ITIL ITIL Intermediate SOA Certification Training

ITIL Intermediate SOA Certification Training

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$699.00
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  • Course Delivery: On Demand
  • Duration: 9 
  • Language: English

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Key Features

  • 9 hours of high-quality e-learning content
  • 30 PDUs offered
  • Highest pass rate
  • 10 chapter-end quizzes
  • 2 ITIL Intermediate SOA sample test papers
  • 2 simulation exams
  • Accredited by AXELOS
  • Mobile friendly
 

Description

ITIL® Intermediate Service Offerings and Agreements (SOA) module is a part of ITIL® Intermediate Capability stream and one of the modules that leads to the ITIL® Expert Certificate in IT Service Management. The training content approved by APMG and CSME, focuses on SOA principles, practices, and processes for developing, implementing and continually improving services and ensuring effective service delivery. ITIL SOA certification training will enhance your efficiency in applying SOA practices to enable portfolio, service level, service catalogue, demand, supplier and financial management.

 

Course Objectives

The learning objectives of this course are:

  • Apply SOA practices to various stages of service management lifecycle
  • Identify how the various stages of the ITIL® lifecycle can offer value to organizations and projects
  • Describe how service offering can be developed to support both business and user needs
 

Topics Covered

Introduction to Service Offerings and Agreements

  • The context in the service lifecycle of the SOA processes from the service strategy stage
  • Understand the reliance of these processes (service portfolio management, demand management, financial management for IT services, and business relationship management) on the existence of a strategy.
  • Understand the purpose, objectives, scope, and value to business of the strategy management for IT services process
  • The context in the service lifecycle of the SOA processes from the service design stage (service catalog management, service level management, and supplier management)
  • How successful services depend on the customer’s perception of utility and warranty and the relevance to the SOA processes
  • Understanding how the SOA processes are the starting point for understanding and identifying customer requirements
  • Return on investment (ROI) and the business case and the relevance to the SOA processes

Service Portfolio Management

  • Introduction to the service portfolio and its relationship to the service pipeline and service catalog
  • The purpose and objectives of service portfolio management
  • The scope of service portfolio management
  • The value to business of service portfolio management
  • Policies, principles, and basic concepts
  • Process activities, methods, and techniques
  • Triggers, inputs, outputs, and interfaces
  • Information management
  • Critical success factors and key performance indicators
  • Challenges and risks
  • Designing the service portfolio

Service Catalog Management

  • The importance of the service catalog to the service lifecycle and its interface to the service portfolio
  • The purpose and objectives of service catalog management
  • The scope of service catalog management
  • The value to business of service catalog management
  • Policies, principles, and basic concepts
  • Process activities, methods, and techniques
  • Triggers, inputs, outputs, and interfaces
  • Information management
  • Critical success factors and key performance indicators associated with the process
  • Challenges and risks associated with the process
  • Production of a service catalog

Service Level Management

  • The importance of the SLM to the service lifecycle
  • The purpose and objectives of SLM
  • The scope of SLM
  • The value to business of SLM
  • Policies, principles, and basic concepts
  • Process activities, methods, and techniques of SLM and how it relates to the service lifecycle
  • Triggers, inputs, outputs, and interfaces
  • Information management
  • Critical success factors and key performance indicators associated with the process
  • Challenges and risks associated with the process
  • The content of SLAs and OLAs

Demand Management

  • The importance of demand management to managing services throughout the service lifecycle
  • The purpose and objectives of demand management
  • The scope of demand management
  • The value to the business of demand management
  • Policies, principles, and basic concepts
  • Process activities, methods, and techniques
  • Triggers, inputs, outputs, and interfaces
  • Information management
  • Critical success factors and key performance indicators
  • Challenges and risks

Supplier Management

  • The purpose and objectives of supplier management
  • The scope of supplier management
  • The value to the business of supplier management
  • The principles and basic concepts
  • Process activities, methods, and techniques
  • Triggers, inputs, outputs, and interfaces
  • Information management
  • Critical success factors and key performance indicators
  • Challenges and risks

Financial Management for IT Services

  • The importance of the process to the service lifecycle
  • The purpose and objectives of financial management for IT services
  • The scope of financial management for IT services
  • The value to the business of financial management for IT services
  • Policies, principles, and basic concepts
  • Process activities, methods, and techniques
  • Triggers, inputs, outputs, and interfaces
  • Information management
  • Critical success factors and key performance indicators
  • Challenges and risks

Business Relationship Management

  • The purpose and objectives of BRM
  • The scope of BRM
  • The value to the business of BRM
  • Policies, principles, and basic concepts
  • Process activities, methods, and techniques
  • Triggers, inputs, outputs, and interfaces
  • Information management
  • Critical success factors and key performance indicators
  • Challenges and risks

SOA Roles and Responsibilities

  • Key roles and responsibilities of service portfolio management
  • Key roles and responsibilities of service catalog management
  • Key roles and responsibilities of SLM
  • Key roles and responsibilities of demand management
  • Key roles and responsibilities of supplier management
  • Key roles and responsibilities of financial management for IT services
  • Key roles and responsibilities of BRM

Technology and Implementation Consideration

  • The generic requirements for technology to assist service design
  • The evaluation criteria for technology and tooling for process implementation
  • The good practices for practice and process implementation
  • The challenges, critical success factors, and risks related to implementing practices and processes
  • How to plan and implement service management technologies

Summary and Directed Studies

  • Review of key concepts
 

Prerequisites

Two to four years of experience in the field of IT service management is highly desirable. Candidates should also spend some time reviewing the syllabus of the ITIL® Service Strategy and ITIL® Service Design publications to prepare for the exam.

 

Quiz Information

Ten end-of-chapter quizzes and two simulation exams

 

Exams

The ITIL® Service Offerings and Agreements qualification can only be taken as part of an accredited training course. To be eligible for the ITIL® Intermediate Module – Service Offerings and Agreements qualification, the following requirements have to be met:

  • A minimum 30 hours of instruction with an Accredited Training Organization (or an accredited e-learning solution).
  • ITIL® Foundation Certificate in IT Service Management.

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