Course description

  • What are the course objectives?

    The Service Offerings and Agreements (SOA) module is one of the qualifications within the ITIL Service Capability category of the ITIL Intermediate level that covers principles and processes needed to create and manage service offering based on business requirements. This course is designed to ensure you develop the skills to build continuous improvement into every stage of the services lifecycle. The course includes self-paced learning, with courseware approved by APMG and CSME. 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 in such high demand?

    The ITIL framework sets international quality benchmarks for IT professionals around the world. The value of ITIL has grown sharply in recent years and an ITIL certification is fast becoming an entry-level requirement for a majority of IT-based roles. ITIL enables organizations to increase productivity, optimize costs, improve the customer experience, find a common language for service management, build customer trust in the organization and gain a competitive edge.
     
    The SOA module is worth four credits toward earning the minimum 17 credits to progress to the Managing Across the Lifecycle (MALC) 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 skills will you learn?

    The ITIL Certificate in Service Offerings and Agreements (SOA) is designed 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 requirements

  • What are the career benefits of this course?

    Professionals with ITIL Intermediate SOA Certification earn 40% higher salaries than their non-certified peers. According to the recent surveys by payscale.com, the average median salary of certified professionals in this field ranges from $75,000 to $90,000 per year. The SOA module of the ITIL Intermediate Level enables candidates to leverage service management as a strategic asset and ensure alignment between organization capabilities and business strategies.

  • Who should take this course?

    The following roles are ideal for taking the ITIL SOA course:
    • IT manager
    • IT finance manager
    • Capacity manager
    • Service level manager
    • Business continuity manager
    • Service portfolio manager
    • Supplier relationship manager 

    The course may also be taken by:
    • ITIL Foundation-certified individuals hoping to advance to higher levels in ITIL.
    • Individuals requiring an in-depth knowledge of the ITIL Service Offerings and Agreements processes

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 Services
        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 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 must be met:
    • A minimum 30 hours of instruction with an Accredited Training Organization (or an accredited e-learning solution).
    • Earn the 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 (SS) and ITIL Service Design (SD) publications to prepare for the exam, paying special attention to Chapter 2: Service Management as a Practice.

  • How do I unlock my Simplilearn certificate?

    For online self-learning, you must complete 85% of the course.

  • Until when can I procure exam voucher from Simplilearn?

    Your exam voucher fee is included in the price of this course. However, you must procure the exam voucher within six months from the date of course purchase. In case the exam price goes up and you have not yet booked the exam, you will need to pay the difference in amount to Simplilearn.

  • How frequently does the exam fee change?

    Exam prices are governed by the certification body and can change. Price changes are typically announced during the end of the calendar year. In case the exam price goes up and you have not yet booked the exam, you will need to pay the difference in amount to Simplilearn.

  • What is the validity of my exam voucher?

    Exam vouchers are valid for 1 year from the date of issuance. If you do not book the exam within 1 year from purchase of voucher, you will need to buy the voucher again per the actual price.

  • How will I take the exam?

    For customers outside India, web-based exam vouchers will be booked, and for Indian customers, only paper-based exam will be booked. Customers are expected to book the exam before the expiration of the validity of their course.

  • I would like to book paper-based exam in India, what is the process?

    Please click the below link for information regarding the booking process: https://www.simplilearn.com/ice9/about_course_images/Raise_exam_request_through_LMS.pdf

  • Does the course fee include examination fees as well?

    Yes, the course fee is inclusive of the examination fee.
     

  • How do I schedule my exam?

    For assistance in scheduling your exam, reach out to the sales consultant (inside sales manager) or raise a request to the support team of Simplilearn.  
     

  • Can I ask for refund of exam voucher cost once it is issued to me?

    No, exam voucher cost cannot be refunded once it is issued to a learner as we procure this from third party bodies. Simplilearn does not own the voucher policies and cost.

Course advisor

Manuel W Lloyd
Manuel W Lloyd Virtual CIO, IT Service Expert

Manuel W. Lloyd is a Process Expert known for his thought leadership in IT governance, legislative compliance, operational efficiency, and cyber security.

Reviews

Zulfiqar Haider
Zulfiqar Haider ITSM Process Lead, Islamabad

Great Course... And Exceptional Illustration through Diagrams.

FAQs

  • How do I enroll for the online training?

    You can enroll for this training on our website and make an online payment using any of the following options:
    • Visa Credit or Debit Card
    • MasterCard
    • American Express
    • Diner’s Club
    • PayPal 
    Once payment is received you will automatically receive a payment receipt and access information via email.

  • What is included with the training?

    You will get access to our online e-learning content and practice tests.

  • 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 learn more please refer to our Refund Policy.

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

    Yes. We do offer a money-back guarantee for many of our training programs. Refer to our Refund Policy and submit 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 contact our Help and Support portal for more information.

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

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

  • I am not able to access the online courses. Whom should I contact?

    Contact us using the form on the right of any page on the Simplilearn website, select the Live Chat link or contact Help & Support.

  • I’d like to learn more about this training program. Whom 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 can provide you with more details.

  • What certification will I receive after completing the training?

    After successful completion of the training, you will be awarded the course completion certificate along with the 19 PDUs. Once you successfully pass the exam, you will receive the ITIL SOA Certification from the exam body.

    Our Bangalore Correspondence / Mailing address

    # 53/1 C, Manoj Arcade, 24th Main, 2nd Sector, HSR Layout, Bangalore - 560102, Karnataka, India.

    • Disclaimer
    • ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.