The ITIL SOA (Service Offerings & Agreements) course provides, tests and validates knowledge on industry practices in service management as documented in the ITIL Service Lifecycle core publications. The course and associated examination are free-standing and form part of the ITIL intermediate capability stream. It is one of the modules that leads to the ITIL® Expert Certificate in IT Service Management and carries a credit value of 4 points.
The ITIL SOA Certificate in Service Offerings and Agreements is intended to enable the holders of the certificate to apply SOA practices during the service management lifecycle and specifically in the following key ITIL process, role and function areas:
The course and examination are suitable for:
Students wishing to attend this ITIL SOA course and take the examination must fulfil the following requirements:
In addition, it is desirable that students have a basic IT literacy and around 2 years IT experience.
The course is delivered in accordance with an accredited course syllabus and certification process. It combines tutorials, practical exercises and examination practice, reinforced through the trainers proven implementation track record.
The course will cover:
An introduction to the core concepts and terminology used in the lifecycle stages that are related to service offerings and agreements which include processes from service strategy and service design
The purpose, objectives, scope and importance of each process to generate business value Process policies, principles, concepts, activities, methods and techniques in relation to SOA practices and efficient use of process metrics
Service roles and responsibilities and their relationship to SOA practices Specific process roles and functions that are responsible for executing each step of the process
Technology and implementation considerations for service offerings and agreements and the relationship to other lifecycle stages, particularly service design, service transition and service operation.
Delegates will be issued with a course workbook, in-course hand-outs and other relevant material.
The qualification is based on a 90 minute closed-book examination of 8 complex, scenario based multiple choice questions. Successful delegates will be awarded the ITIL Intermediate Qualification: Service Offerings and Agreements Certificate.
The qualification is free standing, but also counts as 4 credits towards the ITIL Expert Certification.
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