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ITIL ITIL® Service Offerings & Agreements (SOA)

ITIL® Service Offerings & Agreements (SOA)


Date of Class:


Last Day To Enroll:

2995.00 2,995.00

  • Course Delivery: Virtual Classroom
  • Language: English

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The primary goal of IT Service Management (ITSM) is to deliver quality IT services that enable desired business outcomes.  To do this, service providers perform a precarious balancing act.

They must build and maintain customer relationships, manage demand and patterns of business activities and align internal and external suppliers, while maintaining fiscal responsibility and making sound IT investments.

The ITIL Version 3 (V3) Capability Course - Service Offerings and Agreements (SOA) - provides the best practice process knowledge required to navigate these waters into the safe harbor of customer satisfaction and continual service improvement.

Embedded into this course is our unique virtualization, Living the Lifecycle.  Woven through all of ITSM Academys ITIL V3 Certification classes, it brings V3 processes and concepts to life.

Within a virtual business environment, we introduce a service and then follow it from strategic decision through implementation.  Living the Lifecycle successfully enables active learning by encouraging the participants to:

  • Discuss and understand pure ITIL concepts
  • Apply concepts to a €œneutral€ real world situation
  • Learn different perspectives
  • Reinforce examinable concepts

Course Objectives

Lesson objectives help students become comfortable with the course, and also provide a means to evaluate learning.

Upon successful completion of this course, students will be able to:

  • Service Management as a practice
  • Service Offerings and Agreements processes
  • Service Portfolio and Service Catalog Management
  • Service Level Management
  • Demand Management including Patterns of Business Activity
  • Supplier and Financial Management
  • Business Relationship Management
  • Operational activities of the processes covered in other lifecycle phases
  • Organizing for Service Operation Functions that perform SOA activities
  • SOA roles and responsibilities
  • Technology and implementation considerations
  • Challenges, critical success factors, risks
  • Continual Service Improvement (CSI)

Topics Covered

ITILis a registered trademark of AXELOS Limited
IT Infrastructure Library is a registered trademark of AXELOS Limited



To ensure the successful completion of ITIL V3 Capability Course: Service Offerings and Agreements (SOA), candidates for this course should have:

  • ITIL® V3 Foundation – obtained through ITIL® V3 Foundation or Bridge Course
  • Recommended: - 2 to 4 years IT Service Management experience - A minimum of 12 hours of personal study

Subject Matter Expert

Productivity Point Global is led by a team of individuals with world-class experience in professional development skills and leading edge technologies. These established professionals collaborate to drive PPG's business forward through entrepreneurial innovation, strategic partnerships, brand management and sales growth. Productivity Point Global, previously ExecuTrain of Florida, began in 2003 and evolved out of a desire to increase our outreach both nationally and internationally. Utilizing the highest standard in customer service combined with our subject matter experts and high-end training venues, PPG has carved a niche by consistently expanding our corporate and government client base, originally hosted in the southeastern region of the US. By consistently setting quality as the benchmark of our value system, PPG combines strategic partnerships and cutting edge technology with our determined efforts to branch out into other regions. PPG's combination of technology and professional skills training, IT outsourcing, and event hosting enables us to place a focused emphasis on the diversified business needs of our clients. For more info please visit: http://www.productivitypoint.com/

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