• 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 deep understanding of ITIL Certificate in the Service Offerings and Agreement processes and how it may be used to enhance the quality of IT service support within an organization
• IT professionals that are working within an organization that has adopted and adapted ITIL who need to be informed about and thereafter contribute to an ongoing service improvement programme
• 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.

Course Contents:

Learning Unit SOA01: Introduction to Service Offerings and Agreements
• Service Management as a practice
• How it delivers value to customers and the business
• The underpinning processes and functions that support the Service Lifecycle
• Which stages of the Service Lifecycle contribute to Service Offerings and Agreements and how
they all interact

Learning Unit SOA02: Service Portfolio Management
• Service Portfolio Management inclusive of its design strategy, components, methods, activities,
roles and operation including its organizational structure and the interfaces with other processes
• Service Portfolio Management in relationship to the Service Catalogue and Service Pipeline and
how these support SOA
• The benefits and business value from Service Portfolio Management

Learning Unit SOA03: Service Catalogue Management
• Service Catalogue Management inclusive of its design strategy, components, activities, roles and
operation including its organizational structure and the interfaces with other processes
• Service Catalogue in relationship to the Service Portfolio, the Business Catalogue, the Technical
Service Catalogue and how these components are used to ensure quality service within SOA
• Metrics and Critical Success Factors (CSFs) associated with Service Catalogue Management in
support of SOA

Learning Unit SOA04: Service Level Management
• Service Level Management (SLM) inclusive of design strategy, components, activities, roles and
operation including its organizational structure as well as any interfaces with other processes
• SLM components and activities including Service Level Agreements (SLAs) structures, Service
Level Requirements (SLRs), Operational Level Agreements (OLAs), Critical Success Factors
(CSFs), Underpinning Contracts (UCs) their metrics, performance and monitoring
• How these components are used to ensure quality service within SOA
• The benefits and business value of SLM

Learning Unit SOA05: Demand Management
• Demand Management process inclusive of design strategy, components, activities, roles and
operation including its organizational structure as well as any interfaces with other processes
• Demand especially as it relates to business activity patterns and how it is used within SOA
• Service Portfolio interaction with Demand Management and how demand can be managed for
service in relation to providing Business benefits and in support of SOA

Learning Unit SOA06: Supplier Management
• Supplier Management process inclusive of design strategy, components, activities, roles and
operation including its organizational structure as well as any interfaces with other processes
• Supplier Management components and activities (e.g. Supplier Categorization, Supplier
Evaluation, Supplier and Contract Database, metrics, etc.) and how these are used to ensure
quality service within SOA
• The benefits and business value that can be gained from Supplier Management as related to SOA

Learning Unit SOA07: Financial Management
• Financial Management inclusive of design strategy, components, activities, roles and operation
including its organizational structure as well as any interfaces with other processes
• Financial Management components and activities including funding, accounting, chargeback,
Return on Investment and how these are used to ensure quality service within SOA
• The benefits and business value that can be gained from Financial Management

Learning Unit SOA08: Business Relationship Manager
• The Business Relationship Manager roles and responsibilities, and how they support SOA
• Business Relationship Manager activities and how these are used to ensure quality service within
SOA

Learning Unit SOA09: Service Offerings and Agreement Roles and Responsibilities
• The roles and responsibilities related to Service Catalogue Manager, Service Level Manager and
the Supplier Manager and how they fit within the Service Design organization to support SOA

Learning Unit SOA10: Technology and Implementation Considerations
• Service Management tools and where/how they would be used within SOA for process
implementation
• The tools that support SOA
• Challenges and Risks when implementing SOA practices and processes