The course builds on the general principles covered as part of the ITIL® Foundation Certificate Course and provides in-depth knowledge of the ITIL® SOA topics as specified in the ITIL® Service Capability curriculum. This includes Service Portfolio Management, Service Level Management, Service Catalogue Management, Demand Management, Supplier Management and Financial Management.
Target Audience:
The course is suitable for individuals who require an in-depth understanding of Service Offerings & Agreement processes and how this may be used to enhance the quality of IT service provision within an organisation.
Pre-requisites:
Before attending this course, students must have attained a pass in the ITIL® Foundation exam or the ITIL® Bridging exam from either EXIN, ISEB or APMG. Proof will need to be provided before attending the course.
We recommend that course participants are familiar with the 5 ITIL® Core Publications prior to attending the course. In particular, the Service Strategy Book and the Service Design Book. The ITIL® Books are not included with this course.
We estimate approximately 10 hours of personal study will be required.
At Course Completion:
Proven industry best practice provides knowledge on ITIL® terminology, process structure, roles, functions and activities that will assist in understanding how the processes within Service Offerings and Agreements support the Service Lifecycle approach as described in ITIL®. The course provides participants with practical guidance about the important role of Service Offerings and Agreements in service provision and an understanding of how the processes interact with other Service Lifecycle processes.
Assessment
There is an examination at the end of the course. The SOA exam is a very challenging. It consists of a complex multiple-choice, closed book paper of 8 questions, to be answered within 90 minutes. The pass mark will be 70% or more.
Successful candidates will be awarded 4 credits towards the ITIL® Expert Certification.
