Service Offerings and Agreements (SOA) Course

OVERVIEW

The ITIL V3 Service Offerings and Agreements instructor-led training course presents methods to execute the operational-level tasks of the ITIL v3 Service Lifecycle processes, service agreements, and service delivery. The training is delivered in a practical, hands-on learning environment and using a case study-based approach. It is used to train and prepare attendees for the certification exam at the end of the course. At the end of the course there is a ninety-minute (90) scenario-based certification examination. Passing this examination leads to the certificate in Service Offerings and Agreements (SOA).

This course presents the following topics:

• Service Portfolio Management
• Service Level Management
• Service Catalogue Management
• Demand Management
• Supplier Management
• Financial Management

CLASSROOM INSTRUCTOR-LED COURSE

Registration Fee: $2,850                        Duration: 5 Days

The per-student registration fee for this classroom session includes:

• 5 days of instructor-led training and exercises
• Course manual
• Exam preparation: in-class mock exams
• Certification exam: 90 minute, multi-part, scenario-based, multiple choice questions

Complete this Booking Form and enter your specific dates for on-site training – minimum of 8 participants. Once the form is received the Training Registrar will contact you to complete the process.

ONLINE SELF-PACED COURSE

Complete this Booking Form to register for the online self-paced training and return it to us. The Training Registrar will contact you to complete the process.

CREDITS EARNED

• 4     ITIL@ Points
• 30  PDU Credits
• 3    College Credits

CURRICULUM

• Importance of service management and service operation principals and methods
• Use and importance of ITIL Service Offerings and Agreements while providing service
• How ITIL Service Offerings and Agreement processes interact with other ITIL Service Lifecycle processes
• The activities and best practices of each process relating to ITIL Service Offerings and service Agreements
• How to use the ITIL Service Offerings and Agreement processes, activities, and functions to achieve operational excellence
• How to measure ITIL Service Offerings and Agreements
• Importance and contributions of IT security to ITIL Service Offerings and Agreements
• Required technology and its implementation
• Challenges, critical success factors, and risks associated with ITIL Service Offerings and Agreements

PREREQUISITES

The ITIL v3 Foundation Certification in IT Service Management – obtained through ITIL v3 Foundation course or Foundation Bridge Course.

WHO SHOULD ATTEND

• CIOs, CTOs, managers, IT consultants, IT audit managers, IT security managers and ITSM trainers involved in the ongoing management, coordination and integration of strategizing activities within the Service Lifecycle
• Professionals responsible for managing, implementing, or consulting on ITIL processes
• Individuals seeking the ITIL Expert™ in IT Service Management