ITIL® v3 Capability: Service Offerings and Agreements Training

Level: Intermediate
Rating: 4.7/5 4.66/5 Based on 65 Reviews

Gain the foundational knowledge and skills to plan, implement, and optimize IT processes in this ITIL Service Capability: Service Offerings and Optimization course. This Intermediate SOA course focuses on the practical application of SOA practices in order to enable portfolio, service level, service catalogue, demand, supplier and financial management. Plus, it prepares you to pass the Intermediate level ITIL SOA certification exam, and provides four credits towards your ITIL Expert certification.

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

  • Self-paced, on-demand learning option
  • Exclusive LinkedIn community support included
  • 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
View Bundle Details & Schedule

Standard $1675/ Year

Government $1675/Year

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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 toward your ITIL Expert certification.

On-Demand Training Outline

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

  • Module 01: Service Management as a Practice

    • 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 & Practices
    • 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
    • Analyze
    • 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 practice 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 center.

  • 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

Team Training

ITIL® Service Lifecycle Overview Chart

The 5 Phases for Successful Implementation

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