ITIL® Service Offerings and Agreements (SOA)

You Will Learn How To:

Prepare for and pass the ITIL Service Offerings and Agreements (SOA) Exam.
Outline key activities for the SOA processes.
Achieve operational excellence using the SOA activities and functions.
Measure the success of SOA by evaluating challenges, critical success factors and risks.

Workshop Activities Includes:

Drafting a service catalog.
Estimating costs and performing cost analyses.
Establishing relevant patterns of business activity.
Developing a service-based SLA template.
Critiquing SLAs and Operational Level Agreements (OLAs).
Daily review sessions and exam practice.

Important Course Information:

Pre-course reading required.
Approximately 1 hour of home study each evening.
Course includes a high degree of practical assignment work.
Course tuition includes the ITIL Intermediate Qualification: Service Offerings and Agreements. Certification Exam, as well as overview maps that illustrate the ITIL lifecycle stages, serving to reinforce key concepts and functioning as valuable reference tools.
The ITIL Foundation Certificate is required to attend this course and take the ITIL Certification Exam on the final day.

Who Should Attend:

This course is valuable for those who want to achieve the ITIL Intermediate Qualification: Service Offerings and Agreements Certificate. The ITIL Foundation Certificate is required to attend this course and to take the ITIL Intermediate Service Offerings and Agreements exam on the final day.

Training Hours:

Days 1 – 4 Course Hours:
8:30 a.m. – 4:00 p.m.
Four 10-minute breaks
60-minute lunch
Day 5 Course Hours:
8:30 a.m. – 2:30 p.m.
Two 10-minute breaks
60-minute lunch
Course Exam* 1:00 p.m. – 2:30 p.m.

Course Content:

SOA Introduction and Overview:

The context in the service lifecycle of the SOA processes
Strategy management for IT services
Design coordination
Service Portfolio and Service Catalog Management
Principles of service portfolio management
Relationship to the service catalog and service pipeline
Thinking strategically
Achieving customer focus
Designing the service portfolio
Allocating resources
Linking business and IT services

Integrating The Service Catalog

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 level management goals
The significance of SLM to the service lifecycle
How SLM creates business value
Analyzing and explaining the scope of the process
Policies, principles and basic concepts of SLM
The service level management process
Negotiating Service Level Agreements (SLAs)
Deliverables, roles and responsibilities
SLAs, OLAs and review meetings
Service improvement plans
Monitoring service performance against SLAs

Demand 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
Evaluating new suppliers
Supplier categorization and maintenance of the supplier and contract database
Ensuring supplier performance
Contract management and administration

Financial Management for IT Services

How financial management contributes to the service lifecycle
Managing financial considerations
The scope, purpose and goals of the process
Basic concepts: funding, accounting and charging
Principles of financial management
Value to the business
Building a business case
Applying information management
Generating and disseminating information
Dealing with challenges and risks

Business Relationship Management (BRM)

The purpose, objectives and scope of BRM
Process activities, methods and techniques
Triggers, inputs, outputs and interfaces
Critical success factors and key performance indicators

Roles and Responsibilities

Service portfolio management
Service catalog management
Service level management
Supplier manager

Technology and Implementation Considerations

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