The ITIL Intermediate Qualification: Service Offerings and Agreements (SOA) Certificate is a freestanding qualification, but is also part of the ITIL Intermediate Capability stream, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management.

The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in service management as documented in the ITIL Service Lifecycle core publications.

The ITIL Certificate in Service Offerings and Agreements is intended to enable the holders of the certificate to apply SOA practices service management lifecycle and specifically in the following key ITIL process, role and function areas:

  • Service portfolio management
  • Service catalogue management
  • Service level management
  • Demand management
  • Supplier management
  • Financial management for IT services
  • Business relationship management

This course also introduces and explores the implementation of SOA practices, as well as technology considerations.

Learning outcomes

Candidates can expect to gain competencies in the following areas upon successful completion of the education and examination components related to this certification:
  • Overview of SOA processes and basic principles
  • The value to the business of SOA activities
  • How the SOA processes rely on a good business case
  • How the SOA processes rely on a good understanding of return on investment (ROI)
  • Processes across the service lifecycle pertaining to the service offerings and agreements
  • Curriculum:
    • Service portfolio management, which provides documentation for services and prospective services in business terms
    • Service catalogue management, which is concerned with the production and documentation of the service catalogue from a business and a technical viewpoint
    • Service level management, which sets up a service level agreement (SLA) structure and ensures that all SLAs have an underpinning support structure in place
    • Demand management, which identifies patterns of business activity to enable the appropriate strategy to be implemented
    • Supplier management, which ensures all partners and suppliers are managed in the appropriate way and includes contract management
    • Financial management for IT services, which includes ensuring understanding of the service value and the management of all financial considerations
    • Business relationship management, which ensures the customer’s requirements are correctly identified
    • SOA roles and responsibilities
    • Technology and implementation considerations
    • Challenges, critical success factors and risks

Who should attend

The target group of the ITIL Intermediate Qualification: Service Offerings and Agreements Certificate includes, but is not restricted to:
  • IT Professionals
  • Business managers
  • Business process owners
  • Individuals who require a deep understanding of the Service Offerings and Agreements processes and of how it may be used to enhance the quality of IT service support within an organisation
  • IT professionals who are working within an organisation that has adopted and adapted ITIL and who need to be informed about, and thereafter contribute to, an ongoing service improvement programme
  • Operational staff involved in service portfolio management; service level management; service catalogue  management; demand management; supplier management; financial management for IT services and business relationship management who wish to enhance their role-based capabilities
  • Individuals who have attained the ITIL Foundation Certificate in IT Service Management and wish to advance to higher level ITIL certifications
  • Individuals seeking the ITIL Expert Certificate in IT Service Management for which this qualification can be one of the prerequisite modules
The Service Offerings and Agreements qualification is critical for candidates in the following roles:
  • IT Management
  • IT Finance Manager
  • Capacity Manager
  • Availability Manager
  • Service Level Manager
  • Business Continuity Manager
  • Service Portfolio Manager
  • Supplier Relationship Manager

Course contents

  • Introduction to the concepts and terminology of the Service Lifecycle and
    the role of SOA within the Lifecycle
  • Demand Management and how it contributes to Service Offerings and Agreements
  • Service Portfolio and its relationship with the Service Catalogue and Service Pipeline
  • Service Catalogue Management process and how it is integrated with the Service Portfolio
  • Service Level Management process and deliverables
  • Supplier Management process and the interfaces and dependencies of the process
  • Financial Management contribution to the Service Lifecycle and the basic principles of Service Economics
  • Business Relationship Manager
  • Service Offerings and Agreements Roles and Responsibilities
  • Technology and Implementation Considerations as part of implementing service management process capabilities, and what special technology functions and features are related to Service Offerings and Agreements practices.
  • Service Offerings and Agreements
    Simulation

Course fees

Face-to-face classroom training

Course

Fees A$ Per Person

  • ITIL Capability: Service Offerings & Agreements
  • $3450 + gst

Pre-Requisites

  • Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management which shall be presented as documentary evidence to gain admission
  • Candidates who hold the following ITIL qualifications are also eligible, and similar evidence will be required:
    • Earlier ITIL (V2) Foundation plus FoundationBridge
    • ITIL Expert Certificate in IT Service Management (achieved via Service Manager or Practitioner bridging routes).
  • Candidates need to allow 2 hours per evening for homework and study

Examination

The exam is set by the official Accreditor AXELOS Limited and is offered via an accredited examinations institute.

  • Multiple choice examination questions
  • Eight questions per paper
  • 28 marks required to pass (out of 40 available) - 70%
  • 90 minutes’ duration
  • Closed book.