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  • 9 hours of self-paced learning
  • 10 end of chapter quizzes
  • 2 sample test papers
  • Exam fee included

Course description

  • What’s the focus of this course?

    The Service Offerings and Agreements (SOA) module is one of the qualifications within the ITIL® Service Capability category of the ITIL® Intermediate level. This module covers principles and processes to create and manage service offering based on business requirements. It also focuses on best practices for developing, implementing and continually improving services.

    Simplilearn’s training programme for the ITIL® Intermediate SOA Module includes both online and classroom training. The courseware has been approved by APMG and CSME and includes quizzes and sample test papers.

    The Service Offerings and Agreements module is based mainly on best practice guidance in the ITIL® Service strategy and ITIL® Service Design publications.

  • Why is the certification most sought-after?

    Currently in its third version, ITIL® is the world’s most widely-used IT service management framework and is based on global best practices in IT service management. ITIL® enables organizations to:
    • Increase productivity
    • Optimize costs
    • Improve customer experience
    • Find a common language for service management
    • Gain a competitive edge
    • Build customer trust in the organization
    ITIL® qualifications set international benchmarks of quality for IT professionals all over the world. Professionals taking up ITIL® training are encouraged to come up with new ideas and approaches to improve customer satisfaction. They learn to contribute effectively to service delivery in the organization.

    The SOA module is worth four credits, useful in earning the minimum 17 credits to progress to the Managing Across the Lifecycle module, which is the final step before the ITIL® Expert Level. Certified professionals in this field can expect job roles such as Capacity Manager, Availability Manager, Service Level Manager, and Business Continuity Manager.

  • What are the course objectives?

    The ITIL® Certificate in Service Offerings and Agreement is intended to enable professionals to apply SOA practices in support of the service management lifecycle. 
    At the end of Simplilearn’s training in ITIL® Intermediate SOA, you will be able to:
    • Apply SOA practices to enable portfolio, service level, service catalogue, demand, supplier and financial management
    • Identify how the five stages of the ITIL® lifecycle (service strategy, service design, service transition, service operation and continual service improvement) can offer value to organizations and projects
    • Identify how service offering can be developed to support both business and user needs

  • What are the career benefits of this course?

    An ITIL® certifications helps IT professionals add weight to their profile, and typically earn 40% more compared to their non-certified peers. The SOA module of the ITIL® Intermediate Level enables candidates to view service management as a strategic asset as well as an organizational capability and ensure alignment between organization capabilities and business strategies.

    The value of ITIL® has increased sharply in recent years and an ITIL® certification is fast becoming an entry requirement for a majority of IT-based roles. According to recent surveys by payscale.com, the average salary of a certified professional in this field ranges from $75,000 to $90,000.

  • Who should take this course?

    The following roles are suited to take the ITIL® Service Design qualification to enhance their skills and expertise:
    • IT Management
    • IT Finance Manager
    • Capacity Manager
    • Service Level Manager
    • Business Continuity Manager
    • Service Portfolio Manager
    • Supplier Relationship Manager
    Additionally, this qualification can also be taken by:
    • ITIL® Foundation certified individuals wanting to advance to higher levels in ITIL®, and
    • Individuals requiring an in-depth knowledge of the ITIL® Service Offerings and Agreements processes.
    The SOA module can be one of the prerequisites for the ITIL® Expert and Master Levels in IT Service Management.

Course preview

    • Learning Unit 00 - Introductory Lesson 41:26
      • 0.1 ITIL 2011 CAPABILITY MODULE, SERVICE OFFERINGS and AGREEMENTS 01:21
      • 0.2 Agenda 01:09
      • 0.3 Objective 00:25
      • 0.4 ITIL 2011 Introduction 01:01
      • 0.5 ITIL ® 2011 Intermediate 00:51
      • 0.6 ITIL - Qualification Criteria 02:07
      • 0.7 Definition of Service Lifecycle 00:51
      • 0.8 Definition of Service Capability 00:47
      • 0.9 Difference between Lifecycle and Capability Modules 00:36
      • 0.10 Managing Across the Lifecycle 00:47
      • 0.11 Accreditation Institute 00:45
      • 0.12 SOA Course Description 00:45
      • 0.13 Course Objective 00:58
      • 0.14 Target Candidate 00:55
      • 0.15 Target Candidate contd.. 01:16
      • 0.16 Exam Pre-requisites 01:28
      • 0.17 ITIL 2011 SOA Exam Format 01:14
      • 0.18 Exam Tips 00:21
      • 0.19 Course Outline 07:37
      • 0.20 Quiz 00:56
      • 0.21 Foundation Basics 00:14
      • 0.22 Foundation Basics 01:39
      • 0.23 ITIL Service Management Lifecycle 03:25
      • 0.24 ITIL 2011 Processes across lifecycle 00:42
      • 0.25 Foundation Basics 01:38
      • 0.26 Business and IT Alignment How and what? 01:05
      • 0.27 Foundation Basics 00:37
      • 0.28 Foundation Basics 01:41
      • 0.29 Foundation Basics 01:22
      • 0.30 Foundation Basics 00:57
      • 0.31 Foundation Basics 01:18
      • 0.32 Thank You 00:38
    • Learning Unit 01 - Introduction to Service Offering and Agreement 49:46
      • 1.1 Introduction to SOA 00:26
      • 1.2 Service Strategy and Strategy management for IT services process 00:09
      • 1.3 Service Strategy 01:09
      • 1.4 Purpose and Objectives of Strategy Management for IT Service 02:30
      • 1.5 Scope of Strategy Management for IT Services 02:17
      • 1.6 Value of Strategy Management for IT Services 03:57
      • 1.7 Service Design and Design coordination process 00:18
      • 1.8 Service Design 01:09
      • 1.9 Purpose and Objectives of Design Co-ordination 03:00
      • 1.10 Design Co-ordination-Scope 04:26
      • 1.11 Design Co-ordination Value 01:46
      • 1.12 Value of Service 00:41
      • 1.13 Value 01:51
      • 1.14 Creating value 03:07
      • 1.15 Perception of value 01:07
      • 1.16 Utility and Warranty 01:37
      • 1.17 Marketing Mindset 00:57
      • 1.18 Identifying and understanding customer requirements 00:29
      • 1.19 Aspects of Service Design 02:30
      • 1.20 Identifying service requirements 03:58
      • 1.21 Identifying customer requirements 01:25
      • 1.22 Identifying customer requirements 01:59
      • 1.23 Identifying customer requirements 01:25
      • 1.24 Return on Investment 00:15
      • 1.25 Return on Investment 01:40
      • 1.26 Return on Investment 01:09
      • 1.27 Business Case 00:39
      • 1.28 Business Objective 01:51
      • 1.29 Single Business Impact Vs. Multiple Business Objectives 01:12
      • 1.30 Multiple Business Impacts Vs. Single Business Objective 00:47
      • 1.31 Quiz
    • Learning Unit 02 - Service Portfolio Management 51:38
      • 2.1 Service Portfolio Management 00:55
      • 2.2 Service Portfolio Management 02:09
      • 2.3 Purpose and Objectives of Service Portfolio Management 01:46
      • 2.4 Scope of Service Portfolio Management 01:19
      • 2.5 Value to the Business 01:17
      • 2.6 The Service Portfolio 00:13
      • 2.7 Service Pipeline 02:26
      • 2.8 Service Catalogue 04:12
      • 2.9 Service Portfolio and Service Catalogue 00:16
      • 2.10 Retired Service 02:22
      • 2.11 Other important aspects of SPM 01:24
      • 2.12 Phases of SPM 00:45
      • 2.13 Service portfolio management process 01:01
      • 2.14 Process Activities 03:15
      • 2.15 Process Activities 03:52
      • 2.16 Process Activities 01:53
      • 2.17 Process Activities 04:38
      • 2.18 Process Activities 01:17
      • 2.19 Triggers to Process 00:53
      • 2.20 Process Inputs 00:30
      • 2.21 Process Outputs 00:41
      • 2.22 Interfaces 04:11
      • 2.23 Information Management 01:46
      • 2.24 Critical Success Factors and Key Performance Indicators 02:38
      • 2.25 Challenges and Risks 02:12
      • 2.26 Designing service portfolio 01:08
      • 2.27 Exercise 00:53
      • 2.28 Scenario 00:53
      • 2.29 Solution 00:53
      • 2.30 Quiz
    • Learning Unit 03 - Service Catalogue Management 27:18
      • 3.1 Service Catalogue Management 00:52
      • 3.2 Service Catalogue 00:39
      • 3.3 Purpose and Objectives of Service Catalogue Management 01:13
      • 3.4 Scope of Service Catalogue Management 01:36
      • 3.5 Value to the Business 01:31
      • 3.6 Types of Service Catalogue 03:18
      • 3.7 Types of Service Catalogue 01:11
      • 3.8 Process Activities 01:17
      • 3.9 Triggers, Inputs and Outputs 01:56
      • 3.10 Information Management 03:02
      • 3.11 Critical Success Factors and KPIs 00:45
      • 3.12 Challenges and Risks 02:05
      • 3.13 Production of Service Catalogue 00:56
      • 3.14 Exercise 03:02
      • 3.15 Scenario 03:02
      • 3.16 Solution 00:53
      • 3.17 Quiz
    • Learning Unit 04 - Service Level Management 40:45
      • 4.1 Service Level Management 00:56
      • 4.2 Service Level Management 01:17
      • 4.3 Purpose and Objectives of Service Level Management 01:24
      • 4.4 Scope of Service Level Management 03:48
      • 4.5 Value to the Business 00:42
      • 4.6 Process Activities 01:33
      • 4.7 Triggers, Inputs and Outputs 04:37
      • 4.8 Service Level Management Process 00:42
      • 4.9 Interfaces 02:54
      • 4.10 Designing SLA Framework 02:55
      • 4.11 Designing SLA Framework 01:30
      • 4.12 Information Management 00:49
      • 4.13 CSFs and KPIs 01:26
      • 4.14 CSFs and KPIs 01:23
      • 4.15 Challenges 04:15
      • 4.16 Risks 00:58
      • 4.17 Content of SLAs and OLAs 03:10
      • 4.18 Content of SLAs and OLAs 01:38
      • 4.19 Exercise 03:02
      • 4.20 Scenario 00:53
      • 4.21 Solution 00:53
      • 4.22 Quiz
    • Learning Unit 05 - Demand Management 37:23
      • 5.1 Demand Management 00:51
      • 5.2 Demand Management and service lifecycle 01:30
      • 5.3 Purpose and Objectives of Demand Management 01:42
      • 5.4 Scope of Demand Management 02:11
      • 5.5 Value to the Business 00:40
      • 5.6 Challenges in Managing Service Demand 00:55
      • 5.7 Activities 00:53
      • 5.8 Demand and Capacity 02:05
      • 5.9 Activity based Demand Management 01:22
      • 5.10 Activity based Demand Management 01:41
      • 5.11 Benefits for analysing PBA 00:50
      • 5.12 Codifying of PBAs 00:24
      • 5.13 User Profile 01:01
      • 5.14 PBA and User Profile 00:41
      • 5.15 Differentiated Offerings 01:56
      • 5.16 Triggers, Inputs and Outputs 01:48
      • 5.17 Outputs 00:37
      • 5.18 Interfaces 04:23
      • 5.19 Information Management 00:55
      • 5.20 Critical Success Factors and Key Performance indicators 01:56
      • 5.21 Critical Success Factors and Key Performance indicators 01:22
      • 5.22 Challenges 01:00
      • 5.23 Risks 00:36
      • 5.24 Exercise 03:02
      • 5.25 Exercise 03:02
      • 5.26 Quiz
    • Learning Unit 06 - Supplier Management 36:10
      • 6.1 Supplier Management 00:58
      • 6.2 Purpose of Supply Management 00:28
      • 6.3 Objectives of Supplier Management 00:41
      • 6.4 Scope 02:26
      • 6.5 Value to the Business 00:54
      • 6.6 Basic Concepts 01:15
      • 6.7 Supplier and contracts management information system (SCMIS) 01:28
      • 6.8 Process Activities 03:30
      • 6.9 Evaluation of New Suppliers and Contracts 01:31
      • 6.10 Partnering relationships 02:12
      • 6.11 Contents of Underpinning Contract 02:16
      • 6.12 Supplier Categorization 02:33
      • 6.13 Triggers 01:10
      • 6.14 Inputs 01:57
      • 6.15 Outputs 01:51
      • 6.16 Interfaces 01:55
      • 6.17 Information Management 00:58
      • 6.18 Critical Success Factors and KPIs 01:43
      • 6.19 Challenges 02:20
      • 6.20 Risks 01:25
      • 6.21 Exercise 00:53
      • 6.22 Exercise 00:53
      • 6.23 Solution 00:53
      • 6.24 Quiz
    • Learning Unit 07 - Financial Management for IT services 1:40:59
      • 7.1 Financial Management 00:57
      • 7.2 Importance of process to service lifecycle 01:03
      • 7.3 Financial Management for IT Services 01:13
      • 7.4 Financial Management for IT Services 01:28
      • 7.5 Scope 01:09
      • 7.6 Value to the Business 02:51
      • 7.7 Enterprise financial management 04:25
      • 7.8 Funding Model and Analysis 02:34
      • 7.9 Financial Management Activities 01:42
      • 7.10 Accounting 02:18
      • 7.11 Accounting - Cost models 05:25
      • 7.12 Cost model - Cost by IT organisation 05:02
      • 7.13 Cost model - Cost by Service 05:02
      • 7.14 Hybrid cost model (Service, Customer and location) 03:41
      • 7.15 Accounting 03:14
      • 7.16 Accounting 06:46
      • 7.17 Accounting 10:53
      • 7.18 Budgeting 06:18
      • 7.19 Charging 05:52
      • 7.20 Charging Contd.. 06:37
      • 7.21 Triggers, Inputs and Outputs 06:23
      • 7.22 Output - Service Valuation 01:02
      • 7.23 Business Impact Analysis 01:02
      • 7.24 Interfaces 03:12
      • 7.25 Information Management 00:59
      • 7.26 Critical Success factors 02:13
      • 7.27 Key Performance Indicators 01:17
      • 7.28 Challenges 02:40
      • 7.29 Risks 01:02
      • 7.30 Exercise 00:53
      • 7.31 Exercise 00:53
      • 7.32 Solution 00:53
      • 7.33 Quiz
    • Learning Unit 08 - Business Relationship Management 47:44
      • 8.1 Business Relationship Management 00:42
      • 8.2 Purpose of Business Relationship Management 00:57
      • 8.3 Objectives of Business Relationship Management 01:25
      • 8.4 Scope of Business Relationship Management 01:44
      • 8.5 Business Relationship Management Process activities with other SM processes 02:58
      • 8.6 Value to the Business 01:35
      • 8.7 Business Relationship Management - concepts 02:56
      • 8.8 Customer Portfolio 02:13
      • 8.9 Customer Satisfaction 02:25
      • 8.10 Customer Requirements 03:21
      • 8.11 Business Relationship Management activities 00:54
      • 8.12 BRM Activities 01:24
      • 8.13 BRM Activities through the lifecycle 10:08
      • 8.14 BRM Activities through the lifecycle 04:43
      • 8.15 Triggers, Inputs and Outputs 01:58
      • 8.16 Interfaces 01:28
      • 8.17 Information Management 01:22
      • 8.18 Critical Success Factors 01:27
      • 8.19 Key Performance Indicators 01:28
      • 8.20 Challenges and Risks 02:36
      • 8.21 Quiz
    • Learning Unit 09 - SOA Roles and Responsibilities 22:19
      • 9.1 Roles and Responsibilities 00:26
      • 9.2 Process owner 01:54
      • 9.3 Process manager 01:21
      • 9.4 Key roles for Service portfolio management 01:19
      • 9.5 Key roles for Service catalogue management 01:54
      • 9.6 Key roles for Service level management 02:21
      • 9.7 Service level management process manager 01:37
      • 9.8 Key roles for Demand management 01:46
      • 9.9 Key roles for Supplier management 01:46
      • 9.10 Supplier process manager 01:56
      • 9.11 Key roles for Financial management of IT services 02:05
      • 9.12 Key roles for Financial management of IT services 00:39
      • 9.13 Key roles for Business relationship management 03:15
      • 9.14 Quiz
    • Learning Unit 10 - Technology and Implementation Considerations 34:21
      • 10.1 Technology and Implementation Considerations 00:57
      • 10.2 SOA technology considerations 00:50
      • 10.3 Service Design Tools 01:44
      • 10.4 Service Management tools 00:54
      • 10.5 Defining Tool Requirements 01:31
      • 10.6 Statement of Requirements 01:08
      • 10.7 Tool Evaluation Process 02:23
      • 10.8 Tool Selection Criteria 01:37
      • 10.9 Planning and Implementation 04:26
      • 10.10 Deployment considerations 00:31
      • 10.11 Implementing - Service design 03:03
      • 10.12 Challenges - Service Design 01:41
      • 10.13 Service Design - Risks 02:01
      • 10.14 Challenges - Service transition 02:05
      • 10.15 Risks - Service transition 01:27
      • 10.16 Challenges - Service Operation 06:29
      • 10.17 Critical Success factors - Service operation 01:34
      • 10.18 Quiz
    • Learning Unit 11 - Summary, case studies, exam preparation and directed 02:40
      • 11.1 Summary and Exam Preparation 00:25
      • 11.2 Summary 00:08
      • 11.3 Summary - SOA Introduction 00:08
      • 11.4 Summary - SOA processes 00:12
      • 11.5 Summary - SOA processes 00:12
      • 11.6 Summary - SOA 00:12
      • 11.7 Exam Preparation 00:08
      • 11.8 Exam Hints 00:12
      • 11.9 Exam Hints 00:12
      • 11.10 Exam Hints 00:12
      • 11.11 Exam Hints 00:12
      • 11.12 Directed studies and Glossary 00:12
      • 11.13 Thank you 00:15
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Exam & certification

  • How will I become a ITIL® Intermediate SOA certified?

    The ITIL® Service Offerings and Agreements qualification can only be taken as part of an accredited training course. To be eligible for the ITIL® Intermediate Module – Service Offerings and Agreements qualification, the following requirements have to be met:
    • A minimum 30 hours of instruction with an Accredited Training Organization (or an accredited e-learning solution).
    • ITIL® Foundation Certificate in IT Service Management.
    Two to four years of experience in the field of IT service management is highly desirable. Candidates should also spend some time reviewing the syllabus of the ITIL® Service Strategy and ITIL® Service Design publications to prepare for the exam. They must pay special attention to Chapter 2: Service management as a practice.

  • What do I need to do to unlock my Simplilearn certificate?

    Online Self learning:
    • Complete 85% of the course

Reviews

Great Course... And Exceptional Illustration through Diagrams.

FAQs

  • What payment options are available?

    You can enroll for the training online. Payments can be made using any of the following options and receipt of the same will be issued to the candidate automatically via email.

    1. Visa debit/credit card
    2. American express and Diners club card
    3. Master Card, or
    4. Through PayPal

  • What will I get along with this training?

    You will have access to the online e-learning and practice tests along with the training.

  • Can I cancel my enrollment? Will I get a refund?

    Yes, you can cancel your enrollment. We provide you complete refund after deducting the administration fee. To know more please go through our Refund Policy.

  • Do you provide money back guarantee for the training programs?

    Yes. We do offer a money-back guarantee for many of our training programs. You can refer to the Refund Policy and raise refund requests via our Help and Support portal.

  • Can I extend the access period?

    Yes, you can extend the access period by paying an additional fee. Please raise a request via our Help and Support portal.

  • Where and how can I access the e-learning content? Are there any limitations?

    Once you register with us for a course by paying the course fee, you can have 24/7 access to the e-learning content on our website. An automated course purchase confirmation mail from our side will guide you through the process.

  • I am not able to access the online course. Whom should I contact for a solution?

    Please raise a request via our Help and Support portal to have your issue resolved.

  • I’d like to learn more about this training program. Who should I contact?

    Contact us using the form on the right of any page on the Simplilearn website, or select the Live Chat link. Our customer service representatives will be able to give you more details.

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  • PMP, PMI, PMBOK, CAPM, PgMP, PfMP, ACP, PBA, RMP, SP, and OPM3 are registered marks of the Project Management Institute, Inc.
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