ITIL® Capability - Service Offerings and Agreements

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.
Course Syllabus:
Learning Unit SOA01: Introduction to service offerings and agreements (SOA)
Learning Unit SOA02: Service portfolio management
Learning Unit SOA03: Service catalogue management
Learning Unit SOA04: Service level management
Learning Unit SOA05: Demand management
Learning Unit SOA06: Supplier management
Learning Unit SOA07: Financial Management for IT services
Learning Unit SOA08: Business relationship management
Learning Unit SOA09: SOA roles and responsibilities
Learning Unit SOA10: Technology and implementation considerations
Prerequisite Entry Criteria:
Candidates wishing to be trained and examined for this qualification must already hold the ITILFoundation Certificate in IT Service Management which must be presented as documentary evidence to gain admission
Candidates who hold the following ITIL qualifications are also eligible, and similar evidence will be required:
Earlier ITIL (V2) Foundation plus Foundation Bridge
ITIL Expert Certificate in IT Service Management (achieved via Service Manager or Practitioner bridging routes).
It is recommended that candidates:
Can demonstrate familiarity with IT terminology and understand that the context of service offerings and agreements management within their own business environment is strongly recommended
Have experience of working in the service management capacity within a service provider environment, with responsibility for at least one of the following management processes and activities:
Service portfolio management
Service catalogue management
Service level management
Demand management
Supplier management
Financial management for IT services
Business relationship management
Before attending training for the certification it is also strongly recommended that candidates read
the ITIL Service Lifecycle core publications and, in particular, the ITIL Service Strategy and ITIL
Service Design publications.
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