ITIL® Intermediate SOA Certification Training

Learning Objectives -

• Upon completion of this course and examination, the learner will gain competencies in:
• Understanding Service Management as a Practice and how the processes within Service Offerings and Agreements support the Service Lifecycle
• Knowing the important role of Service Offerings and Agreements in service provision and understanding of how the in-scope processes interact with other Service Lifecycle processes
• The activities, methods and functions used in each of the Planning Protection and Optimization processes
• The activities, methods and functions used in each of the Service Offerings and Agreements processes
• The application of Service Offerings and Agreements processes, activities and functions to achieve operational excellence
• How to measure Service Offerings and Agreements performance
• The importance of IT Security and how it supports Service Offerings and Agreements
• Understanding technology and implementation requirements in support of Service Offerings and Agreements
• The challenges, critical success factors and risks related with Service Offerings and Agreements

SOA certification is beneficial for candidates serving the following positions:

• IT Management
• IT Finance Manager
• Capacity Manager
• Availability Manager
• Service Level Manager
• Business Continuity Manager
• Service Portfolio Manager
• Supplier Relationship Manager

Apart from the above list, SOA certification would serve as a lucrative career option for individuals who are involved in IT Service Management programs or those who have already completed the ITIL Foundation Certification.

Candidates interested in taking the ITIL® SOA course must fulfill the following criteria:

• Hold the ITIL® Foundation certificate (or other relevant ITIL® or bridge qualifications)
• 21 hours of SOA training with an accredited training organization
• Basic IT knowledge along with minimum 2 to 4 years of IT experience
• Candidates having exposure working in a service management capacity is preferred
• Prior knowledge of detailed ITIL® Service Lifecycle core publications is recommended

Introduction and Overview

• Service Management as a practice
• Role of processes in Service Management
• How Service Management creates business value Service Portfolio and Service Catalog Management Principles of Service Portfolio Management (SPM)
• Thinking strategically: SWOT
• Achieving customer focus
• Pricing and chargeback models
• Allocating resources
• Relationship between Service Catalog and service pipeline
• Linking business and IT services

Integrating the Service Catalog into the Service Portfolio

• 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 Management goals

• The significance of SLM to the Service Lifecycle
• How Service Level management creates business value
• Analyzing and explaining the scope of the process

The Service Management process

• Principles and basic concepts of SLM
• Negotiating Service Level Agreements (SLAs)
• Deliverables, roles and responsibilities
• SLAs, OLAs and review meetings
• Planning for Service Improvement Projects (SIPs)
• 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
• Supplier Categorization and maintenance of the Supplier Database (SD)
• Contract administration
• Contract management

Financial Management

• How Financial Management contributes to the Service Lifecycle Operation
• Managing financial considerations
• The scope, purpose and goals of the process
• Basic concepts: funding, accounting and chargeback

Principles of Service Economics

• Budgeting, accounting and charging
• Service valuation
• Building a business case
• Enabling service demand modeling and management
• Generating and disseminating information
• Dealing with complex chargeback issues

Roles and Responsibilities

• Business Relationship Management: the role of business relationship managers
• Service Catalog Management
• Service Level Management
• Supplier Manager

Business relationship management

• The purpose and objectives of BRM
• The scope of BRM
• The value to the business of BRM
• Information management
• Challenges and risks

Technology and Implementation Considerations

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

• To understand the role of SOA practices and its significance in the Service Lifecycle
• To learn activities, methods, and functions used in the Service Offerings and Agreements
• To clarify basic as well as advanced concepts of the SOA module in order to enhance learning
• To dig deep into the sub-processes used in each of the Service Offerings & Agreements through ITIL® SOA certification
• To know the scope of measuring the performance of SOA process implementation
• To deliver value through SOA certification training
• To look into the technological requirements of SOA implementation in a business environment
• To prepare candidates well for the ITIL® SOA certification exam

What is SOA certification?

ITIL® SOA is a compilation of the service offerings and agreements that are used while practically implementing the five stages of the Service Lifecycle. It offers 4 ITIL® credits contributing to the 17 credits required for ITIL® Expert level certification.

Who should attend the SOA certification course?

SOA certification is meant for candidates who wish to gain an understanding of the service offerings and agreements that can be used for implementing the processes mentioned in the five stages publications. Candidates interested in pursuing further education in the field of ITSM can go for this course.

What are the prerequisites for this course?

In order to apply for this course, candidates must have completed the ITIL® Foundation Course and must demonstrate an experience of 2-4 years working in ITSM. Candidates must also pursue a formal training from an accredited training organization before appearing for the certification exam.

Will I get a certificate after completing this course?

Yes, we provide an online copy as well as hard copy of the SOA certificate once candidates successfully clear the SOA exam.

Do you provide notes for preparation?

Yes. Vinsys has its own set of courseware that is consistently revised for updates and is crafted by learned subject matter experts. We assist in preparing candidates thoroughly for exams.

Does the SOA certification have an expiry date?

No, once certified as an SOA professional, you do not need to recertify yourself as the certificate has a lifetime validity.

What are the career prospects after SOA certification?

ITIL® framework is globally recognized for its efficiencies in creating a reliable IT infrastructure and processes in place. ITIL® SOA certification will enable candidates to professionally understand the practical applications and implementation process of the five stages of the Service Lifecycle and thus can secure senior, respectable positions in organizations pertaining to their in-depth knowledge.

ITIL® Service Offerings & Agreements certification exam format is as follows:

• Question pattern: Multiple choice
• No. of questions: Eight questions per paper
• Passing criteria: 28 marks required to pass (out of 40 available) - 70%
• Exam duration: 90 minutes’ duration
• Exam type: Closed book

Service Offerings and Agreements (SOA) is a course that guides businesses understand the impact and benefits offered by the five ITIL® lifecycle stages, namely service strategy, service design, service transition, service operation, and continual service improvement. SOA certification certifies individuals on the service offering processes and provides insights on how they can be used further to support the needs of end-users and businesses both.

The SOA certification can be only taken after pursuing a formal certification course with an accredited training organization.

ITIL® SOA certification is worth 4 ITIL® credits and serves as a complete guide to the principles, concepts, methods, objectives and functions of the Service Offerings and Agreements. It focuses on the practical application of the SOA practices and compiles of the best practice guidelines mentioned in the ITIL® Service Strategy and ITIL® Service Design modules.

Does ITIL® SOA Certification expire?

No. It remains valid lifelong so candidates need not worry about recertification.

Why go for ITIL® SOA certification?

ITIL® SOA deals with the cumulative value offered by all the five stages of the Service Lifecycle. Thus, organizations implementing any one or more of the five stages, get to benefit more from understanding the widened scope of benefits offered by them and enable support strategies for successful implementation of the stages with a view to enhancing overall output from their businesses.

ITIL® Service Offerings and Agreements (SOA) course immerses candidates in the practical know-how of the ITIL® Service Lifecycle and throws light on the service offerings and agreements as to how they relate to the service delivery aspect. This course is designed to specifically focus on the operational-level activities and methods of execution of these processes in practical scenarios.

The SOA course focus areas include:

• Demand management
• Service catalog management
• Business relationship management
• Service portfolio management
• Financial management for IT services
• Service level management
• Supplier management

Vinsys elevates the success ratios of candidates appearing for certification exams with its consistent efforts and well-structured training programs facilitated by expert trainers. Our training methods are proven and we ensure success to our students with well-planned lessons and consistent exam preparation with the help of mock exams and practice tests.

We have a reputation of creating world-class professionals.

• More than 600,000 professionals benefitted globally
• Formally trained, accredited subject matter experts
• Comprehensive study material
• Flexible training hours
• Scenario-based learning
• 98% exam success rate
• Complete exam guidance
• Well-maintained, tech-enabled training environment (virtual as well as class room)