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 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 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 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 the event that an exam price does go 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. If the event that an exam price does go 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 India customers, only paper-based exam will be booked. Customers are expected to book the exam before the expiration of validity of their course.

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

    You can book the paper-based exam by contacting our team and visiting any of the centers below to take the exam.

    City Days Timings
    Bangalore Saturday & Sunday 08:00 AM - 08:00 PM
    Weekdays 08:00 AM - 08:00 PM
    Chennai Saturday 09:00 AM - 06:00 PM
    Hyderabad Saturday 09:00 AM - 06:00 PM
    Pune Saturday 09:00 AM - 06:00 PM
    Mumbai Saturday 09:00 AM - 06:00 PM
    Delhi Saturday 09:00 AM - 06:00 PM
    Kolkata Saturday 09:00 AM - 06:00 PM

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