ITIL® Capability: Service Offerings & Agreements Overview: Learning Outcomes

Candidates can expect to gain competencies in the following areas upon successful completion of the education and examination components related to this certification:

• 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