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ITIL® SOA (Service Offerings and Agreements)

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40 hours – On-site or Virtual with live certified trainer

The ITIL Service Offerings and Agreements (SOA) qualification is part of the Intermediate Capability Modules, and provides detailed guidance for defining IT services that meet the business’ requirements, covering processes included in the Service Strategy and Service Design stages of the ITIL service life cycle.

ITIL Training Organization PeopleCert Axelos

  • Official accredited student material
  • Practical exercises
  • Simulation exams
  • Course completion diploma
  • Official certification exam from AXELOS
  • 40 PDUs
    Course details
  1. What will I achieve?
  2. Who is this course for?
  3. What are the exam characteristics?
  4. What are the course contents?
  5. Payment methods

What will I achieve?

  • Learn the whole range of best practices for the processes required to build a service strategy that delivers the value the business needs from IT.
  • Develop a strategic mindset of IT.
  • Be able to work in an IT strategic environment applying ITIL best practices.
  • Learn the specific considerations involved in the implementation of each of the SOA processes.
  • Learn the roles and responsibilities required to define services that deliver value to the business.
  • Obtain the ITIL Intermediate SOA certification.

Who is this course for?

  • IT professionals.
  • Business managers.
  • Business process owners.
  • Individuals who require a deep understanding of the Service Offerings and Agreements processes.
  • Operational staff involved in any SOA process.
  • Individuals who have attained the ITIL Foundation Certificate and wish to advance to higher level ITIL certifications.

What are the exam characteristics?

  • Time allocated: 90 minutes
  • Number of questions: 8 multiple-choice, scenario-based, gradient-scored (4 possible answers – one answer is worth 5 marks, one is worth 3 marks, one is worth 1 mark, and one is a distracter and is worth no marks)
  • Passing score: 70% (28 correct answers)
  • Format: Online or Paper; closed-book
  • Prerequisites: Holding the ITIL Foundation certificate (certificate must be presented as evidence for exam registration). At least 10 hours of personal study during the course are recommended.
When will I know my exam results?

When the exam is paper-based, the results will be notified to the participant afterwards through email. When it is web-based, the participant will get the results immediately after finishing the exam.

What happens if I fail the exam?

The participant who fails the exam may take it again any times at extra cost. No time window between exams is required.

What are the course contents?

  • 1 Introduction
    • 1.1 The Context of the SOA Processes from Service Strategy
    • 1.2 The Strategy Management for IT Services Process
    • 1.3 The Context of the SOA Processes from Service Design
    • 1.4 The Design Coordination Process
    • 1.5 Customer’s Perception of Utility and Warranty
    • 1.6 Understanding and Identification of Customer Requirements
    • 1.7 Return on Investment (ROI) and the Business Case
  • 2 Service Portfolio Management
    • 2.1 The Service Portfolio and its Relationship to the Service Pipeline and Service Catalogue
    • 2.2 Purpose and Objectives
    • 2.3 Scope
    • 2.4 Value to Business
    • 2.5 Policies, Principles and Basic Concepts
    • 2.6 Activities, Methods and Techniques
    • 2.7 Triggers, Inputs, Outputs and Interfaces
    • 2.8 Information Management
    • 2.9 Critical Success Factors and Key Performance Indicators
    • 2.10 Challenges and Risks
    • 2.11 Design of the Service Portfolio
  • 3 Service Catalogue Management
    • 3.1 The Service Catalogue and its Interface to the Service Portfolio
    • 3.2 Purpose and Objectives
    • 3.3 Scope
    • 3.4 Value to Business
    • 3.5 Policies, Principles and Basic Concepts
    • 3.6 Activities, Methods and Techniques
    • 3.7 Triggers, Inputs, Outputs and Interfaces
    • 3.8 Information Management
    • 3.9 Critical Success Factors and Key Performance Indicators
    • 3.10 Challenges and Risks
    • 3.11 Production of a Service Catalogue
  • 4 Service Level Management
    • 4.1 The Importance of Service Level Management
    • 4.2 Purpose and Objectives
    • 4.3 Scope
    • 4.4 Value to Business
    • 4.5 Policies, Principles and Basic Concepts
    • 4.6 Activities, Methods and Techniques
    • 4.7 Triggers, Inputs, Outputs and Interfaces
    • 4.8 Information Management
    • 4.9 Critical Success Factors and Key Performance Indicators
    • 4.10 Challenges and Risks
    • 4.11 The Content of SLAs and OLAs
  • 5 Demand Management
    • 5.1 The Importance of Demand Management
    • 5.2 Purpose and Objectives
    • 5.3 Scope
    • 5.4 Value to Business
    • 5.5 Policies, Principles and Basic Concepts
    • 5.6 Activities, Methods and Techniques
    • 5.7 Triggers, Inputs, Outputs and Interfaces
    • 5.8 Information Management
    • 5.9 Critical Success Factors and Key Performance Indicators
    • 5.10 Challenges and Risks
  • 6 Supplier Management
    • 6.1 Purpose and Objectives
    • 6.2 Scope
    • 6.3 Value to Business
    • 6.4 Policies, Principles and Basic Concepts
    • 6.5 Activities, Methods and Techniques
    • 6.6 Triggers, Inputs, Outputs and Interfaces
    • 6.7 Information Management
    • 6.8 Critical Success Factors and Key Performance Indicators
    • 6.9 Challenges and Risks
  • 7 Financial Management for IT Services
    • 7.1 The Importance of Financial Management for IT Services
    • 7.2 Purpose and Objectives
    • 7.3 Scope
    • 7.4 Value to Business
    • 7.5 Policies, Principles and Basic Concepts
    • 7.6 Activities, Methods and Techniques
    • 7.7 Triggers, Inputs, Outputs and Interfaces
    • 7.8 Information Management
    • 7.9 Critical Success Factors and Key Performance Indicators
    • 7.10 Challenges and Risks
  • 8 Business Relationship Management
    • 8.1 Purpose and Objectives
    • 8.2 Scope
    • 8.3 Value to Business
    • 8.4 Policies, Principles and Basic Concepts
    • 8.5 Activities, Methods and Techniques
    • 8.6 Triggers, Inputs, Outputs and Interfaces
    • 8.7 Information Management
    • 8.8 Critical Success Factors and Key Performance Indicators
    • 8.9 Challenges and Risks
  • 9 Roles and Responsibilities
    • 9.1 Service Portfolio Management
    • 9.2 Service Catalogue Management
    • 9.3 Service Level Management
    • 9.4 Demand Management
    • 9.5 Supplier Management
    • 9.6 Financial Management for IT Services
    • 9.7 Business Relationship Management
  • 10 Technology and Implementation Considerations
    • 10.1 The Generic Requirements for Technology to Assist Service Design
    • 10.2 The Evaluation Criteria for Technology and Tooling for Process Implementation
    • 10.3 The Good Practices for Practice and Process Implementation
    • 10.4 The Challenges, Risks and CSFs Related to Implementing Practices and Processes
    • 10.5 How to Plan and Implement Service Management Technologies
  • 11 ITIL Qualification Scheme
    • 11.1 ITIL Training
    • 11.2 PeopleCert Contact Information
  • 12 Exam Description
    • 12.1 Exam Format
    • 12.2 Tips for Answering the Exam
  • 13 Review, Evaluation and Examination
    • 13.1 General Review
    • 13.2 Mock Exam
    • 13.3 Mock Exam Review
    • 13.4 Course Evaluation
    • 13.5 Course Certificate
    • 13.6 Certification Exam

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