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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 AGREEMENTS01:21
      • 0.2 Agenda01:09
      • 0.3 Objective00:25
      • 0.4 ITIL 2011 Introduction01:01
      • 0.5 ITIL ® 2011 Intermediate00:51
      • 0.6 ITIL - Qualification Criteria02:07
      • 0.7 Definition of Service Lifecycle00:51
      • 0.8 Definition of Service Capability00:47
      • 0.9 Difference between Lifecycle and Capability Modules00:36
      • 0.10 Managing Across the Lifecycle00:47
      • 0.11 Accreditation Institute00:45
      • 0.12 SOA Course Description00:45
      • 0.13 Course Objective00:58
      • 0.14 Target Candidate00:55
      • 0.15 Target Candidate contd..01:16
      • 0.16 Exam Pre-requisites01:28
      • 0.17 ITIL 2011 SOA Exam Format01:14
      • 0.18 Exam Tips00:21
      • 0.19 Course Outline07:37
      • 0.20 Quiz00:56
      • 0.21 Foundation Basics00:14
      • 0.22 Foundation Basics01:39
      • 0.23 ITIL Service Management Lifecycle03:25
      • 0.24 ITIL 2011 Processes across lifecycle00:42
      • 0.25 Foundation Basics01:38
      • 0.26 Business and IT Alignment How and what?01:05
      • 0.27 Foundation Basics00:37
      • 0.28 Foundation Basics01:41
      • 0.29 Foundation Basics01:22
      • 0.30 Foundation Basics00:57
      • 0.31 Foundation Basics01:18
      • 0.32 Thank You00:38
    • Learning Unit 01 - Introduction to Service Offering and Agreement 49:46
      • 1.1 Introduction to SOA00:26
      • 1.2 Service Strategy and Strategy management for IT services process00:09
      • 1.3 Service Strategy01:09
      • 1.4 Purpose and Objectives of Strategy Management for IT Service02:30
      • 1.5 Scope of Strategy Management for IT Services02:17
      • 1.6 Value of Strategy Management for IT Services03:57
      • 1.7 Service Design and Design coordination process00:18
      • 1.8 Service Design01:09
      • 1.9 Purpose and Objectives of Design Co-ordination03:00
      • 1.10 Design Co-ordination-Scope04:26
      • 1.11 Design Co-ordination Value01:46
      • 1.12 Value of Service00:41
      • 1.13 Value01:51
      • 1.14 Creating value03:07
      • 1.15 Perception of value01:07
      • 1.16 Utility and Warranty01:37
      • 1.17 Marketing Mindset00:57
      • 1.18 Identifying and understanding customer requirements00:29
      • 1.19 Aspects of Service Design02:30
      • 1.20 Identifying service requirements03:58
      • 1.21 Identifying customer requirements01:25
      • 1.22 Identifying customer requirements01:59
      • 1.23 Identifying customer requirements01:25
      • 1.24 Return on Investment00:15
      • 1.25 Return on Investment01:40
      • 1.26 Return on Investment01:09
      • 1.27 Business Case00:39
      • 1.28 Business Objective01:51
      • 1.29 Single Business Impact Vs. Multiple Business Objectives01:12
      • 1.30 Multiple Business Impacts Vs. Single Business Objective00:47
      • 1.31 Quiz
    • Learning Unit 02 - Service Portfolio Management 51:38
      • 2.1 Service Portfolio Management00:55
      • 2.2 Service Portfolio Management02:09
      • 2.3 Purpose and Objectives of Service Portfolio Management01:46
      • 2.4 Scope of Service Portfolio Management01:19
      • 2.5 Value to the Business01:17
      • 2.6 The Service Portfolio00:13
      • 2.7 Service Pipeline02:26
      • 2.8 Service Catalogue04:12
      • 2.9 Service Portfolio and Service Catalogue00:16
      • 2.10 Retired Service02:22
      • 2.11 Other important aspects of SPM01:24
      • 2.12 Phases of SPM00:45
      • 2.13 Service portfolio management process01:01
      • 2.14 Process Activities03:15
      • 2.15 Process Activities03:52
      • 2.16 Process Activities01:53
      • 2.17 Process Activities04:38
      • 2.18 Process Activities01:17
      • 2.19 Triggers to Process00:53
      • 2.20 Process Inputs00:30
      • 2.21 Process Outputs00:41
      • 2.22 Interfaces04:11
      • 2.23 Information Management01:46
      • 2.24 Critical Success Factors and Key Performance Indicators02:38
      • 2.25 Challenges and Risks02:12
      • 2.26 Designing service portfolio01:08
      • 2.27 Exercise00:53
      • 2.28 Scenario00:53
      • 2.29 Solution00:53
      • 2.30 Quiz
    • Learning Unit 03 - Service Catalogue Management 27:18
      • 3.1 Service Catalogue Management00:52
      • 3.2 Service Catalogue00:39
      • 3.3 Purpose and Objectives of Service Catalogue Management01:13
      • 3.4 Scope of Service Catalogue Management01:36
      • 3.5 Value to the Business01:31
      • 3.6 Types of Service Catalogue03:18
      • 3.7 Types of Service Catalogue01:11
      • 3.8 Process Activities01:17
      • 3.9 Triggers, Inputs and Outputs01:56
      • 3.10 Information Management03:02
      • 3.11 Critical Success Factors and KPIs00:45
      • 3.12 Challenges and Risks02:05
      • 3.13 Production of Service Catalogue00:56
      • 3.14 Exercise03:02
      • 3.15 Scenario03:02
      • 3.16 Solution00:53
      • 3.17 Quiz
    • Learning Unit 04 - Service Level Management 40:45
      • 4.1 Service Level Management00:56
      • 4.2 Service Level Management01:17
      • 4.3 Purpose and Objectives of Service Level Management01:24
      • 4.4 Scope of Service Level Management03:48
      • 4.5 Value to the Business00:42
      • 4.6 Process Activities01:33
      • 4.7 Triggers, Inputs and Outputs04:37
      • 4.8 Service Level Management Process00:42
      • 4.9 Interfaces02:54
      • 4.10 Designing SLA Framework02:55
      • 4.11 Designing SLA Framework01:30
      • 4.12 Information Management00:49
      • 4.13 CSFs and KPIs01:26
      • 4.14 CSFs and KPIs01:23
      • 4.15 Challenges04:15
      • 4.16 Risks00:58
      • 4.17 Content of SLAs and OLAs03:10
      • 4.18 Content of SLAs and OLAs01:38
      • 4.19 Exercise03:02
      • 4.20 Scenario00:53
      • 4.21 Solution00:53
      • 4.22 Quiz
    • Learning Unit 05 - Demand Management 37:23
      • 5.1 Demand Management00:51
      • 5.2 Demand Management and service lifecycle01:30
      • 5.3 Purpose and Objectives of Demand Management01:42
      • 5.4 Scope of Demand Management02:11
      • 5.5 Value to the Business00:40
      • 5.6 Challenges in Managing Service Demand00:55
      • 5.7 Activities00:53
      • 5.8 Demand and Capacity02:05
      • 5.9 Activity based Demand Management01:22
      • 5.10 Activity based Demand Management01:41
      • 5.11 Benefits for analysing PBA00:50
      • 5.12 Codifying of PBAs00:24
      • 5.13 User Profile01:01
      • 5.14 PBA and User Profile00:41
      • 5.15 Differentiated Offerings01:56
      • 5.16 Triggers, Inputs and Outputs01:48
      • 5.17 Outputs00:37
      • 5.18 Interfaces04:23
      • 5.19 Information Management00:55
      • 5.20 Critical Success Factors and Key Performance indicators01:56
      • 5.21 Critical Success Factors and Key Performance indicators01:22
      • 5.22 Challenges01:00
      • 5.23 Risks00:36
      • 5.24 Exercise03:02
      • 5.25 Exercise03:02
      • 5.26 Quiz
    • Learning Unit 06 - Supplier Management 36:10
      • 6.1 Supplier Management00:58
      • 6.2 Purpose of Supply Management00:28
      • 6.3 Objectives of Supplier Management00:41
      • 6.4 Scope02:26
      • 6.5 Value to the Business00:54
      • 6.6 Basic Concepts01:15
      • 6.7 Supplier and contracts management information system (SCMIS)01:28
      • 6.8 Process Activities03:30
      • 6.9 Evaluation of New Suppliers and Contracts01:31
      • 6.10 Partnering relationships02:12
      • 6.11 Contents of Underpinning Contract02:16
      • 6.12 Supplier Categorization02:33
      • 6.13 Triggers01:10
      • 6.14 Inputs01:57
      • 6.15 Outputs01:51
      • 6.16 Interfaces01:55
      • 6.17 Information Management00:58
      • 6.18 Critical Success Factors and KPIs01:43
      • 6.19 Challenges02:20
      • 6.20 Risks01:25
      • 6.21 Exercise00:53
      • 6.22 Exercise00:53
      • 6.23 Solution00:53
      • 6.24 Quiz
    • Learning Unit 07 - Financial Management for IT services 1:40:59
      • 7.1 Financial Management00:57
      • 7.2 Importance of process to service lifecycle01:03
      • 7.3 Financial Management for IT Services01:13
      • 7.4 Financial Management for IT Services01:28
      • 7.5 Scope01:09
      • 7.6 Value to the Business02:51
      • 7.7 Enterprise financial management04:25
      • 7.8 Funding Model and Analysis02:34
      • 7.9 Financial Management Activities01:42
      • 7.10 Accounting02:18
      • 7.11 Accounting - Cost models05:25
      • 7.12 Cost model - Cost by IT organisation05:02
      • 7.13 Cost model - Cost by Service05:02
      • 7.14 Hybrid cost model (Service, Customer and location)03:41
      • 7.15 Accounting03:14
      • 7.16 Accounting06:46
      • 7.17 Accounting10:53
      • 7.18 Budgeting06:18
      • 7.19 Charging05:52
      • 7.20 Charging Contd..06:37
      • 7.21 Triggers, Inputs and Outputs06:23
      • 7.22 Output - Service Valuation01:02
      • 7.23 Business Impact Analysis01:02
      • 7.24 Interfaces03:12
      • 7.25 Information Management00:59
      • 7.26 Critical Success factors02:13
      • 7.27 Key Performance Indicators01:17
      • 7.28 Challenges02:40
      • 7.29 Risks01:02
      • 7.30 Exercise00:53
      • 7.31 Exercise00:53
      • 7.32 Solution00:53
      • 7.33 Quiz
    • Learning Unit 08 - Business Relationship Management 47:44
      • 8.1 Business Relationship Management00:42
      • 8.2 Purpose of Business Relationship Management00:57
      • 8.3 Objectives of Business Relationship Management01:25
      • 8.4 Scope of Business Relationship Management01:44
      • 8.5 Business Relationship Management Process activities with other SM processes02:58
      • 8.6 Value to the Business01:35
      • 8.7 Business Relationship Management - concepts02:56
      • 8.8 Customer Portfolio02:13
      • 8.9 Customer Satisfaction02:25
      • 8.10 Customer Requirements03:21
      • 8.11 Business Relationship Management activities00:54
      • 8.12 BRM Activities01:24
      • 8.13 BRM Activities through the lifecycle 10:08
      • 8.14 BRM Activities through the lifecycle04:43
      • 8.15 Triggers, Inputs and Outputs01:58
      • 8.16 Interfaces01:28
      • 8.17 Information Management01:22
      • 8.18 Critical Success Factors01:27
      • 8.19 Key Performance Indicators01:28
      • 8.20 Challenges and Risks02:36
      • 8.21 Quiz
    • Learning Unit 09 - SOA Roles and Responsibilities 22:19
      • 9.1 Roles and Responsibilities00:26
      • 9.2 Process owner01:54
      • 9.3 Process manager01:21
      • 9.4 Key roles for Service portfolio management01:19
      • 9.5 Key roles for Service catalogue management01:54
      • 9.6 Key roles for Service level management02:21
      • 9.7 Service level management process manager01:37
      • 9.8 Key roles for Demand management01:46
      • 9.9 Key roles for Supplier management01:46
      • 9.10 Supplier process manager01:56
      • 9.11 Key roles for Financial management of IT services02:05
      • 9.12 Key roles for Financial management of IT services00:39
      • 9.13 Key roles for Business relationship management03:15
      • 9.14 Quiz
    • Learning Unit 10 - Technology and Implementation Considerations 34:21
      • 10.1 Technology and Implementation Considerations00:57
      • 10.2 SOA technology considerations00:50
      • 10.3 Service Design Tools01:44
      • 10.4 Service Management tools00:54
      • 10.5 Defining Tool Requirements01:31
      • 10.6 Statement of Requirements01:08
      • 10.7 Tool Evaluation Process02:23
      • 10.8 Tool Selection Criteria01:37
      • 10.9 Planning and Implementation04:26
      • 10.10 Deployment considerations00:31
      • 10.11 Implementing - Service design03:03
      • 10.12 Challenges - Service Design01:41
      • 10.13 Service Design - Risks02:01
      • 10.14 Challenges - Service transition02:05
      • 10.15 Risks - Service transition01:27
      • 10.16 Challenges - Service Operation06:29
      • 10.17 Critical Success factors - Service operation01:34
      • 10.18 Quiz
    • Learning Unit 11 - Summary, case studies, exam preparation and directed 02:40
      • 11.1 Summary and Exam Preparation00:25
      • 11.2 Summary00:08
      • 11.3 Summary - SOA Introduction00:08
      • 11.4 Summary - SOA processes00:12
      • 11.5 Summary - SOA processes00:12
      • 11.6 Summary - SOA00:12
      • 11.7 Exam Preparation00:08
      • 11.8 Exam Hints00:12
      • 11.9 Exam Hints00:12
      • 11.10 Exam Hints00:12
      • 11.11 Exam Hints00:12
      • 11.12 Directed studies and Glossary00:12
      • 11.13 Thank you00:15
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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.

Our Bangalore address

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