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Overview

The ITIL Intermediate: Service Offerings and Agreement (SOA) course is designed to enable individuals to master the key processes in ITIL to develop service offerings and agreement aligned to the business objectives of an organization. It is a hands-on practical approach to enable learners to understand the practical application of ITIL concepts, roles, structures and functions related to strategy management for IT services, business relationship management and service level management. It is a comprehensive course that will enable learners to acquire knowledge to establish strategies for services which the SOA processes depend on. The course is practical and will give learners the knowledge to understand the critical success factors, risks and challenges.

The ITIL Intermediate: Service Offerings and Agreement course introduces learners financial management, demand management, supplier management and service portfolio management.

The ITIL Intermediate: Service Offerings and Agreement course will teach learners how to formalise IT service offerings and to ensure that by implementing SOA, the stakeholders will know what to expect, and you can offer consistent customer satisfaction. The Service Offerings and Agreement module is worth 4 credits to achieve the minimum of 17 credits required before reaching the final step of the ITIL Expert Level. The course is globally recognised and accredited to a training organisation and learners will be issued an internationally recognised qualification following full completion of the ITIL Intermediate: Service Offerings and Agreement course.

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Learning Outcomes

  • Gain an understanding of how SOA brings to the organisation in supporting the service lifecycle.
  • Learn how to correctly identify customer requirements.
  • Learn about strategic process and how it enables IT service-based costing is combined with service results in a real-world business-based price.
  • Sets up service level agreement to ensure that it has the support structure in place.
  • Identify business activity patterns to ensure the appropriate strategy is implemented.
  • Gain a good understanding of ROI and how important considerations and improvements are made in these processes.

Access Duration

The course will be directly delivered to you, and you have 12 months access to the online learning platform from the date you joined the course.  The course is self-paced and you can complete it in stages, revisiting the lectures at any time.

Who is this Course aimed at?

  • The course is aimed at IT Operations Manager.
  • Service Level Manager
  • Business Relationship Manager
  • IT Supplier Manager
  • Individuals working in roles within service based business models who want to enhance their knowledge of concepts, functions and processes related to service operation.

Entry Requirements

  • The course requires that learners have an understanding of the ITIL Foundation course.

Method of Assessment

At the end of the ITIL Intermediate: Service Offerings and Agreement course you will be required to take a multiple choice question assessment test comprising of 8 questions per paper in 90 minutes duration. (28 marks required to pass out of 40) The multiple choice question assessment will be automatically marked with learners receiving an instant grade. The pass mark is 70%, closed book.

Certification

Those who successfully complete the exam will be awarded the certificate in ITIL Intermediate: Service Offerings and Agreement.

Awarding Body

The certificate will be awarded by Axelos. This is a globally recognised best practice qualification that will make your CV standout and encourage employers to see your motivation at expanding your skills and knowledge in the IT enterprise.

Progression and Career Path

Once you successfully complete ITIL Intermediate: Service Offerings and Agreement you will be qualified to work in the following positions. The ITIL qualification will also put you in line to demand a higher salary or job promotion. The average UK salary per annum according to https://www.payscale.com is given below.

  • IT Operations Manager – (£45,537 per annum)
  • IT Security Manager – (£50,473 per annum)
  • Business Relationship Manager – (£40,571 per annum)
  • Configuration Manager  – (£37,654 annum)
  • IT Project Manager – (£42,151 per annum)

Others Jobs you can get

  • Network Support
  • System Software
  • Application Support

ITIL®, RESILIA™, PRINCE2®, and the Swirl logo™ are registered trade marks of the AXELOS Limited, used under permission of AXELOS. All rights reserved.

Course Curriculum

➤ Module 01: Course Introduction – Vo
Course Introduction
Course Introduction Part 1 00:00:00
Course Introduction Part 2 00:00:00
Course Introduction Part 3 00:00:00
1.0 Lesson: Course Organization
Course Organization part 1 00:00:00
Course Organization part 2 00:00:00
Course Organization part 3 00:00:00
1.1 Welcome to the Course! 00:00:00
1.2 Mentoring Community Introductions 00:00:00
1.3 Why Are You Here? 00:00:00
1.4 Using Bloom’s Taxonomy 00:00:00
1.5 What Do You Expect? 00:00:00
1.6 Housekeeping Online 00:00:00
2.0 Lesson: Course Conventions & Agenda
Course Conventions & Agenda 00:00:00
2.1 Conventions Used 00:00:00
2.2 Quizzes & Exercises 00:00:00
2.3 ITIL Qualification Scheme 00:00:00
2.4 ITIL Capability Exam 00:00:00
2.5 Getting Started with an Online Class 00:00:00
2.6 Chapter 01 Review 00:00:00
➤ Module 02: Service Offerings And Agreements
1.0 Lesson: Introduction To Service Offerings & Agreements
Introduction to Service Offerings & Agreements part 1 00:00:00
Introduction to Service Offerings & Agreements part 2 00:00:00
Introduction to Service Offerings & Agreements part 3 00:00:00
1.1 Introduction 00:00:00
1.2 Objective 00:00:00
1.3 Scope 00:00:00
1.4 Value to the Business 00:00:00
1.5 Concepts 00:00:00
2.0 Lesson: Service offerings & Agreements Principles
Service Offerings & Agreements Principles 00:00:00
2.1 SOA Context 00:00:00
2.2 Service Portfolio 00:00:00
2.3 Service Pipeline 00:00:00
2.4 Service Catalog 00:00:00
2.5 SOA & Design Coordination Overview 00:00:00
2.6 SD & SLM 00:00:00
2.7 SOA & Value 00:00:00
2.8 Value of a Service 00:00:00
2.9 Creating Service Value 00:00:00
2.10 Perception of Value 00:00:00
2.11 Framing Service Value 00:00:00
2.12 Supplier Management 00:00:00
3.0 Lesson: Service offerings & Agreements Context
Service Offerings & Agreements Context 00:00:00
3.1 Relationships 00:00:00
3.2 Information 00:00:00
3.3 Metrics & Measures 00:00:00
3.4 Challenges 00:00:00
3.5 SOA Processes 00:00:00
4.0 Lesson: Service Offerings & Agreements Summary
Service Offerings & Agreements Summary 00:00:00
4.1 SOA Summary 00:00:00
4.2 Checkpoint 00:00:00
4.3 Chapter 02 Review 00:00:00
➤ Module 03: Soa Processes
1.0 Lesson: Service Portfolio Management
Service Portfolio Management Part 1 00:00:00
Service Portfolio Management Part 2 00:00:00
Service Portfolio Management Part 3 00:00:00
1.1 Introduction 00:00:00
1.2 Purpose, Goals & Objectives 00:00:00
1.3 Scope 00:00:00
1.4 Value to the Business 00:00:00
1.5 Concepts 00:00:00
1.6 Service Portfolio 00:00:00
1.7 Service Portfolio & CMS 00:00:00
1.8 Other Portfolios 00:00:00
1.9 Designing the Service Portfolio 00:00:00
1.10 Service Portfolio Methods 00:00:00
1.11 SPM Initiation 00:00:00
1.12 Define 00:00:00
1.13 Option Space Tool 00:00:00
1.14 Analyze 00:00:00
1.16 Charter 00:00:00
1.15 Approve 00:00:00
1.17 Retiring Services 00:00:00
1.18 Triggers, Inputs & Outputs 00:00:00
1.19 Relationships 00:00:00
1.20 Information 00:00:00
1.21 Critical Success Factors 00:00:00
1.22 Challenges & Risks 00:00:00
1.23 Summary 00:00:00
2.0 Lesson: Service Catalog Management
Service Catalog Management 00:00:00
2.1 Introduction 00:00:00
2.2 Purpose, Goals & Objectives 00:00:00
2.3 Scope 00:00:00
2.4 Value to the Business 00:00:00
2.5 Concepts 00:00:00
2.6 Service Catalog Views 00:00:00
2.7 Activities 00:00:00
2.8 Agree & Document Service Definition 00:00:00
2.9 Interrace with Service Portfolio Management 00:00:00
2.10 Produce & Maintain Service Catalog 00:00:00
2.11 Interfacing 00:00:00
2.12 Service Catalog Example 00:00:00
2.13 Triggers, Inputs & Outputs 00:00:00
2.14 Relationships 00:00:00
2.15 Information 00:00:00
2.16 Critical Success Factors 00:00:00
2.17 Challenges & Risks 00:00:00
2.18 Summary 00:00:00
3.0 Lesson: Service Level Management
3.1 Introduction 00:00:00
3.2 Purpose, Goals & Objectives 00:00:00
3.3 Scope 00:00:00
3.4 Value to the Business 00:00:00
3.5 Concepts 00:00:00
3.6 Activities of Service Level Management 00:00:00
3.7 Activities of Service Level Management Process 00:00:00
3.8 SLA Frameworks 00:00:00
3.9 SLRs & SLAs 00:00:00
3.10 Improving Customer Satisfaction 00:00:00
3.11 Managing Underpinning Agreements 00:00:00
3.12 Service Reporting 00:00:00
3.13 Service Improvement Plan (SIP) 00:00:00
3.14 Service Reviews 00:00:00
3.15 Managing & Revising SLAs & UCs 00:00:00
3.16 Contacts & Relationships 00:00:00
3.17 Feedback 00:00:00
3.18 SLA Components 00:00:00
3.19 OLA Components 00:00:00
3.20 Triggers, Inputs & Outputs 00:00:00
3.21 Service Level Management Relationships 00:00:00
3.22 Information 00:00:00
3.23 Critical Success Factors 00:00:00
3.24 Challenges & Risks 00:00:00
3.25 Service Level Management Summary 00:00:00
4.0 Lesson: Demand Management
Demand Management 00:00:00
4.1 Introduction 00:00:00
4.2 Purpose, Goals & Objectives 00:00:00
4.3 Scope 00:00:00
4.4 Value to the Business 00:00:00
4.5 Concepts 00:00:00
4.6 Activity-Based Demand Management 00:00:00
4.7 Business Activity-Patterns 00:00:00
4.8 Patterns of Business Activity 00:00:00
4.9 User Profile 00:00:00
4.10 Matching UP to PBA 00:00:00
4.11 Demand Modeling 00:00:00
4.12 Managing Demand 00:00:00
4.13 Service Packages 00:00:00
4.14 Triggers, Inputs & Outputs 00:00:00
4.15 Relationships 00:00:00
4.16 Information 00:00:00
4.17 Critical Success Factors 00:00:00
4.18 Challenges & Risks 00:00:00
4.19 Summary 00:00:00
5.0 Lesson: Supplier Management
Supplier Management 00:00:00
5.1 Introduction 00:00:00
5.2 Purpose, Goals & Objectives 00:00:00
5.3 Scope 00:00:00
5.4 Value to the Business 00:00:00
5.5 Concepts 00:00:00
5.6 Activities 00:00:00
5.7 Evaluate New Suppliers & Contracts 00:00:00
5.8 Supplier Evaluation 00:00:00
5.9 Contract Evaluation 00:00:00
5.10 Categorize Suppliers & Maintain SCMIS 00:00:00
5.11 Supplier Categorization Matrix 00:00:00
5.12 Establish New Suppliers & Contracts 00:00:00
5.13 Manage Supplier & Contract Performance 00:00:00
5.14 Renew/Terminate Contracts 00:00:00
5.15 Triggers, Inputs & Outputs 00:00:00
5.16 Relationships 00:00:00
5.17 Information 00:00:00
5.18 CSFs 00:00:00
5.19 Challenges & Risks 00:00:00
5.20 Supplier Management Summary 00:00:00
6.0 Lesson: Financial Management
6.1 Introduction 00:00:00
6.2 Purpose, Goals & Objectives 00:00:00
6.3 Scope 00:00:00
6.4 Value to the Business 00:00:00
6.5 Concepts 00:00:00
6.6 Financial Management Activities Overview 00:00:00
6.7 Process Activities 00:00:00
6.8 Accounting 00:00:00
6.9 Accounting Activities 00:00:00
6.10 Cost Models 00:00:00
6.11 Cost Centers & Cost Units 00:00:00
6.12 Cost Types & Elements 00:00:00
6.13 Cost Allocation 00:00:00
6.14 Chart of Accounts 00:00:00
6.15 Analysis & Reporting 00:00:00
6.16 Action Plans 00:00:00
6.17 Budgeting 00:00:00
6.18 Budgeting Activities 00:00:00
6.19 Charging Activity 00:00:00
6.20 Charging Policies 00:00:00
6.21 Chargeable Items 00:00:00
6.22 Pricing 00:00:00
6.23 Billing 00:00:00
6.24 Financial Management Cycles 00:00:00
6.25 Return on Investment 00:00:00
6.26 Triggers, Inputs & Outputs 00:00:00
6.27 Relationships 00:00:00
6.28 Information 00:00:00
6.29 Critical Success Factors 00:00:00
6.30 Challenges & Risks 00:00:00
6.31 Summary 00:00:00
7.0 Lesson: Business Relationship Management
Business Relationship Management 00:00:00
7.1 Introduction 00:00:00
7.2 Purpose Goals & Objectives 00:00:00
7.3 Scope 00:00:00
7.4 Business Value 00:00:00
7.5 Policies, Principles & Concepts 00:00:00
7.6 Process Initiation 00:00:00
7.7 Customer 00:00:00
7.8 Service Provider 00:00:00
7.9 Triggers, Inputs & Outputs 00:00:00
7.10 Relationships 00:00:00
7.11 BRM the Lifecycle & Tools 00:00:00
7.12 Service Strategy 00:00:00
7.13 Service Design 00:00:00
7.14 Service Transition 00:00:00
7.15 Service Operation 00:00:00
7.16 Continual Service Improvement 00:00:00
7.17 Critical Success Factors 00:00:00
7.18 Challenges & Risks 00:00:00
7.19 Business Relationship Management Summary 00:00:00
8.0 Lesson: Soa Processes Summary
SOA Processes Summary Part 1 00:00:00
SOA Processes Summary Part 2 00:00:00
8.1 Checkpoint 00:00:00
8.2 Chapter 03 Review 00:00:00
➤ Module 04: Organizing, Technology, And Implementation – Vo
1.0 Lesson: Organizing For Soa
Organizing for SOA Part 1 00:00:00
Organizing for SOA Part 2 00:00:00
Organizing for SOA Part 3 00:00:00
1.1 Who Does What to Whom? 00:00:00
1.2 The RACI Model 00:00:00
1.3 Functional Roles Analysis 00:00:00
1.4 Activity Analysis 00:00:00
1.5 Generic Roles & Responsibilities 00:00:00
1.6 Service Owner 00:00:00
1.7 Process Owner 00:00:00
1.8 Process Manager 00:00:00
1.9 Process Practitioner 00:00:00
1.10 SOA Roles & Responsibilities 00:00:00
1.11 Service Portfolio Management 00:00:00
1.12 Service Catalog Management 00:00:00
1.13 Service Level Management 00:00:00
1.14 Demand Management 00:00:00
1.15 Supplier Management 00:00:00
1.16 Financial Management 00:00:00
1.17 Business Relationship Management 00:00:00
2.0 Lesson: Soa Technology & Implementation
SOA Technology & Implementation 00:00:00
2.1 Technology & Implementation Considerations 00:00:00
2.2 Service Design – Technology & Design 00:00:00
2.3 Service Operation – Technology Considerations 00:00:00
2.4 Technology Implementation 00:00:00
2.5 Planning & Implementing Technology 00:00:00
2.6 Designing Technology Architectures 00:00:00
2.7 Implementation Considerations 00:00:00
2.8 Implementation Challenges, CSFs & Risks 00:00:00
2.9 Challenges 00:00:00
2.10 Risks 00:00:00
2.11 CSFs 00:00:00
3.0 Lesson: Organizing, Technology & Implementation Summary
Organizing, Technology & Implementation Summary 00:00:00
3.1 Summary 00:00:00
3.2 Checkpoint 00:00:00
3.3 Chapter 04 Review 00:00:00
3.4 Course Closure 00:00:00

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