About ITIL Service Offerings and Agreements (SOA): Introduction and Overview

The Service Offerings and Agreements (SOA) module is one of the certifications in the ITIL® Service Capability work stream. The module focuses on the practical application of SOA practices in order to enable portfolio, service level, service catalogue, demand, supplier and financial management.
The content of the course is based mainly on the best practice guidance contained in the ITIL Service Strategy and ITIL Service Design publications.
The SOA course is designed to help organizations and individuals understand 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. It also provides guidance on how service offerings can be developed to support both business and user needs.

Course Content


ITIL Service Offerings and Agreements (SOA): Introduction and Overview
• The context in the service lifecycle of the SOA processes
• Strategy management for IT services
• Design coordination
Service Portfolio and Service Catalog Management
Principles of service portfolio management
• Relationship to the service catalog and service pipeline
• Thinking strategically
• Achieving customer focus
• Designing the service portfolio
• Allocating resources
• Linking business and IT services
Integrating the service catalog
• Purpose, goals and objectives
• Technical and business service catalogs
• Detailing operational services
• Using key metrics and critical success factors
• Producing a service catalog
• Service Level Management (SLM)
Service level management goals
• The significance of SLM to the service lifecycle
• How SLM creates business value
• Analyzing and explaining the scope of the process
• Policies, principles and basic concepts of SLM
The service level management process
• Negotiating Service Level Agreements (SLAs)
• Deliverables, roles and responsibilities
• SLAs, OLAs and review meetings
• Service improvement plans
• Monitoring service performance against SLAs
Demand and Supplier Management
Demand management
• Activity-based demand management and business activity patterns
• Managing capacity to maximize value
• Identifying patterns of business activity
• Connecting demand management to the service portfolio
Supplier management
• Analyzing the use of the supplier management process
• Process, scope and objectives
• Evaluating new suppliers
• Supplier categorization and maintenance of the supplier and contract database
• Ensuring supplier performance
• Contract management and administration
Financial Management for IT Services
How financial management contributes to the service lifecycle
• Managing financial considerations
• The scope, purpose and goals of the process
• Basic concepts: funding, accounting and charging
Principles of financial management
• Value to the business
• Building a business case
• Applying information management
• Generating and disseminating information
• Dealing with challenges and risks
Business Relationship Management (BRM)
• The purpose, objectives and scope of BRM
• Process activities, methods and techniques
• Triggers, inputs, outputs and interfaces
• Critical success factors and key performance indicators
Roles and Responsibilities
• Service portfolio management
• Service catalog management
• Service level management
• Supplier manager
Technology and Implementation Considerations
• Technology implementation as part of implementing service management
• Special technology functions related to SOA
• Generic requirements and evaluation criteria
• Good practices for implementation
• Challenges, critical success factors and risks

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