The ITIL Intermediate Qualification: Service Offerings and Agreements (SOA) Certificate is a freestanding qualification, but is also part of the ITIL Intermediate Capability stream, and one of the modules that leads to the ITIL Expert in IT Service Management Certificate. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in Service Management as documented in the ITIL Service Lifecycle core publications.

The ITIL Certificate in Service Offerings and Agreements is intended to enable the holders of the certificate to apply the practices during the Service Management Lifecycle.

Target group

The target group of the ITIL Certificate in Service Offerings and Agreements is:

• Individuals who have attained the V3 ITIL Foundation certificate in Service Management, or the V3 Foundation Bridge certificate and who wish to advance to higher level ITIL certifications.
• Individuals who require a deep understanding of ITIL Certificate in the Service Offerings and Agreement processes and how it may be used to enhance the quality of IT service support within an organisation.
• IT professionals that are working within an organisation that has adopted and adapted ITIL who need to be informed about and thereafter contribute to an ongoing service improvement programme
• Operational staff involved in Service Portfolio Management; Service Catalogue Management; Service Level Management; Demand Management; Supplier Management; Financial Management and Business Relationship Management who wish to enhance their role-based capabilities.

This may include but is not limited to, IT professionals, business managers and business process owners.

Learning objectives

Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:

• Service Management as a Practice
• Business Relationship Managers who have responsibility to represent customers and ensure the Service Catalogue and Portfolio have the right needs
• Operational activities of processes covered in other Lifecycle phases such as Incident and Change Management
• Organizing for Service Operation which describe functions to be performed within Service Offerings and Agreement
• Service Offerings and Agreement roles and responsibilities
• Technology and Implementation Considerations
• Challenges, Critical Success Factors and risks
• CSI as a consequence of effective Service Offerings and Agreement

Processes across the Service Lifecycle pertaining to the Service Offerings and Agreement curriculum:

• Service Portfolio Management which provides documentation for services and prospective services in business terms
• 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 strategy to be implemented
• Supplier Management which ensures all partners and suppliers are managed in the appropriate way and includes contract management
• Financial Management which includes ensuring understanding of the service value and the management of all financial considerations

Prerequisites

Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the V3 Foundation or V2 Foundation plus Bridge Certificate) which shall be presented as documentary evidence to gain admission.

Learning outcomes

Following completion of this unit, the candidate will possess knowledge of:

• Understanding of the importance of Service Management as a Practice concept and Service Operation Principles, Purpose and Objective
• The importance of ITIL Service Offerings and Agreements while providing service
• How all processes in ITIL Service Offerings and Agreement interact with other Service Lifecycle Processes
• The processes, activities, methods and functions used in each of the ITIL Service Offerings and Agreement processes
• How to use the ITIL Service Offerings and Agreement processes, activities and functions to achieve operational excellence
• Explain how to measure ITIL Service Offerings and Agreements
• The importance of IT Security and its contributions to ITIL Service Offerings and Agreements
• Understanding of technology and implementation considerations surrounding ITIL Service Offerings and Agreements
• Challenges, Critical Success Factors and Risks associated to ITIL Service Offerings and Agreements

Reference Materials

The examination has been written on the basis that in preparing for the examination, all candidates will have attended an accredited training course and will have read the ITIL Service Lifecycle Practices Core guidance which includes:

About the Examination

Type: Online, eight (8) multiple choice, scenario-based, gradient scored questions. Each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks.

Duration: Maximum 90 minutes for all candidates in their respective language (Candidates sitting the examination in a language other than their first language are allowed to use a dictionary)

Pass Score: 28/40 or 70%

What is included

1. This course comes with the unique SMME 'PASS THE COURSE GUARANTEE' – we are so certain that our teaching will help you pass the course that, if you do not, we will let you attend a future course for free (valid 6 months after the initial course; you will only have to pay the repeat exam and accommodation fees of 30 USD per day).
2. Full course materials are included in the price
3. Comfortable training location, enjoyable meals and refreshments
4. The best trainers in the business - all native English speakers 
5. The cost of the exam is also included in the price - there are no hidden extras. 
6. Professional administration and the certainty that you can re-sit exams and attend follow-on courses in your region
7. Consistent very high (>80%) in-class satisfaction ratings ("happy sheets").

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