• Classroom
  • Online, Instructor-Led
  • Online, Self-Paced
Course Description

This 5-day course focuses on an approach to managing and delivering services across the organization.  SOA explains how to develop and use services that matches to specific business processes. The architectural framework of SOA consists of a set of tools and technologies which when combined helps in achieving current and new tasks easily and consistently.

The ITIL SOA course is intended to enable the holders of the certificate to apply SOA practices in resolution and support of the service management lifecycle and specifically in the following key ITIL processes, roles and function areas:

  • Service portfolio Management: Provides documentation for services and prospective services in business terms
  • Service Level Management: Sets up a service level agreement (SLA) structure and ensures that all SLAs have an underpinning support structure in place
  • Service Catalogue Management: Which is concerned with the production and documentation of the service catalogue from a business and a technical viewpoint
  • Demand management: Identifies patterns of business activity to enable the appropriate strategy to be implemented
  • Supplier Management: Ensures all partners and suppliers are managed in the appropriate way and includes contract management
  • Financial management for IT services: Ensures the understanding of the service value and the management of all financial considerations
  • Business Relationship Management: Ensures the customer’s requirements are correctly identified

Service Lifecycle modules which would enhance the knowledge gained from this module are: Service Design (SD) and Service Strategy (SS).

Learning Objectives

  • Understanding Service Management as a Practice and how the processes within Service Offerings and Agreements support the Service Lifecycle
  • Knowing the important role of Service Offerings and Agreements in service provision and understanding of how the in-scope processes interact with other Service Lifecycle processes
  • The activities, methods and functions used in each of the Service Offerings and Agreements processes
  • The application of Service Offerings and Agreements processes, activities and functions to achieve operational excellence
  • How to measure Service Offerings and Agreements performance
  • The importance of IT Security and how it supports Service Offerings and Agreements
  • Understanding technology and implementation requirements in support of Service Offerings and Agreements
  • The challenges, critical success factors and risks related with Service Offerings and Agreements

Framework Connections

The materials within this course focus on the Knowledge Skills and Abilities (KSAs) identified within the Specialty Areas listed below. Click to view Specialty Area details within the interactive National Cybersecurity Workforce Framework.