Course Summary
This 4 day course provides a detailed exploration of the Service Offerings and Agreements (SOA) module of the ITIL Service Capability stream.
The course takes an in-depth look at the ITIL guidance and moves onto the practical methods of applying SOA in organisations today.
Questions? Just ask.
Speak to a specialist before you book.
Call us on +44 (0) 1753 859 344 or email us at hello@thynk.co.uk.
Key Info
Who the course is for and what you’ll get out of it.
Who Should Attend
The Service Capability stream takes an in-depth look at ITIL processes. This course is more suited to IT professionals with specific SOA responsibilities than managers seeking a more general, high-level overview.
This course is suitable for all IT professionals requiring a knowledge of ITIL SOA.
It may also suitable for business managers and process owners related to IT and is also suitable for anyone who is working toward the ITIL V3 Expert or Master certificates.
See ‘What You Will Learn’ and the ‘Course Contents’ on this page to check if the course is right for you.
What You Will Learn
- Service management as a practice
- How to manage and measure all SOA processes
- How SOA processes interact with other processes in the ITIL Service Lifecycle
- SOA roles and responsibilities
- How to organise IT to accommodate SOA
- How to implement SOA and key considerations
Prerequisites
You need to hold the ITIL V3 Foundation certificate to enrol for this course. You can also attend this course if you hold both the ITIL V2 Foundation and Foundation Bridge certificates.
In addition, it is recommended that you have an exposure to IT service management, ideally including service level and supplier management.
Attending the Service Strategy and Service Design Course first or reading the core ITIL publications (especially Service Strategy and Service Design) is highly recommended.
Certification
Successful candidates obtain the ITIL Capability certificate in Service Offerings and Agreements.
The 90 minute exam contains 8 multiple choice, gradient scored questions with a pass mark of 28 correct answers from 40 (70%).
This certificate also counts as 4 credits towards the 22 required to obtain the ITIL V3 Expert qualification.
How to book
Run this course in-house, or attend one of our public courses throughout the UK.
Public Courses
To obtain our latest public schedule for this course, call us on +44 (0) 1753 859 344 or enter your email address below and we’ll contact you today.
In-house Training
This course is available at any location across UK and Europe.
In-house, corporate bookings carry significant discounts and are customisable to your requirements.
Call us on +44 (0) 1753 859 344 to talk to a training specialist or email us at hello@thynk.co.uk.
You can tell us more about your business by completing our enquiry form and we’ll send you a full quotation the same day.
Course Contents
4 days, a little homework and the 90 minute exam.
Day One
Introduction to SOA
An overview of the processes within SOA and how they support the ITIL Service Lifecycle. Understanding value creation through services
Service Level Management
A complete overview of the process activities and how it may be used to generate business value. Understanding types of service level agreements (SLA) and the use of service level requirements (SLRs)
Day Two
Service Portfolio Management
An in-depth look at the process and activities. Understanding the relationship to the service catalogue and service pipeline
Service Catalogue Management
Understanding the different types of Service Catalogue and the interfaces to the Service Portfolio
Supplier Management
An in-depth look at the process and activities. Evaluating new suppliers and establish performance metrics
Day Three
Financial Management
The policies, principles and key concepts of financial management for IT. Return on Investment (ROI), accounting, pricing models and financial metrics as part of developing a successful business case
Demand Management
Using activity-based demand management to identify patterns of business activity. How the process interfaces to other key areas of SOA
Day Four
Business Relationship Manager
The role of business relationship manager and it’s contribution to SOA activities
Roles & Responsibilities
Learn the key roles and responsibilities for executing each process step within SOA
Technology & Implementing SOA
How the use of technology supports the processes within SOA and implementation considerations
Exam Preparation
A period for any last minute revision with the trainer present. A full mock paper is also taken before the full exam
