The Service Offerings and Agreements (SOA) module is one of the certifications in the ITIL® Service Capability work stream. The module focuses on the practical application of SOA practices in order to enable portfolio, service level, service catalogue, demand, supplier and financial management.
The content of the course is based mainly on the best practice guidance contained in the ITIL Service Strategy and ITIL Service Design publications.
The SOA course is designed to help organizations and individuals understand how the five stages of the ITIL lifecycle (service strategy, service design, service transition, service operation and continual service improvement) can offer value to organizations and projects. It also provides guidance on how service offerings can be developed to support both business and user needs.
Module 1: Introduction to service offerings and agreements (SOA)
Module 2: Service portfolio management
Module 3: Service catalogue management
Module 4: Service level management
Module 5: Demand management
Module 6: Supplier management
Module 7: Financial Management for IT services
Module 8: Business relationship management
Module 9: SOA roles and responsibilities
Module 10: Technology and implementation considerations