ITIL® 2011 Intermediate Training: Service Offerings & Agreements (SOA)

ITIL® 2011 Intermediate TrainingPC Ax Logo

Service Offerings & Agreements (SOA)

Course Content

The course consists of formal lecturing, group discussions, in-course assignments, and a practice examination. Candidates can expect to gain
competence 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 anunderpinning 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

Course Profile

This 5 day course leads to the ITIL Intermediate Certificate – Service Offerings & Agreements (SOA). This is a
free-standing qualification, but is also part of the ITIL Intermediate Capability stream, and one of the modules that
leads to the ITIL: 2011 Expert Certificate in IT Service Management.

This course is designed for individuals who require a deep understanding of Service Offerings & Agreements processes and how they may be used
to enhance the quality of IT service support within an organisation. The core ITSM disciplines covered on this course are:

 Service Portfolio Management
 Service Catalogue Management
 Service Level Management
 Demand Management
 Supplier Management
 Financial Management
 Business Relationship Management

Course Pre-requisites

Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service
Management (the v3 2007/2011 Foundation or v2 Foundation plus Bridge Certificate). Candidates must be able to demonstrate
compliance to this requirement by producing their certificate(s) on the first day of course.


We are proud to be Accredited with PeopleCert through our Syzygal Partnership and offer PMI PDU's for our training classes.

Setting a New Standard - Return on Partnerships (ROP) - Working in partnership with Syzygal, IBEX provides professional development ed­ucation, e-learning and consulting solutions. The foundation of our partnership model is specialization in the areas of IT Service Management, Enterprise Governance, Project Management and IT Security Management. Our focus is on supporting and promoting world-renowned, industry recognized frameworks and standards. In doing so, we help our clients develop world-class, business centric IT Services and business change envi­ronments. With a global reach we can provide your organization with innovative solutions to help navigate your business to tangible and measurable improvements, through direct consultancy engagements or training and education services.

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Contact Information

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(678) 752-7542 x104


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