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ITIL SOA – Service Offerings & Agreement

Classroom Training   |   4 days

TRAINING DETAILS

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DESCRIPTION

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.

This 4-day course provides a deeper exposure to the practical aspects of the ITIL v3 processes associated with Service Offerings and Agreements. The main focus of this course is the development of operational subject matter expertise on these processes in a practical, hands-on learning environment.

  • Earn 4 Credit Points Towards being ITIL expert Certified
  • Mock exams for Practice
  • 4 days of comprehensive classroom training

● Overview of Service offerings and agreements (SOA)
● Service portfolio management
● Service catalogue management
● Service level management
● Demand management
● Business relationship management
● SOA roles and responsibilities
● Supplier management
● Financial Management for IT services
● Technology and implementation considerations
● Exercises and Case Studies
● Exam Review and Mock Exam

● Understanding Service Management as a Practice, and how the processes within Service Offerings and Agreements support the Service Life cycle
● Challenges, Critical Success Factors and risks related to Service Offerings and Agreements (SOA)
● Enables IT to consistently deliver services within the agreed SLAs across the enterprise
● Enables IT to consistently deliver loosely-coupled, reusable services within the agreed SLAs across the enterprise
● Increased IT flexibility Business agility
● Simplification,flexibility, consistency, productivity, and ease-of-use brought about through service reuse

● Individuals who have their ITIL® Foundation
● Business Relationship Managers
● Service Portfolio Managers
● Service Catalogue Managers
● Service Level Managers
● Supplier Managers/Senior IT Managers / Directors
● IT / Business Managers
● IT / Business process owners
● IT Practitioners

CERTIFICATIONS

Eligibility :
Hold an ITIL v3 Foundation Certificate or ITIL v2 Foundation + V3 Foundation Bridge Certificate It is recommended that candidates read the ITIL Service Life cycle core publications prior to the course.

Process :
To achieve ITIL SOA certification, participants must comply with these requisites:
• Pass the multiple-choice paper exam (40 questions, 1-hour and 30 mins ‘closed book’), which will be given after the training with a score of 28 (70%)

FAQ

  • Will I Get a Course completion Certificate?

    Yes, we offer course completion certificate after you successfully complete the training program.

  • Is there any provision for group discounts for this training program?

    APEX Global offers standard promos such as the early bird or group discount contact training@eccinternational for more information

  • Where is the classroom being held?

    Training venue will be announced one week before the said training day, and will be informed through email

  • Are there any Pre-requisites for this course?

    To be eligible for the course you must
    • Hold an ITIL v3 Foundation Certificate or ITIL v2 Foundation + V3 Foundation Bridge Certificate
    • There is no minimum mandatory requirement but 2 to 4 years professional experience is desirable It is strongly recommended that candidates read the ITIL Service Life cycle core publications in advance of attending training for the certification.

  • What is the process on getting the certification?

    The examination will be held on the last day of the training.
    This is a 1 hour 30 min 40 question examination.closed book exam, and electronic devices are not allowed. Participants have to score 28 (70%) to attain the certification. Candidates will be awarded 3 credits towards being ITIL expert. To attain the highest level of ITIL® which is the ITIL® Expert certification, a candidate should have 22 credits.

  • What is the Importance of ITIL Certification?

    Having ITIL Credentials gives the participants the edge within the IT service management field. It gives organizations means to support business outcomes, Enables business change, Manage risk, optimize customer experience, show value for money and helps the organization continually improve. 

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