The roles and responsibilities related to all of the SOA processes

10. Technology and Implementation Considerations

  • Service management tools and where/how they would be used within SOA for process implementation
  • The tools that support SOA
  • What best practices should be used in order to alleviate challenges and risks when implementing Service Management technologies and designing technology architectures
Course Duration 5 days
9.00am – 5.00pm daily
Pre-requisites ITIL Foundation Certificate in IT Service Management
OR ITIL V2 Foundation plus Foundation Bridge certificates

Course registrants must provide a scanned copy of their ITIL Foundation Certificate (or ITIL V2 Foundation plus Foundation Bridge Certificates) before they can attend the course.

Examination Format 90 minutes
8 multiple choice, scenario-based, gradient-scored questions
70% pass mark (i.e. 28 out of 40)
Closed book
Examination will be held on the last day of the course.
Certificate ITIL Intermediate Qualification: Service Offerings and Agreements Certificate
ITIL Credits 4 credit points towards the ITIL Expert Certification