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  • Durée: 5 jours
  • Prix régulier: Sur demande

ITIL® 2011 - Service Offerings & Agreement (SOA) with exams

ITIL® is comprised of five core publications: Service Strategy (SS), Service Design (SD), Service Transition (ST), Service Operations (SO) and Continual Service Improvement (CSI). It promotes alignment with the business as well as improvement in operational efficiency. The official ITIL® qualification scheme, owned by AXELOS, describes two streams, the Service Lifecycle Stream and the Service Capability stream:

  • The Service Lifecycle stream focuses on ITIL® practices within the Service Lifecycle context. The prime focus is the Lifecycle itself as well as the processes and practice elements used within it.
  • The Service Capability stream is for those who wish to obtain an in depth understanding of specific ITIL® processes and roles. The primary focus is on process activities, process execution and use throughout the IT Service Lifecycle.

The ITIL Intermediate Qualification: Service Offerings and Agreements (SOA) Certificate is a free-standing qualification, but is also part of the ITIL Intermediate Capability stream, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in service management as documented in the ITIL Service Lifecycle core publications.

The ITIL Certificate in Service Offerings and Agreements is intended to enable the holders of the certificate to apply SOA practices in the service management lifecycle and specifically in the following key ITIL process, role and function areas: Service portfolio management, Service catalogue management, Service level management, Demand management, Supplier management, Financial management for IT services, Business relationship management. This course also introduces and explores the implementation of SOA practices, as well as technology considerations.

Delivery Methods

This course may be delivered as part of our public class schedule at one of our facilities, as an onsite private class at your facility, or through our virtual classroom. Customization provides the opportunity to design a tailored training program that supports the organization most effectively while still getting the benefits of Technical & Industry Best Practices training. Our training experts will work closely with you to develop a training program based on your organization’s needs. To inquire about fees and delivery options please visit our website at:

Course and Learning Objectives

Candidates can expect to gain competencies in the following areas:

  • Overview of SOA processes and basic principles
  • The value to the business of SOA activities
  • How the SOA processes rely on a good business case
  • How the SOA processes rely on a good understanding of return on investment (ROI)
  • Processes across the service lifecycle pertaining to the service offerings and agreements curriculum:
  • Service portfolio management, which provides documentation for services and prospective services in business terms
  • Service catalogue management, which is concerned with the production and documentation of the service catalogue from a business and a technical viewpoint
  • Service level management, which sets up a service level agreement (SLA) structure and ensures that all SLAs have an underpinning support structure in place
  • Demand management, which identifies patterns of business activity to enable the appropriate strategy to be implemented
  • Supplier management, which ensures all partners and suppliers are managed in the appropriate way and includes contract management
  • Financial management for IT services, which includes ensuring understanding of the service value and the management of all financial considerations
  • Business relationship management, which ensures the customer’s requirements are correctly identified
  • SOA roles and responsibilities
  • Technology and implementation considerations
  • Challenges, critical success factors and risks

In addition, the training for this qualification should include examination preparation, including an opportunity for a mock examination.

Course Approach

This Capability course focuses on executing Service Offerings and Agreements activities. Participants will learn the principles and core elements along with the activities and technology & implementation considerations within Service Offerings and Agreements. An interactive approach is used combining lecture, discussion and case study experience to prepare participants for the ITIL® Service Offerings and Agreements certification exam as well as providing valuable practical knowledge that can be rapidly applied in the workplace. The integrated case study deepens the participant’s appreciation of how ITIL® best practices can be applied in order to improve IT performance. Practical assignments are used throughout the course to enhance the learning experience.
Course Student Material

Students will receive an ITIL Release, Control and Validation classroom workbook containing all of the presentation materials, course notes, case study and sample exams.

Concepts Covered


  • Introduction
  • Lifecycle approach and structure
  • IT service management definition
  • Creating value, Utility and Warranty
  • Monitor and measure
  • Process definition and characteristics
  • Service offering and agreement
  • SOA Service Strategy processes
  • Service Value and SOA
  • Organizing ITSM
  • Stragtegy management
  • Strategic, tactical and operational linkages
  • Design Coordination
  • Scope and Flow of Service design
  • Identifying Service Requirements
  • ROI, Business Case and SOA
  • ITIL Certification Scheme


  • Purpose and Objectives
  • Scope and Value to the Business
  • Service Catalogue, Pipeline & Retired Services
  • Configuration Management System (CMS)
  • The Portfolio’s (Application, Customer, Project)
  • Service Models
  • Market Spaces and service Growth
  • Aligning Sertvice Assets to outcomes
  • Portfolio Management through the Lifecycle
  • Designing the Service Portfolio
  • Overview, phases and steps
  • Triggers, Inputs, Outputs, Interfaces
  • Information Management
  • CSF’s and KPI’s, Challenges


  • Purpose and Objectives
  • Scope and Value to the Business
  • Service Catalogue
  • Policies, Principles and Basic concepts
  • Catalogue structure and policies
  • Process activities, methods and techniques
  • Triggers, Inputs, Outputs
  • Information Management
  • CSF’s and KPI’s, Challenges and risks


  • Purpose and Objectives
  • Scope and Value to the Business
  • Policies, Principles and Basic concepts
  • SLA’s and OLA’s, SLA Frameworks
  • Document Relationships
  • Producing SLR’s, Monitoring Performance
  • Producing Service Reports
  • Service reviews and im provements
  • SIP’s, KPI’s, Information Management
  • Challenges and CSF’s, Risks and Good Practices
  • Triggers, Inputs, Outputs, Interfaces
  • Common SLM issues, OLA sample


  • Purpose and Objectives
  • Scope and Value to the Business
  • Supply and Demand
  • Gearing Service Assets
  • Demand Management through the Lifecycle
  • Demand Forecasting, User Profiles
  • Activity Based Demand Management
  • Managing Demand of Services
  • Triggers, Inputs, Outputs, Interfaces
  • Information Management
  • CSF’s and KPI’s, Challenges & Risks


  • Purpose and Objectives
  • Scope and Concepts
  • Roles and Interfaces, Value
  • Supplier Management Concepts
  • Activities, Methods, Techniques
  • Key Metrics, Challenges CSF’s and Risks
  • Triggers, Inputs, Outputs


  • Enterprise Financial Management Policies
  • Purpose and Objectives
  • Scope and Value to the Business
  • Overview (Budgeting, Accounting, Charging, Funding)
  • Triggers, Inputs, Outputs, Interfaces
  • Information Management
  • CSF’s and KPI’s, Challenges and Risks


  • Purpose and Objectives
  • Scope, BRM & SLM
  • BRM and ITSM processes
  • Value to the Business
  • Customer Portfolio and Satisfaction
  • Service requirements
  • BRM Activities & Lifecycle Processes
  • Triggers, Inputs, Outputs, Interfaces
  • Information Management
  • CSF’s and KPI’s, Challenges & Risks


  • Service offerings and Agreement Roles
  • Roles and Responsibilities


  • Generic Tool Requirements
  • Evaluation Criteria, Good Practices
  • Challenges, CSF’s, and Risks


  • Case study and exercises
  • Mock exams and rationale
  • Glossary, Forms

English, Dutch and French

Legal notesThe ITIL® courses on this page are offered by ES3I, Affiliate of Quint Wellington Redwood, which is an ATO of AXELOS Limited. ITIL® is a registered trade mark of AXELOS Limited. All rights reserved
About Quint

Quint Wellington Redwood is a leading global independent boutique consulting firm dedicated to resolving IT-related organizational challenges. Operating in more than 49 countries and across four continents, Quint provides sourcing advisory, benchmarking, IT governance, IT service management, lean IT and architecture & security services to leading organizations from all industries, creating and implementing best practices worldwide. Quint was founded to help organizations get more out of IT; not by adding more or new technology, but simply by managing IT better. In its mission of “Dare to Challenge” Quint challenges itself and its clients to implement changes that deliver true results, outperform the competition and create a measurable return on investment. Quint’s vision is to reinvent not only its clients’ organizations, but also the consulting and education industry themselves. Quint provides solution providers and end-user organizations with the latest and best solutions in training and in courseware. Every year over 17,000 individuals choose Quint to fulfill their education needs. Our experienced instructors are recognized as thought leaders and for their outstanding teaching skills. Every Quint instructor has achieved the highest certification in their field of expertise and has undergone a rigorous internal certification before teaching a course. With our global reach you can be assured that, regardless of location, you will be receiving a consistent world-class education tailored to meet your needs.

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