Click to view

Subscribe to the latest news and information from ProActive.

Service Offerings and Agreements (SO&A)

SO&A is one of four modules in the Capabilities stream leading to the ITIL® Expert in IT Service Management. On completion, students will be able to demonstrate their knowledge of the SO&A processes, roles, activities and functions, as outlined in ITIL Version 3.

Service Offerings & Agreements covers the following ITIL V3 processes:

     

  • Service Portfolio Management
  • Service Catalogue Management
  • Service Level Management
  • Demand Management
  • Supplier Management, and
  • Financial Management

    • COURSE FORMAT

    ProActive's course format ensures that students get maximum benefit from the training over a five day period.

    • Practical assignments and activities based around a Case Study are used to consolidate course material and provide a practical feel for ITIL in the workplace.
    • Students benefit from peer group discussion.
    • Course size is limited to 12 to ensure adequate time is allocated to team work and group discussion.

    PREREQUISITES / PRE READING

    • Students must have obtained the V3 Foundation Certificate or the V2 Foundation Certificate plus the V3 Foundation Bridge.
    • It is strongly recommended that candidates demonstrate familiarity with IT terminology and understand the context of the relevant processes within their own organisation.
    • As such, it is recommended that candidates read the ITIL Service Lifecycle core publications in advance in particular the Service Strategy and Service Design books.

    CERTIFICATION / ASSESSMENT:

    • A 90 minute examination takes place on Day 5, consisting of 8 multiple choice, scenario based, gradient scored questions. Students need a score of 28/40 or 70%. Each examination leads to international V3 ‘Intermediate’ level Certification from the UK-based Information Systems Examination Board (ISEB).
    • For students looking to achieve the ITIL Expert Certificate in ITIL Version 3, students with the V3 Foundation Certificate will need to attend and pass the examinations for at least 4 Intermediate Courses plus the “Managing Across the Lifecycle” course.

    WHO SHOULD ATTEND?

    • This course will be of benefit to students requiring a deeper understanding of the SO&A processes, and how they may be used to enhance the quality of IT Service support in their organisation.
    • It is also suitable for operational staff who wish to enhance their role-based capabilities