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ITIL® Capability - Service Offerings and Agreements - SOA

The course outline is based on the latest syllabus from the ITIL® Official Accreditor.

Service Offerings and Agreements Course Syllabus

Course Content

ITIL Service Offerings and Agreements (SOA): Introduction and Overview

  • The context in the service lifecycle of the SOA processes
  • Strategy management for IT services
  • Design coordination

Service Portfolio and Service Catalog Management

Principles of service portfolio management

  • Relationship to the service catalog and service pipeline
  • Thinking strategically
  • Achieving customer focus
  • Designing the service portfolio
  • Allocating resources
  • Linking business and IT services

Integrating the service catalog

  • Purpose, goals and objectives
  • Technical and business service catalogs
  • Detailing operational services
  • Using key metrics and critical success factors
  • Producing a service catalog

Service Level Management (SLM)

Service level management goals

  • The significance of SLM to the service lifecycle
  • How SLM creates business value
  • Analyzing and explaining the scope of the process
  • Policies, principles and basic concepts of SLM

The service level management process

  • Negotiating Service Level Agreements (SLAs)
  • Deliverables, roles and responsibilities
  • SLAs, OLAs and review meetings
  • Service improvement plans
  • Monitoring service performance against SLAs

Demand and Supplier Management

Demand management

  • Activity-based demand management and business activity patterns
  • Managing capacity to maximize value
  • Identifying patterns of business activity
  • Connecting demand management to the service portfolio

Supplier management

  • Analyzing the use of the supplier management process
  • Process, scope and objectives
  • Evaluating new suppliers
  • Supplier categorization and maintenance of the supplier and contract database
  • Ensuring supplier performance
  • Contract management and administration

Financial Management for IT Services

How financial management contributes to the service lifecycle

  • Managing financial considerations
  • The scope, purpose and goals of the process
  • Basic concepts: funding, accounting and charging

Principles of financial management

  • Value to the business
  • Building a business case
  • Applying information management
  • Generating and disseminating information
  • Dealing with challenges and risks

Business Relationship Management (BRM)

  • The purpose, objectives and scope of BRM
  • Process activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • Critical success factors and key performance indicators

Roles and Responsibilities

  • Service portfolio management
  • Service catalog management
  • Service level management
  • Supplier manager

Technology and Implementation Considerations

  • Technology implementation as part of implementing service management
  • Special technology functions related to SOA
  • Generic requirements and evaluation criteria
  • Good practices for implementation
  • Challenges, critical success factors and risks

The ITIL® Official Accreditor changes the course syllabus periodically and we as an Accredited Training Organization must keep current with the latest version of the syllabus.  For the latest version of the course syllabus visit the ITIL® Official Site.

Our course is updated as soon as the ITIL® Official Accreditor has made a change to the syllabus to ensure that student is studying the material that is in scope.

Our course is designed to be true to the ITIL® books.  You will learn core ITIL® content.


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