​ITIL Service Offerings and Agreements Course

The Service Offerings and Agreements (SOA) module is one of the qualifications in the ITIL Service Capability stream. This course looks at the practical application of SOA practices in order to enable portfolio, service level, service catalogue, demand, supplier and financial management.

Course Overview

Get Service Offerings and Agreements certified online at your own pace, at times that suit you – wholly online, this eLearning course is available on demand and provides you with the option to watch the videos as many times as you need to ensure that you fully understand the concepts before moving on.

90 or 150 days online access – spread the 21 hours of study over the period that best suits you. The flexibility of the on-demand learning allows you to learn at the times you’re available.

ITSM Zone’s accreditation from PeopleCert for this course is your guarantee that the material is accurate and relevant to the current syllabus.

Your access to online SOA training provides you with e-Learning videos, quizzes, exercises, study tracker, study guides and official syllabus, plus official sample exams. No additional resources are required – everything that you need to understand the concepts and principles is included.

Tutor support is provided to all our students and is included in the course price. Our team is made up of qualified industry experts who have a wealth of knowledge and experience.

24/7 helpdesk on hand to help you whenever you need it. We’re proud of the support that we offer to our students, and we consistently receive an average rating of over 9/10 for the quality and speed of our support teams.

Includes free 30 minute Training+ Virtual Mentor session. With over 30 mentors available, we’re confident that we can provide a mentor with the right skills and experiences to answer your questions. This session is your opportunity to set the agenda and ask the expert for the answers that you need. Learn more about virtual mentors

Course Contents

This Intermediate level certification will offer you an introduction to Service Offerings and Agreements processes

10 Modules

​divided into easy to absorb lessons

Includes

video tutorials, study guides and quizzes

Study duration:

30 hours mandatory study, also 12 hours self-study with the Service Design and Service Strategy core volumes is recommended

Lessons in this training

  • Module 1 – Service Management
    • Module 1 – Lesson 1 – SOA and the Service Lifecycle
    • Module 1 – Lesson 2 – Design Coordination
    • Module 1 – Lesson 3 – Customer Requirements
    • Module 1 – Lesson 4 – Return on Investment and the Business Case
  • Module 2 – Service Portfolio Management
    • Module 2 – Lesson 1 – Service Portfolio Management Introduction
    • Module 2 – Lesson 2 – Business Services and IT Services
    • Module 2 – Lesson 3 – The Service Portfolio Management Process
    • Module 2 – Lesson 4 – Activities, Methods and Techniques Part 2
    • Module 2 – Lesson 5 – Activities, Methods and Techniques Part 2
  • Module 3 – Service Catalogue Management
    • Module 3 – Lesson 1 – Process Overview
    • Module 3 – Lesson 2 – Service Catalogue Management and Service Portfolio Management
    • Module 3 – Lesson 3 – Policies, Principles and Basic Concepts
    • Module 3 – Lesson 4 – Process Management
  • Module 4 – Service Level Management
    • Module 4 – Lesson 1 – Process Overview
    • Module 4 – Lesson 2 – Process Activities
    • Module 4 – Lesson 3 – Service Level Management and the Customer
    • Module 4 – Lesson 4 – Process Deliverables
    • Module 4 – Lesson 5 – Process Management
    • Module 4 – Lesson 6 – Process Interfaces
  • Module 5 – Demand Management
    • Module 5 – Lesson 1 – Process Overview
    • Module 5 – Lesson 2 – Policies, Principles and Basic Concepts
    • Module 5 – Lesson 3 – Process Activities, Methods and Techniques
    • Module 5 – Lesson 4 – Developing Differentiated Offerings
    • Module 5 – Lesson 5 – Process Management
  • Module 6 – Lesson 1 – Process Overview
    • Module 6 – Lesson 2 – Policies, Principles and Basic Concepts
    • Module 6 – Lesson 3 – Activities, Methods and Techniques
    • Module 6 – Lesson 4 – Supplier Categorisation
    • Module 6 – Lesson 5 – Process Management
  • Module 7 – Financial Management
    • Module 7 – Lesson 1 – Process Overview
    • Module 7 – Lesson 2 – Policies and Basic Concepts
    • Module 7 – Lesson 3 – Accounting Part 1
    • Module 7 – Lesson 4 – Accounting Part 2
    • Module 7 – Lesson 5 – Budgeting
    • Module 7 – Lesson 6 – Charging
    • Module 7 – Lesson 7 – Process Management
  • Module 8 – Business Relationship Management
    • Module 8 – Lesson 1 – Process Overview
    • Module 8 – Lesson 2 – Policies, Principles and Basic Concepts
    • Module 8 – Lesson 3 – Activities, Methods and Techniques
    • Module 8 – Lesson 4 – Process Management
  • Module 9 – Technology and Implementation
    • Module 9 – Lesson 1 – Service Design Technology Requirements
    • Module 9 – Lesson 2 – Technology and Tool Evaluation
    • Module 9 – Lesson 3 – Planning and Implementing Service Management Technology
    • Module 9 – Lesson 4 – Service Management Implementation
    • Module 9 – Lesson 5 – Lifecycle Challenges, Critical Success Factors and Risks
  • Module 10 – The Sample Exam

Course Samples

Course Pre-requisites

  • Delegates must hold the ITIL Foundation Certificate in IT Service Management (ITIL V3 or later, or ITIL V2 + the V2-V3 Foundation Bridge)
  • ​30 hours of study via an accredited training solution – confirmed by your course completion certificate
  • 2 years IT experience is desirable
  • 12 hours of self-study using the Service Design and Service Strategy core volumes is recommended

Exam Details

Exam duration:

90 minutes

Exam format:

closed book, multiple choice

Exam delivery:

online, webcam proctored. Read more here

Exam pass mark:

70% (28/40 marks across 8 questions)

Exam language:

extra time is available for non-native English speakers.

Exam value:

4 ITIL credits

Exam vouchers sold separately to training unless you choose the recommended package

Pricing

Recommended Package

90 days access + Exam + eBook

  • 90 Days Online Access
  • Online Exam
  • SD - Core volume online access
  • SS - Core volume online access

Save $79

USD $1048 $969

Team Training

This training for teams
Book group training and receive:

  • Multi-user discounts
  • Dedicated account manager
  • ​Extended study periods available

Due to scheme regulations, this course can only be sold with the associated exam

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​This course is also part of our popular ​ITIL Expert Package – Includes all the Lifecycle & Capability courses, all with 365 days access.

Who's it for

This course is recommended for anyone working in project / program management or administration such as Project Managers or QMS Managers, or within management or business development, such as Account Managers or Service Delivery Managers

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