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 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 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.

    • 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.