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Description
Regd. Education ProviderKnowledgeHut brings you a comprehensive course on ITIL® Intermediate Service Offerings and Agreements--one of the qualifications within the ITIL® Service Capability category of the ITIL® Intermediate level. The module covers the practices that are related to the defining and management of service offerings and the agreements required to support them. The ITIL® Intermediate SOA certification is a reflection of the specialized knowledge of the holder in defining, analysing, and selecting the right set of services to be delivered to the customers.
This course helps you aim for a first time pass of the exam and gain the skills to implement SOA best practices in your business and organisation. The intensive coaching from industry experts, comprehensive courseware and mock questions and exercises will give you the expertise and confidence to appear for the exam and shine among your peers.
The ITIL® credit system maps out the route to achieving the ITIL® Expert certification.
What you will learn:
On completion of this workshop and successful attempt of the examination, candidates will become proficient in:
- Overview of SOA processes and basic principles
- The value to the business of SOA activities
- How the SOA processes rely on a good business case
- How the SOA processes rely on a good understanding of return on investment (ROI)
- Processes across the service lifecycle pertaining to the service offerings and agreements curriculum:
- Service portfolio management, which selection of appropriate services and documenting the information across the lifecycle
- Service catalogue management, which is concerned with the production and documentation of the service catalogue from a business and a technical viewpoint
- Service level management, which sets up a service level agreement (SLA) structure and ensures that all SLAs have an underpinning support structure in place
- Demand management, which identifies patterns of business activity to enable the appropriate forecasting and assessment off demand
- Supplier management, which ensures all partners and suppliers are managed in the appropriate way and includes contract management
- Financial management for IT services, which includes ensuring understanding of the service value and the management of all financial considerations
- Business relationship management, which ensures the customer’s requirements are correctly identified
- SOA roles and responsibilities
- Technology and implementation considerations
- Challenges, critical success factors and risks
You will also get:
- In-depth preparatory help for examination
- Comprehensive and crisp courseware in downloadable format
- Coaching by ITIL® certified experts
- 4 credits toward ITIL® Expert certification and 30 PDUs for PMI® recertification
- Post workshop assistance and support
- Workshop fee inclusive of exam fee
Key Features
Certification
Prerequisites:
The Pre-requisites to attaining the Intermediate Certification are given below:
Candidates are required to have (in their possession) and upload the following under their profile on the Peoplecert website:
- ITIL Foundation Certificate (version does not matter)
- Course Completion Certificate for ITIL® Intermediate Service Offerings and Agreements Training.
Certification:
In order to achieve ITIL® Service Offerings and Agreements certification, candidates must appear for the exam and gain 70% pass mark.
The Exam:
- 90 minute ‘closed book’
- Eight multiple choice, scenario-based questions
- Pass mark is 70% (28/40)
Curriculum
- ITIL® Service Offerings and Agreements (SOA): Introduction and Overview
- Service Portfolio Management
- Service Catalogue Management
- Service Level Management (SLM)
- Demand Management
- Supplier Management
- Financial Management for IT Services
- Business Relationship Management (BRM)
- Roles and Responsibilities
- Technology and Implementation Considerations
A more detailed syllabus can be found at:
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Merralee Heiland
Software Developer.
Lauritz Behan
Computer Network Architect.
Vito Dapice
Data Quality Manager
Rosabelle Artuso
.NET Developer
Ellsworth Bock
Senior System Architect
Estelle Dowling
Computer Network Architect.
Garek Bavaro
Information Systems Manager
Godart Gomes casseres
Junior Software EngineerFrequently Asked Questions
Please send in an email to support@knowledgehut.com, and we will answer any queries you may have!
Who can attend?
This workshop and the subsequent certification will benefit:
- Business managers, business process owners and others who need an understanding of the Service Offerings and Agreements processes and of how it may be used to enhance the quality of IT service delivery and support within an organization.
- IT professionals who are working in organizations that have adopted ITIL for service improvement
- Those seeking to gain the ITIL Expert Certification in ITSM or higher ITIL certifications for which this is a prerequisite
ITIL® has been recognized as a quality benchmark in service management and is used by organizations to improve their ITSM practices. Implementation of ITIL® best practices has led to drastic improvements in cost reduction, quality of end products and customer services and experience. The ITIL® SOA is not only an independent qualification but is also part of the ITIL Intermediate Capability stream, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management. KnowledgeHut is an ATO of PEOPLECERT to conduct ITIL® trainings and hence you will receive the best resources and coaching from experts certified in ITIL®. You will be thoroughly prepared to appear for the examination and gain the practical experience needed to shine at the workplace.
There are two channels for becoming an ITIL® Expert. The Life Cycle modules route covers the following certifications:
1. ITIL® Foundation
2. ITIL® Intermediate Service Operation (SO)
3. ITIL® Intermediate Service Strategy (SS)
4. ITIL® Intermediate Service Design (SD)
5. ITIL® Intermediate Service Transition (ST)
6. ITIL® Intermediate Continual Service Improvement (CSI)
The Capability modules route covers the following certifications:
7. ITIL® Intermediate Release Control & Validation(RCV)
8. ITIL® Intermediate Planning Protection and Optimization (PPO)
9. ITIL® Intermediate Operational Support and Analysis (OSA)
10. ITIL® Intermediate Service Offerings and Agreements (SOA)
11. ITIL® Managing Across the Lifecycle (MALC)
A total of 22 credits are required to be eligible for ITIL® Expert level. A mix of modules from Life Cycle and Capability channels is allowed provided there is no overlap of syllabus units.
You can read more in the syllabus.
Sample papers shall be shared during the training along with the student manual.
Is the ITIL® Intermediate SO or Service Operation Qualification conducted as an online/ virtual cour
No, there is no online/virtual course for this. The ITIL® Service Offerings and Agreements certification requires in-depth knowledge of the ITIL® framework which you get from our certified experts who lead the workshop.
You will get 4 credits toward ITIL® Expert certification and 30 PDUs for PMI® recertification.
PDUs are credits awarded by the Project Management Institute. They recognize your dedication to the Project Management world through the award of credits for every educational effort you make throughout your career. PDUs are offered by the PMI®, and every PMI® certification, except the CAPM®, requires you to earn a specific number of PDUs per three-year certification cycle.
No, your course fee includes the certification exam fee
You are welcome to revise the choice of city, place and date for any classroom training, if required. However, if it is cross-country, then there will be a revision in the training fee.
Any registration cancelled within 48 hours of the initial registration will be refunded in FULL (please note that all cancellations will incur a 5% deduction in the refunded amount due to transactional costs applicable while refunding) Refunds will be processed within 30 days of receipt of written request for refund. Kindly go through our Refund Policy for more details: https://www.knowledgehut.com/refund-policy
It is easy to enrol for the training online. There are several options to pay either through your debit/credit card that includes Visa Card, MasterCard; American Express or - via PayPal. Payment receipt will be issued to the candidate automatically by email.