ITIL ITILSC-SOA requires thorough preparation, so the applicants need to be pretty serious about it. They may consider using the official training course designed to help the students understand five ITIL lifecycle stages. These include service strategy, service transition, service operation, service design, as well as continual service improvement. Moreover, the course proposes guidance on the best way to develop service offerings for the support of users and business needs. The specialists can find the details of this training option on the certification webpage.
Reference: https://www.exin.com/JP/ja/exams/&exam=itil%C2%AE-v3-intermediate:-service-offerings-and-agreements
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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Portfolio Management | 15% | - Pipeline, service catalogue and retired services - Portfolio structure and categorization - Business case and investment justification |
| Topic 2: Roles, Responsibilities and Implementation | 5% | - Technology and tool considerations - Challenges and critical success factors - Key roles in SOA processes |
| Topic 3: Introduction to Service Offerings and Agreements | 10% | - Relationship with ITIL service lifecycle - Key concepts and value to business - Purpose, objectives and scope of SOA |
| Topic 4: Supplier Management | 10% | - Evaluation, selection and performance monitoring - Supplier categories and contracts - Contract management and renewal |
| Topic 5: Service Level Management | 20% | - Review and improvement of service levels - Negotiation, monitoring and reporting - SLAs, OLAs and underpinning contracts |
| Topic 6: Financial Management for IT Services | 15% | - Cost models and ROI calculation - Pricing and value demonstration - Budgeting, accounting and charging |
| Topic 7: Demand Management | 10% | - Influencing and managing demand - Link to capacity and service portfolio - Patterns of business activity |
| Topic 8: Service Catalogue Management | 15% | - Structure, content and maintenance - Business and technical views - Integration with other processes |
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