ITIL® Service Capability: Service Offerings and Agreements Certification Training

Level: Intermediate
RATING: 4.7/5 4.73/5 Based on 118 Reviews


Gain the knowledge and skills you need to plan, implement, and optimise service design processes in this ITIL Service Capability: Service Offerings and Optimisation training. Intermediate SOA focuses on the practical application of SOA practises in order to enable portfolio, service level, service catalogue, demand, supplier and financial management.

Key Features of this ITIL Service Offerings and Agreements Certification Training:

  • Choose from blended on-demand and instructor-led learning options
  • ITIL Success Package and exclusive LinkedIn community support included (premium training only)
  • ITIL exam voucher included

You Will Learn How To:

  • Prepare for and pass the ITIL Service Offerings and Agreements (SOA) exam
  • Outline key activities for the SOA processes
  • Achieve operational excellence using the SOA activities and functions
  • Measure the success of SOA by evaluating challenges, critical success factors, and risks

Certifications/Credits:

APM Group--ITIL PMI 30 PDU

Choose the ITIL Training Solution That Best Fits Your Needs

ON DEMAND

On Demand & Instructor Coaching

Unlimited annual access to:

  • On-demand ITIL SOA modules, courseware, and instructor support
  • Earn PMI PDUs for self-directed learning
  • Exam voucher included
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Standard £1000/ Year

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LIVE, INSTRUCTOR-LED

In Class & Live, Online Training

Unlimited annual access to:

  • 5-day instructor-led training course
  • Earn 30 PMI PDUs
  • Earn 30 NASBA CPEs (live, in-class attendance only)
  • One-on-one after-course instructor coaching
  • Exam voucher included
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Standard £1295

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Unlimited annual access to:

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Standard £1750/Year

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Our flexible, easy-to-redeem training vouchers are available to any employee within your organisation. For details, please call 0800 282 353 or chat live.

On Demand & Instructor Coaching

ITIL On-Demand Training Information

You get annual access to an on-demand ITIL SOA course, official courseware, and support directly from the course instructor.

  • Prerequisites

    • Must hold the ITIL Foundation Certificate (see Course 1197, Achieving ITIL® Foundation Certification)
  • Certification Information

    • Achieving the ITIL Intermediate Qualification: Service Offerings and Agreements certificate provides four credits towards your ITIL Expert certification.

On-Demand Training Outline

  • Module 00: ITIL© 2011: Service Offerings and Agreements - Course Introduction

  • Module 01: Service Management as a Practise

    • Components of the Service Lifecycle
    • What is a Service?
    • What comprises value?
    • What is Service Management?
  • Module 02: Processes, Functions and Generic Roles

    • Processes & Functions
    • Generic Roles
  • Module 03: Service Management Key Concepts

    • The 4Ps of Strategy
    • The 4Ps of Service Design
    • Portfolio Pipeline and Catalogue
  • Module 04: Introduction to SOA

    • Strategy Management for IT Services
    • Design Coordination Concepts underpinning SOA
    • Implementing Processes & Practises
    • Exercise: Sample Exam Question
  • Module 05: Exercise: Implementing Challenges, CSFS/KPIS and Risks

  • Module 06: Service Portfolio Management Part 1

    • Purpose & Objective
    • Value to the business
  • Module 07: Service Portfolio Management Part 2

    • Policies/Principles/Basic Concepts
    • Various Portfolios Introduction to Activities
  • Module 08: Service Portfolio Management Part 3

    • Define
    • Analyse
    • Approve
    • Charter
  • Module 09: Service Portfolio Management Part 4

    • Roles
    • Triggers, Inputs/Outputs & Interfaces
    • Information Management
    • Metrics
    • Exercise: Sample Exam Question
  • Module 10: Service Catalogue Management Part 1

    • Purpose & Objective
    • Value to the business
    • Policies/Principles/Basic Concepts
  • Module 11: Service Catalogue Management Part 2

    • Activities
    • Roles
    • Triggers, Inputs/Outputs & Interfaces
    • Information Management
    • Metrics
    • Exercise: Sample Exam Question
    • Exercise: Write a Catalogue Entry
  • Module 12: Business Relationship Management Part 1

    • Purpose & Objective
    • Value to the business
    • Policies/Principles/Basic Concepts
  • Module 13: Business Relationship Management Part 2

    • Activities
    • Roles
    • Triggers, Inputs/Outputs & Interfaces
    • Information Management
    • Metrics
    • Exercise: Sample Exam Question
    • Exercise: BRM Sources of Information
  • Module 14: Service Level Management Part 1

    • Purpose & Objective
    • Value to the business
    • Policies/Principles/Basic Concepts
  • Module 15: Service Level Management Part 2

    • Designing SLA frameworks
    • Negotiation
    • Service Reporting
    • Complaints and compliments
  • Module 16: Service Level Management Part 3

    • Roles
    • Triggers, Inputs/Outputs & Interfaces
    • Information Management
    • Metrics
    • Exercise: Sample Exam Question
    • Exercise: SLA Review
  • Module 17: Supplier Management Part 1

    • Purpose & Objective
    • Value to the business
    • Policies/Principles/Basic Concepts
    • Activities
  • Module 18: Supplier Management Part 2

    • Activities
    • Roles
    • Triggers, Inputs/Outputs & Interfaces
    • Information Management
    • Metrics
    • Exercise: Sample Exam Question
  • Module 19: Demand Management Part 1

    • Purpose & Objective
    • Value to the business
    • Policies/Principles/Basic Concepts
    • Activities
  • Module 20: Demand Management Part 2

    • Roles
    • Triggers, Inputs/Outputs & Interfaces
    • Information Management
    • Metrics
    • Exercise: Sample Exam Question
  • Module 21: Financial Management Part 1

    • Purpose & Objective
    • Value to the business
    • Policies/Principles/Basic Concepts
  • Module 22: Financial Management Part 2

    • Accounting
    • Cost Model
    • Cost Type, Elements, Classification
    • Depreciation
  • Module 23: Financial Management Part 3

    • Budgeting
    • Charging
    • Pricing and Billing
  • Module 24: Financial Management Part 4

    • Roles
    • Triggers, Inputs/Outputs & Interfaces
    • Information Management
    • Metrics
    • Exercise: Sample Exam Question
    • Exercise: Cost Model for a Desktop Environment
  • Module 25: Service Management Technology

    • Tool Selection Process
    • SD Tools
    • Plan & Implement SM Technologies
    • Exercise: Sample Exam Question
  • Module 26: Exam Tips

    • Understanding the exam process
    • Exam questions and grading
    • Taking the exam
    • Using the practise exams

ITIL Service Offerings and Agreements FAQs

  • How will I access my course materials if I choose this method?

    Once payment is received, you will receive an email from Learning Tree with all the links and information you need to get started.

  • How do I use my exam voucher to take the ITIL SOA exam?

    After you receive your ITIL SOA exam voucher from Learning Tree, the exam can be taken any time after the course is completed via PeopleCert (online) or at an eligible testing centre.

  • How do I receive PMI PDU's for the on-demand course?

    This on-demand course qualifies to provide you with continuing education credits in the PMI Schema. To record your PDU's follow these steps: 

    • Go to https://www.pmi.org/
    • Log in using your registered user name
    • Go to myPMI, then select Report PDUs on CCRS
    • Select Course or Training category
    • Fill in all required information

In Class & Live, Online Training

  • 18 - 22 Feb ( 5 Days)
    9:00 AM - 5:00 PM GMT
    London / Online (AnyWare) London / Online (AnyWare) Reserve Your Seat

  • 3 - 7 Jun ( 5 Days)
    9:00 AM - 5:00 PM BST
    London / Online (AnyWare) London / Online (AnyWare) Reserve Your Seat

  • 7 - 11 Oct ( 5 Days)
    9:00 AM - 5:00 PM BST
    London / Online (AnyWare) London / Online (AnyWare) Reserve Your Seat

  • AFTERNOON START: Attend these live courses online via Anyware

    14 - 18 Jan ( 5 Days)
    2:00 PM - 10:00 PM GMT
    New York / Online (AnyWare) New York / Online (AnyWare) Reserve Your Seat

  • 29 Apr - 3 May ( 5 Days)
    2:00 PM - 10:00 PM BST
    Herndon, VA / Online (AnyWare) Herndon, VA / Online (AnyWare) Reserve Your Seat

  • 13 - 17 May ( 5 Days)
    2:00 PM - 10:00 PM BST
    Alexandria, VA / Online (AnyWare) Alexandria, VA / Online (AnyWare) Reserve Your Seat

  • 8 - 12 Jul ( 5 Days)
    2:00 PM - 10:00 PM BST
    New York / Online (AnyWare) New York / Online (AnyWare) Reserve Your Seat

  • 30 Sep - 4 Oct ( 5 Days)
    2:00 PM - 10:00 PM BST
    Alexandria, VA / Online (AnyWare) Alexandria, VA / Online (AnyWare) Reserve Your Seat

  • 28 Oct - 1 Nov ( 5 Days)
    1:00 PM - 9:00 PM GMT
    Herndon, VA / Online (AnyWare) Herndon, VA / Online (AnyWare) Reserve Your Seat

Guaranteed to Run

When you see the "Guaranteed to Run" icon next to a course event, you can rest assured that your course event — date, time, location — will run. Guaranteed.

ITIL Service Offerings and Agreements Course Information

  • Prerequisites

    • Must hold the ITIL Foundation Certificate (see Course 1197, Achieving ITIL® Foundation Certification)
  • Certification Information

    • Achieving the ITIL Intermediate Qualification: Service Offerings and Agreements certificate provides four credits towards your ITIL Expert certification.
  • Course Preparation

    • Before your event, you will receive via email a Pre-Course Study Guide and the ITIL Service Offerings and Agreements Handbook. The Pre-Course Study Guide will let you know which parts of the ITIL Foundation Handbook you should study before class. The Pre-Course Study Guide also contains the official ITIL Service Offerings and Agreements Certificate syllabus, which you should read.

ITIL Service Offerings and Agreements Course Outline

  • ITIL Service Offerings and Agreements (SOA): Introduction and Overview

    • The context in the service lifecycle of the SOA processes
    • Strategy management for IT services
    • Design coordination
  • Service Portfolio and Service Catalogue Management

    Principles of service portfolio management

    • Relationship to the service catalogue and service pipeline
    • Thinking strategically
    • Achieving customer focus
    • Designing the service portfolio
    • Allocating resources
    • Linking business and IT services

    Integrating the service catalogue

    • Purpose, goals and objectives
    • Technical and business service catalogues
    • Detailing operational services
    • Using key metrics and critical success factors
    • Producing a service catalogue
  • Service Level Management (SLM)

    Service level management goals

    • The significance of SLM to the service lifecycle
    • How SLM creates business value
    • Analysing and explaining the scope of the process
    • Policies, principles and basic concepts of SLM

    The service level management process

    • Negotiating Service Level Agreements (SLAs)
    • Deliverables, roles and responsibilities
    • SLAs, OLAs and review meetings
    • Service improvement plans
    • Monitoring service performance against SLAs
  • Demand and Supplier Management

    Demand management

    • Activity-based demand management and business activity patterns
    • Managing capacity to maximise value
    • Identifying patterns of business activity
    • Connecting demand management to the service portfolio

    Supplier management

    • Analysing the use of the supplier management process
    • Process, scope and objectives
    • Evaluating new suppliers
    • Supplier categorization and maintenance of the supplier and contract database
    • Ensuring supplier performance
    • Contract management and administration
  • Financial Management for IT Services

    How financial management contributes to the service lifecycle

    • Managing financial considerations
    • The scope, purpose and goals of the process
    • Basic concepts: funding, accounting and charging

    Principles of financial management

    • Value to the business
    • Building a business case
    • Applying information management
    • Generating and disseminating information
    • Dealing with challenges and risks
  • Business Relationship Management (BRM)

    • The purpose, objectives and scope of BRM
    • Process activities, methods and techniques
    • Triggers, inputs, outputs and interfaces
    • Critical success factors and key performance indicators
  • Roles and Responsibilities

    • Service portfolio management
    • Service catalogue management
    • Service level management
    • Supplier manager
  • Technology and Implementation Considerations

    • Technology implementation as part of implementing service management
    • Special technology functions related to SOA
    • Generic requirements and evaluation criteria
    • Good practises for implementation
    • Challenges, critical success factors and risks

ITIL Service Offerings and Agreements FAQs

  • What is ITIL SOA?

    As one of the certifications in the ITIL Service Capability work stream, the Service Offerings and Agreements module focuses on the application of SOA practises in a practical way. 

  • How do I take the ITIL SOA exam?

    The ITIL SOA exam can be taken on the last day of the course (in-class), or any time after the course is completed via PeopleCert (online) or at an eligible testing centre.

  • Can I obtain ITIL Intermediate Service Offerings and Agreements certification online?

    Yes! We know your busy work schedule may prevent you from getting to one of our classrooms which is why we offer convenient online training to meet your needs wherever you want. This course is available in class, online, or as a private team training event.

  • What background do I need to take the instructor-led class?

    Basic IT literacy and around two years of IT experience.

  • What do I need to complete before the instructor-led class?

    Before your event, you will be sent a Pre-Course Study Guide and the Service Offerings and Agreements ITIL 2011 Intermediate Capability Handbook, which you should read as part of the 12 hours of personal study.

    You should acquire and read the Service Offerings and Agreements ITIL 2011 Intermediate Capability Handbook, focusing on Chapter 2, and review your ITIL Foundation course materials

  • How do I use my exam voucher to take the ITIL SOA exam?

    The ITIL Service Offerings and Agreements exam can be taken on the last day of the course (in-class), or any time after the instructor-led or on-demand course is completed via an online proctored exam with PeopleCert.

     

Unlimited Access to Everything

  • 18 - 22 Feb ( 5 Days)
    9:00 AM - 5:00 PM GMT
    London / Online (AnyWare) London / Online (AnyWare)

  • 3 - 7 Jun ( 5 Days)
    9:00 AM - 5:00 PM BST
    London / Online (AnyWare) London / Online (AnyWare)

  • 7 - 11 Oct ( 5 Days)
    9:00 AM - 5:00 PM BST
    London / Online (AnyWare) London / Online (AnyWare)

  • AFTERNOON START: Attend these live courses online via Anyware

    14 - 18 Jan ( 5 Days)
    2:00 PM - 8:00 AM GMT
    New York / Online (AnyWare) New York / Online (AnyWare)

  • 29 Apr - 3 May ( 5 Days)
    2:00 PM - 8:00 AM BST
    Herndon, VA / Online (AnyWare) Herndon, VA / Online (AnyWare)

  • 13 - 17 May ( 5 Days)
    2:00 PM - 8:00 AM BST
    Alexandria, VA / Online (AnyWare) Alexandria, VA / Online (AnyWare)

  • 8 - 12 Jul ( 5 Days)
    2:00 PM - 8:00 AM BST
    New York / Online (AnyWare) New York / Online (AnyWare)

  • 30 Sep - 4 Oct ( 5 Days)
    2:00 PM - 8:00 AM BST
    Alexandria, VA / Online (AnyWare) Alexandria, VA / Online (AnyWare)

  • 28 Oct - 1 Nov ( 5 Days)
    1:00 PM - 5:00 AM GMT
    Herndon, VA / Online (AnyWare) Herndon, VA / Online (AnyWare)

Guaranteed to Run

When you see the "Guaranteed to Run" icon next to a course event, you can rest assured that your course event — date, time, location — will run. Guaranteed.

ITIL Unlimited Access Training Information

You get annual access to an on-demand ITIL SOA course, unlimited retakes of our 5 day instructor-led class, official courseware, and support directly from the course instructor.

  • Prerequisites

    Must hold the ITIL Foundation Certificate (see Achieving ITIL® Foundation Certification) Certification Information: Achieving the ITIL Intermediate Qualification: Service Offerings and Agreements certificate provides four credits towards your ITIL Expert certification. 

  • Certification Information

    Achieving the ITIL Intermediate Qualification: Service Offerings and Agreements certificate provides four credits towards your ITIL Expert certification.
  • All-Inclusive — ITIL Exam Success Package, After-Course Coaching, Exam Fee

    Learning Tree is with you from the beginning of your planning until you pass your certification exams with Unlimited FREE Exam and Course retakes for a year, plus coaching with your instructor to help you prepare for your exam or answer real-world ITIL implementation challenges. In fact, successful ITIL implementation often relies on key internal sponsors to ensure the required culture change occurs after ITIL training, so your instructor can help identify important next steps. ITIL course attendees that would like to retake their ITIL course or exam must do so within 12 months of the original course date and will not be charged for their retake. If an attendee fails an exam and then two retakes, the attendee must re-attend the course before taking the exam again.

On-Demand Training Outline

  • Module 00: ITIL© 2011: Service Offerings and Agreements - Course Introduction

  • Module 01: Service Management as a Practise

    • Components of the Service Lifecycle
    • What is a Service?
    • What comprises value?
    • What is Service Management?
  • Module 02: Processes, Functions and Generic Roles

    • Processes & Functions
    • Generic Roles
  • Module 03: Service Management Key Concepts

    • The 4Ps of Strategy
    • The 4Ps of Service Design
    • Portfolio Pipeline and Catalogue
  • Module 04: Introduction to SOA

    • Strategy Management for IT Services
    • Design Coordination Concepts underpinning SOA
    • Implementing Processes & Practises
    • Exercise: Sample Exam Question
  • Module 05: Exercise: Implementing Challenges, CSFS/KPIS and Risks

  • Module 06: Service Portfolio Management Part 1

    • Purpose & Objective
    • Value to the business
  • Module 07: Service Portfolio Management Part 2

    • Policies/Principles/Basic Concepts
    • Various Portfolios Introduction to Activities
  • Module 08: Service Portfolio Management Part 3

    • Define
    • Analyse
    • Approve
    • Charter
  • Module 09: Service Portfolio Management Part 4

    • Roles
    • Triggers, Inputs/Outputs & Interfaces
    • Information Management
    • Metrics
    • Exercise: Sample Exam Question
  • Module 10: Service Catalogue Management Part 1

    • Purpose & Objective
    • Value to the business
    • Policies/Principles/Basic Concepts
  • Module 11: Service Catalogue Management Part 2

    • Activities
    • Roles
    • Triggers, Inputs/Outputs & Interfaces
    • Information Management
    • Metrics
    • Exercise: Sample Exam Question
    • Exercise: Write a Catalogue Entry
  • Module 12: Business Relationship Management Part 1

    • Purpose & Objective
    • Value to the business
    • Policies/Principles/Basic Concepts
  • Module 13: Business Relationship Management Part 2

    • Activities
    • Roles
    • Triggers, Inputs/Outputs & Interfaces
    • Information Management
    • Metrics
    • Exercise: Sample Exam Question
    • Exercise: BRM Sources of Information
  • Module 14: Service Level Management Part 1

    • Purpose & Objective
    • Value to the business
    • Policies/Principles/Basic Concepts
  • Module 15: Service Level Management Part 2

    • Designing SLA frameworks
    • Negotiation
    • Service Reporting
    • Complaints and compliments
  • Module 16: Service Level Management Part 3

    • Roles
    • Triggers, Inputs/Outputs & Interfaces
    • Information Management
    • Metrics
    • Exercise: Sample Exam Question
    • Exercise: SLA Review
  • Module 17: Supplier Management Part 1

    • Purpose & Objective
    • Value to the business
    • Policies/Principles/Basic Concepts
    • Activities
  • Module 18: Supplier Management Part 2

    • Activities
    • Roles
    • Triggers, Inputs/Outputs & Interfaces
    • Information Management
    • Metrics
    • Exercise: Sample Exam Question
  • Module 19: Demand Management Part 1

    • Purpose & Objective
    • Value to the business
    • Policies/Principles/Basic Concepts
    • Activities
  • Module 20: Demand Management Part 2

    • Roles
    • Triggers, Inputs/Outputs & Interfaces
    • Information Management
    • Metrics
    • Exercise: Sample Exam Question
  • Module 21: Financial Management Part 1

    • Purpose & Objective
    • Value to the business
    • Policies/Principles/Basic Concepts
  • Module 22: Financial Management Part 2

    • Accounting
    • Cost Model
    • Cost Type, Elements, Classification
    • Depreciation
  • Module 23: Financial Management Part 3

    • Budgeting
    • Charging
    • Pricing and Billing
  • Module 24: Financial Management Part 4

    • Roles
    • Triggers, Inputs/Outputs & Interfaces
    • Information Management
    • Metrics
    • Exercise: Sample Exam Question
    • Exercise: Cost Model for a Desktop Environment
  • Module 25: Service Management Technology

    • Tool Selection Process
    • SD Tools
    • Plan & Implement SM Technologies
    • Exercise: Sample Exam Question
  • Module 26: Exam Tips

    • Understanding the exam process
    • Exam questions and grading
    • Taking the exam
    • Using the practise exams

ITIL Service Offerings and Agreements FAQs

  • How will I access my course materials if I choose this method?

    Once payment is received, you will receive an email from Learning Tree with all the links and information you need to get started.

  • What background do I need to take the instructor-led class?

    Basic IT literacy and around two years of IT experience.

  • What do I need to complete before the instructor-led class?

    Before your event, you will be sent a Pre-Course Study Guide and the Service Offerings and Agreements ITIL 2011 Intermediate Capability Handbook, which you should read as part of the 12 hours of personal study

    You should acquire and read the Service Offerings and Agreements ITIL 2011 Intermediate Capability Handbook, focusing on Chapter 2, and review your ITIL Foundation course materials

  • How do I use my exam voucher to take the ITIL SOA exam?

    The ITIL Service Offerings and Agreements exam can be taken on the last day of the course (in-class), or any time after the instructor-led or on-demand course is completed via PeopleCert (online) or at an eligible testing centre.

  • How do I receive PMI PDU's for the on-demand course?

    This on-demand course qualifies to provide you with continuing education credits in the PMI Schema. To record your PDU's follow these steps:

    • Go to https://www.pmi.org/  
    • Log in using your registered user name
    • Go to myPMI, then select Report PDUs on CCRS
    • Select Course or Training category
    • Fill in all required information

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