The ITIL Certificate in Service Offerings and Agreement (SOA) Course is one of the four courses that fit into the capability stream for ITIL certification.
This certification is intended to enable the holders of the ITIL Foundation certificate in IT Service Management to acquire the skills needed to begin the practical application of the concepts, covered by this course, in support of the Service Management lifecycle.
The Service Offerings and Agreements Course provides in-depth practical advice and guidance on process structure, roles, functions and activities that will enable role focused capability and competency in relation to:
- Service Portfolio Management
- Service Catalogue Management
- Service Level Management
- Demand Management
- Supplier Management
- Financial Management
- Business Relationship Management
The main focus of the course is covered by the Service Strategy & Service Design volumes of the IT Infrastructure Library (ITIL).
Please be aware, this course also provides 35 Hours of Contact Education/Professional Development Units towards PMI PMP certification/re-certification
- Individuals who have attained the ITIL Foundation certificate in Service Management,and who wish to advance to higher level ITIL certifications
- Individuals who require a practical understanding of the Service Offerings and Agreement processes and how they may be used to enhance the quality of IT service within an organisation
- Operational staff involved in Service Portfolio Management; Service Catalogue Management; Service Level Management; Demand Management; Supplier Management; Financial Management and Business Relationship Management who wish to enhance their role-based capabilities.
It is accredited by, and follows the syllabus specified by the APM Group (www.apmgroup.co.uk).
The exam is gradient, scenario based multi-choice. There are 8 questions to be completed in 90 minutes. Each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks. The pass mark is 28 marks from 40 (70%).
For Published Best Practice ITIL Glossaries from Axelos please click here.