ITIL® Intermediate - Service Offerings & Agreements (SOA)
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ITIL® Intermediate - Service Offerings & Agreements (SOA)

ITIL® Intermediate - Service Offerings & Agreements (SOA)

Overview

What is the ITIL® Service Offerings and Agreements (SOA) course?

ITIL® Service Offerings and Agreements is one of the four ITIL Capability modules and teaches you how to formalise IT service offerings and ensures that key stakeholders know what to expect by implementing everything the ITIL SOA certification teaches. ITIL® SOA will give you a templated process to help you consistently raise customer satisfaction.

Course accreditation

Who is it for

Is the ITIL® SOA online course right for me?

The ITIL® SOA online training is ideal for:

  • IT Operations Managers who need to formalise their existing IT service delivery mechanisms and raise stakeholder trust using transparent service agreements as part of the wider ITIL® process
  • IT Service Desk Managers who need to understand the processes and Service Level Agreements (SLAs) which they are utilise to deliver those services
  • IT Consultants tasked with helping clients define and structure service offerings
  • IT Professionals working within the service delivery department who want to improve their skills using the ITIL® process.

The ITIL® SOA training will help you understand how the five stages of the ITIL® Lifecycle can offer value to organisations and projects.

Careers

How will I advance my career with an ITIL® SOA online course? 

Once the Service Offerings and Agreements exam has been passed you will be able to function in roles such as:

  • IT Finance Manager
  • Business Continuity Manager
  • Service Portfolio Manager

The course counts as four of the necessary 17 credits to move onto Managing Across the Lifecycle course which leads to the title of “ITIL® Expert”.

Why study with us

Why study the ITIL® Service Offerings & Agreements training with e-Careers?

  • Increased levels of customer satisfaction as they receive the service promised in the SLAs.
  • Define service operations and agreements that deliver genuine business improvements.
  • Integration of demand and supplier management with service portfolio and service catalogue to create a more structured service.
  • Documented proof of expertise in planning, implementing and optimising the SOA processes.
  • Detailed understanding on the processes, roles and the functions covered in SOA and how it fits into the ITIL® process as a whole.

Course Details

What are the ITIL® SOA online training modules?

  1. Service Portfolio Management
  2. Service Catalogue Management
  3. Service Level Management
  4. Demand Management
  5. Supplier Management
  6. Financial Management for IT Services
  7. Business Relationship Management
  8. SOA Roles and Responsibilities
  9. Technology and Implementation Consideration

What does the ITIL® SOA online course cover?

  • Capturing user needs and defining services to match
  • Tracking and publicising services on offer to users and stakeholders
  • Negotiating and defining service level agreements, and assigning roles and responsibilities to ensure they are maintained.
  • Monitoring service usage and assigning resources as and when required to maintain SLAs
  • Integrating third parties into service provision and defining processes that maintain SLAs and service quality
  • Defining the business value of formalised IT operations, and using insights gained for better budgeting
  • Collecting service user feedback and resolving complaints to raise satisfaction levels
  • Defining the human resources required to deliver services, and assigning roles and duties to maintain standards
  • Specifying and implementing the technologies required to assist with service provision

ITIL® is a registered trademark of AXELOS Limited, used under permission of AXELOS Limited. The Swirl™ logo is a trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

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ITIL® Intermediate - Service Offerings & Agreements (SOA) Mentoring

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Email our L&D specialist team or call us on +44 (0) 20 3198 7689

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