Select City & Date
- select dates18-22 Jun 2012, Perth25-29 Jun 2012, Brisbane13-17 Aug 2012, Melbourne27-31 Aug 2012, Sydney22-26 Oct 2012, Sydney12-16 Nov 2012, Melbourne
Course Length | 5 Days
Total Price | $3,800.50
This price includes taxes where applicable.

The ITIL® Intermediate Qualification: Service Offerings and Agreements (SOA) Certificate is part of the ITIL® Intermediate Capability stream, and one of the modules that leads to the ITIL® Expert in IT Service Management Certificate.

Course Structure

This 5 day course immerses students in the practical aspects of the ITIL® Service Lifecycle and processes associated with the implementation and management of the processes and functions involved in Service Offerings and Agreements. The main focus of this course is on the Service Portfolio Management, Service Catalogue Management, Service Level Management, Demand Management, Supplier Management and Financial Management processes.


Course Brochure PDF

Examination

The exam comprises 8 multiple choice, scenario-based, gradient scored questions. Each question will have 4 possible answer options, one of which is worth 5 marks, one of which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks. Maximum 90 minutes for all candidates in their respective language, and a minimum passing score of 70%.

Who Should Attend

• IT professionals involved in IT Service Management implementation and improvement programs
• Operational staff, managers and team leaders involved in Service Portfolio Management, Service Catalogue Management, Service Level Management, Demand Management, Supplier Management and Financial Management

Pre-requisites

ITIL® Foundation Certificate

Course Competencies

• Service Management as a Practice
• Service Offerings Principles
• The processes pertaining to Service Offerings & Agreements across the Service Lifecycle
• Specific emphasis on the Service Offerings Lifecycle processes and roles such as: Organising Service Offerings and Agreements while noting the importance of providing service; Service Support roles and responsibilities
• The processes, activities, methods and functions used in each of the SOA processes
• How to measure SOA and the importance of IT security
• Technology and implementation considerations surrounding SOA
• Challenges, Critical Success Factors and risks associated to SOA
• Continual Service Improvements (CSI) as a consequence of effective SOA

Select City & Date
- select dates18-22 Jun 2012, Perth25-29 Jun 2012, Brisbane13-17 Aug 2012, Melbourne27-31 Aug 2012, Sydney22-26 Oct 2012, Sydney12-16 Nov 2012, Melbourne
Course Length | 5 Days
Total Price | $3,800.50
This price includes taxes where applicable.