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ITIL and IT Service Management Training

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ITIL® Intermediate: Service Offerings and Agreements



Course Number



5 Days


About This Course: You learn to plan, implement and optimize SOA processes. Our ITIL SOA training includes pre-course and evening study, many practical assignments, the exam and overview maps that illustrate the ITIL lifecycle stages, reinforcing key concepts. The ITIL Foundation Certificate is required to take the ITIL Intermediate Service Offerings and Agreements exam.

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

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
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Course Schedule

Attend this live, instructor-led course In-Class or Online via AnyWare.

Hassle-Free Enrollment: No advance payment required.
Tuition due 30 days after your course.

Dec 12 - 16 New York/AnyWare Enroll Now

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Live, Online via AnyWare

Jan 23 - 27 Rockville, MD/AnyWare Enroll Now

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Live, Online via AnyWare

Feb 13 - 17 Ottawa/AnyWare Enroll Now

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Live, Online via AnyWare

Mar 27 - 31 Toronto/AnyWare Enroll Now

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Live, Online via AnyWare

May 8 - 12 Herndon, VA/AnyWare Enroll Now

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Live, Online via AnyWare

Jul 10 - 14 Rockville, MD/AnyWare Enroll Now

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Live, Online via AnyWare

Jul 31 - Aug 4 Ottawa/AnyWare Enroll Now

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Live, Online via AnyWare

Sep 18 - 22 Toronto/AnyWare Enroll Now

How would you like to attend?

Live, Online via AnyWare

Guaranteed to Run

Bring this Course to Your Organization and Train Your Entire Team
For more information, call 1-888-843-8733 or click here






Course Tuition Includes:

After-Course Instructor Coaching
When you return to work, you are entitled to schedule a free coaching session with your instructor for help and guidance as you apply your new skills.

ITIL Certification Success Package
Exclusively available from Learning Tree, your ITIL training comes with a suite of benefits, including: unlimited course and exam retakes, free webinars, and expert guidance through the ITIL certification process.

Free Course Exam
You can take your course exam on the last day of your course and receive a Certificate of Achievement with the designation "Awarded with Distinction."



Call 1-888-843-8733 or click here »

An experienced training advisor will happily answer any questions you may have and alert you to any tuition savings to
which you or your organization may be entitled.

Training Hours

Days 1 - 4 Course Hours:
9:00 a.m. - 5:00 p.m.
Two 15-minute breaks
60-minute lunch

Day 5 Course Hours - Last Day:
9:00 a.m. - 4:00 p.m.
Two 15-minute breaks
60-minute lunch
Free Course Exam*:
2:30 p.m. - 4:00 p.m.

*All AnyWare remote attendees participating in an ITIL course will have the opportunity to take their ITIL exam through a Pearson Vue testing center authorized by APMG.  However, there are other options available for most ITIL exams, including ProctorU.  If you have any questions or would like to learn more about your exam options, please call us at 1-888-THE-TREE (843-8733).
ITIL® is a registered trade mark of AXELOS Limited.

Enhance Your Credentials with Professional Certification

Learning Tree's comprehensive training and exam preparation guarantees that you will gain the knowledge and confidence to achieve professional certification and advance your career.

Learning Tree is an official strategic partner of the product owner, AXELOS and an Accredited Training Provider (ATO) of the APM Group. As an accredited training organization (ATO), Learning Tree and its trainers have been approved to deliver this course and invigilate ITIL exams. Read more ...

Earn 30 Credits from NASBA

This course qualifies for 30 CPE credits from the National Association of State Boards of Accountancy CPE program. Read more ...

Earn 30 PDUs

PMI, the Registered Education Provider logo, PMP, CAPM, PMI-ACP,
and PMBOK are marks of the Project Management Institute, Inc.

This course is approved by PMI® for 30 professional development units (PDUs). For more on the Project Management Institute and a full list of courses approved for PDUs.

Business & Strategic : 30 PDUs

Read more ...

“The quality of the ITIL workshops and the experience of the instructors greatly contributed to my success!”

- S. Srour, Consultant and ITIL Instructor