ITIL® Service Capability: Service Offerings and Agreements

Level: Intermediate
RATING: 4.7/5 4.70/5 Based on 125 Reviews

Gain the foundational knowledge and skills to plan, implement, and optimize IT processes in this ITIL Service Capability: Service Offerings and Optimization course. This Intermediate SOA course focuses on the practical application of SOA practices in order to enable portfolio, service level, service catalogue, demand, supplier and financial management. Plus, it prepares you to pass the Intermediate level ITIL SOA certification exam, and provides four credits towards your ITIL Expert certification.

Key Features of this ITIL SOA Training:

  • After-course instructor coaching benefit
  • Learning Tree ITIL Success Package Included
  • ITIL exam voucher included

You Will Learn How To:

  • Prepare for and pass the ITIL Service Offerings and Agreements (SOA) exam
  • Outline key activities for the SOA processes
  • Achieve operational excellence using the SOA activities and functions
  • Measure the success of SOA by evaluating challenges, critical success factors, and risks

Certifications/Credits:

APM Group--ITIL CPE 30 Credits PMI 30 PDU

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In Class & Live, Online Training

  • 5-day instructor-led training course
  • Earn 30 PMI PDUs
  • Earn 30 NASBA CPEs (live, in-class attendance only)
  • One-on-one after-course instructor coaching
  • ITIL Certification Success Package included
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Standard $2590

Government $2590

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In Class & Live, Online Training

  • Oct 29 - Nov 2 (5 Days)
    9:00 AM - 5:00 PM EDT
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  • Dec 3 - 7 (5 Days)
    9:00 AM - 5:00 PM EST
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  • Jan 14 - 18 (5 Days)
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  • Feb 25 - Mar 1 (5 Days)
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  • Apr 29 - May 3 (5 Days)
    9:00 AM - 5:00 PM EDT
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  • May 13 - 17 (5 Days)
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  • Jul 8 - 12 (5 Days)
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  • Aug 26 - 30 (5 Days)
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ITIL SOA Course Information

  • Requirements

    • Must hold the ITIL Foundation Certificate (see Course 1197, Achieving ITIL® Foundation Certification)
  • Recommended Experience

    • Basic IT literacy and around two years of IT experience
  • Course Preparation

    • Before your event, you will be sent a Pre-Course Study Guide and the Service Offerings and Agreements ITIL 2011 Intermediate Capability Handbook, which you should read as part of the 12 hours of personal study
    • You should acquire and read the Service Offerings and Agreements ITIL 2011 Intermediate Capability Handbook, focusing on Chapter 2, and review your ITIL Foundation course materials
  • Exam Information

    • The ITIL Service Offerings and Agreements exam can be taken on the last day of the course (in-class), or any time after the course is completed via ProctorU (online) or at an eligible testing center
    • Achieving the ITIL Intermediate Qualification: Service Offerings and Agreements certificate provides four credits toward your ITIL Expert certification
  • All-Inclusive — ITIL Exam Success Package, After-Course Coaching, Exam Fee

    • Learning Tree is with you from the beginning of your planning until you pass your certification exams with Unlimited FREE Exam and Course retakes for a year, plus coaching with your instructor to help you prepare for your exam or answer real-world ITIL implementation challenges. In fact, successful ITIL implementation often relies on key internal sponsors to ensure the required culture change occurs after ITIL training, so your instructor can help identify important next steps.
    • ITIL course attendees that would like to retake their ITIL course or exam must do so within 12 months of the original course date and will not be charged for their retake. If an attendee fails an exam and then two retakes, the attendee must re-attend the course before taking the exam again.

ITIL SOA Course Outline

  • ITIL Service Offerings and Agreements (SOA): Introduction and Overview

    • The context in the service lifecycle of the SOA processes
    • Strategy management for IT services
    • Design coordination
  • Service Portfolio and Service Catalog Management

    Principles of service portfolio management

    • Relationship to the service catalog and service pipeline
    • Thinking strategically
    • Achieving customer focus
    • Designing the service portfolio
    • Allocating resources
    • Linking business and IT services

    Integrating the service catalog

    • Purpose, goals and objectives
    • Technical and business service catalogs
    • Detailing operational services
    • Using key metrics and critical success factors
    • Producing a service catalog
  • Service Level Management (SLM)

    Service level management goals

    • The significance of SLM to the service lifecycle
    • How SLM creates business value
    • Analyzing and explaining the scope of the process
    • Policies, principles and basic concepts of SLM

    The service level management process

    • Negotiating Service Level Agreements (SLAs)
    • Deliverables, roles and responsibilities
    • SLAs, OLAs and review meetings
    • Service improvement plans
    • Monitoring service performance against SLAs
  • Demand and Supplier Management

    Demand management

    • Activity-based demand management and business activity patterns
    • Managing capacity to maximize value
    • Identifying patterns of business activity
    • Connecting demand management to the service portfolio

    Supplier management

    • Analyzing the use of the supplier management process
    • Process, scope and objectives
    • Evaluating new suppliers
    • Supplier categorization and maintenance of the supplier and contract database
    • Ensuring supplier performance
    • Contract management and administration
  • Financial Management for IT Services

    How financial management contributes to the service lifecycle

    • Managing financial considerations
    • The scope, purpose and goals of the process
    • Basic concepts: funding, accounting and charging

    Principles of financial management

    • Value to the business
    • Building a business case
    • Applying information management
    • Generating and disseminating information
    • Dealing with challenges and risks
  • Business Relationship Management (BRM)

    • The purpose, objectives and scope of BRM
    • Process activities, methods and techniques
    • Triggers, inputs, outputs and interfaces
    • Critical success factors and key performance indicators
  • Roles and Responsibilities

    • Service portfolio management
    • Service catalog management
    • Service level management
    • Supplier manager
  • Technology and Implementation Considerations

    • Technology implementation as part of implementing service management
    • Special technology functions related to SOA
    • Generic requirements and evaluation criteria
    • Good practices for implementation
    • Challenges, critical success factors and risks

Team Training

Important Course Information

  • Requirements

    • Must hold the ITIL Foundation Certificate (see Course 1197, Achieving ITIL® Foundation Certification)
  • Recommended Experience

    • Basic IT literacy and around two years of IT experience
  • Course Preparation

    • Before your event, you will be sent a Pre-Course Study Guide and the Service Offerings and Agreements ITIL 2011 Intermediate Capability Handbook, which you should read as part of the 12 hours of personal study
    • You should acquire and read the Service Offerings and Agreements ITIL 2011 Intermediate Capability Handbook, focusing on Chapter 2, and review your ITIL Foundation course materials
  • Exam Information

    • The ITIL Service Offerings and Agreements exam can be taken on the last day of the course (in-class), or any time after the course is completed via ProctorU (online) or at an eligible testing center
    • Achieving the ITIL Intermediate Qualification: Service Offerings and Agreements certificate provides four credits toward your ITIL Expert certification
  • All-Inclusive — ITIL Exam Success Package, After-Course Coaching, Exam Fee

    • Learning Tree is with you from the beginning of your planning until you pass your certification exams with Unlimited FREE Exam and Course retakes for a year, plus coaching with your instructor to help you prepare for your exam or answer real-world ITIL implementation challenges. In fact, successful ITIL implementation often relies on key internal sponsors to ensure the required culture change occurs after ITIL training, so your instructor can help identify important next steps.
    • ITIL course attendees that would like to retake their ITIL course or exam must do so within 12 months of the original course date and will not be charged for their retake. If an attendee fails an exam and then two retakes, the attendee must re-attend the course before taking the exam again.

Course Outline

  • ITIL Service Offerings and Agreements (SOA): Introduction and Overview

    • The context in the service lifecycle of the SOA processes
    • Strategy management for IT services
    • Design coordination
  • Service Portfolio and Service Catalog Management

    Principles of service portfolio management

    • Relationship to the service catalog and service pipeline
    • Thinking strategically
    • Achieving customer focus
    • Designing the service portfolio
    • Allocating resources
    • Linking business and IT services

    Integrating the service catalog

    • Purpose, goals and objectives
    • Technical and business service catalogs
    • Detailing operational services
    • Using key metrics and critical success factors
    • Producing a service catalog
  • Service Level Management (SLM)

    Service level management goals

    • The significance of SLM to the service lifecycle
    • How SLM creates business value
    • Analyzing and explaining the scope of the process
    • Policies, principles and basic concepts of SLM

    The service level management process

    • Negotiating Service Level Agreements (SLAs)
    • Deliverables, roles and responsibilities
    • SLAs, OLAs and review meetings
    • Service improvement plans
    • Monitoring service performance against SLAs
  • Demand and Supplier Management

    Demand management

    • Activity-based demand management and business activity patterns
    • Managing capacity to maximize value
    • Identifying patterns of business activity
    • Connecting demand management to the service portfolio

    Supplier management

    • Analyzing the use of the supplier management process
    • Process, scope and objectives
    • Evaluating new suppliers
    • Supplier categorization and maintenance of the supplier and contract database
    • Ensuring supplier performance
    • Contract management and administration
  • Financial Management for IT Services

    How financial management contributes to the service lifecycle

    • Managing financial considerations
    • The scope, purpose and goals of the process
    • Basic concepts: funding, accounting and charging

    Principles of financial management

    • Value to the business
    • Building a business case
    • Applying information management
    • Generating and disseminating information
    • Dealing with challenges and risks
  • Business Relationship Management (BRM)

    • The purpose, objectives and scope of BRM
    • Process activities, methods and techniques
    • Triggers, inputs, outputs and interfaces
    • Critical success factors and key performance indicators
  • Roles and Responsibilities

    • Service portfolio management
    • Service catalog management
    • Service level management
    • Supplier manager
  • Technology and Implementation Considerations

    • Technology implementation as part of implementing service management
    • Special technology functions related to SOA
    • Generic requirements and evaluation criteria
    • Good practices for implementation
    • Challenges, critical success factors and risks

ITIL Service Offerings and Agreements Training FAQs

  • What is ITIL SOA?

    As one of the certifications in the ITIL Service Capability work stream, the Service Offerings and Agreements module focuses on the application of SOA practices in a practical way. 

  • How do I take the ITIL SOA exam?

    The ITIL SOA exam can be taken on the last day of the course (in-class), or any time after the course is completed via ProctorU (online) or at an eligible testing center.

  • Can I obtain ITIL Intermediate Service Offerings and Agreements certification online?

    Yes! We know your busy work schedule may prevent you from getting to one of our classrooms which is why we offer convenient online training to meet your needs wherever you want. This course is available in class, online, or as a private team training event.

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