ITIL® Intermediate Service Offerings and Agreements (SOA)

Main subjects

  • Introduction to service offerings and agreements (SOA)
  • Service portfolio management
  • Service catalogue management
  • Service level management
  • Demand management
  • Supplier management
  • Financial Management for IT services
  • Business relationship management
  • SOA roles and responsibilities
  • Technology and implementation considerations

details exam

  • Duration: 90 minutes
  • Number of questions: 40 (Multiple Choice)
  • Pass mark: 28/40 or 65%
  • Open book: No
  • Electronic equipment: No
  • Level: Foundation
  • Available languages: English, Brazilian Portuguese

REQUIREMENTS

  • ITIL® Foundation certification.

CARGA HORÁRIA
24 HORAS

NÍVEL
FOUNDATION

PARCERIA:

AXELOS’ Accredited Training

ITIL® INTERMEDIATE SERVICE OFFERINGS AND AGREEMENTS (SOA)

 

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 TARGET GROUP

IT professionals

Business managers

Business process owners

Individuals who require a deep understanding of the ITIL Certificate in the Operational Support and Analysis processes and how it may be used to enhance the quality of IT service support within an organization

IT professionals who are working within an organization which has adopted and adapted ITIL and who need to be informed about, and thereafter contribute to, an ongoing service improvement programme

Operational staff involved in event management process, incident management process, request fulfilment process, problem management process, access management process, service desk, technical management, IT operations management and application management, and who wish to enhance their role-based capabilities

Individuals who have attained the ITIL Foundation Certificate in IT Service Management and wish to advance to higher level ITIL certifications

Individuals seeking the ITIL Expert Certificate in IT Service Management for which this qualification can be one of the prerequisite modules

Individuals seeking progress toward the ITIL Master Certificate in IT Service Management for which the ITIL Expert is a prerequisite.


Purpose

The ITIL Intermediate Qualification: Service Offerings and Agreements (SOA) Certificate is a free-standing qualification, but is also part of the ITIL Intermediate Capability stream, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in service management as documented in the ITIL Service Lifecycle core publications.

The ITIL Certificate in Service Offerings and Agreements is intended to enable the holders of the certificate to apply SOA practices service management lifecycle and specifically in the following key ITIL process, role and function areas:

Service portfolio management
Service catalogue management
Service level management
Demand management
Supplier management
Financial management for IT services
Business relationship management

All content of the training is in accordance with the requirements determined by the largest international certification bodies.

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All instructors are trained professionals with international recognition and qualification of the institutes to apply the training.

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