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Service Offerings and Agreements (SOA) Training Online Bundle, 5 Certificate Courses

Learn how to formalise IT service offerings


Get Service Offerings and Agreements (SOA) Training, Service Operation (SO) Training, Service Strategy (SS) Training, Service Transition (ST) Training, and Service Design (SD) Training in this Bundle

1. Service Offerings and Agreements (SOA) Training: Learn how to formalise IT service offerings

Formalise IT service offerings and ensure that key stakeholders know what to expect by implementing ITIL® Service Offerings and Agreements. The ITIL® Intermediate SOA course is essential for IT service managers who need to consistently raise customer satisfaction using a templated process.

The ITIL® Intermediate SOA course will be of particular interest to:

  • IT Operations Managers who need to formalise their existing IT service delivery mechanisms and raise stakeholder trust through the use of transparent service agreements and SLAs.
  • IT service desk managers who need to understand the processes and SLAs by which they are bound to deliver those services.
  • IT consultants tasked with helping clients define and structure service offerings.
  • IT professionals working within the service delivery department who want to improve their skills and employment options.

The ITIL® Intermediate SOA course will help IT professionals improve their knowledge of the ITIL® service lifecycle modules, and give them the skills and experience they need to build and deploy IT service offerings and agreements that meet the needs of their service users without affecting other business goals.

Using a blend of instructor led videos and self-study resources, the ITIL® Intermediate SOA course can be accessed anyplace anytime, to fit in around the student’s existing schedule. End of section tests help participants identify whether they are fully ready to sit the ITIL® Intermediate SOA exams and earn their qualification.

2. Service Operation (SO) Training: Discover how the ITIL framework can improve IT service operations

Discover how the ITIL® framework can improve IT service operations for all stakeholders with the ITIL® Intermediate SO course. Focusing solely on the service operations element of the ITIL® library, this course gives students an in-depth understanding of how to apply the principles to their own operations, raising standards and consistency in the process.

Although anyone with the ITIL® Foundation level certificate can study the course, the ITIL® Intermediate SO modules will be of particular interest to:

  • IT operations managers who need to implement or improve a service operations framework.
  • IT service desk managers who will need to understand the ITIL® SO processes and their roles within that framework.
  • IT consultants who are tasked with improving a client’s internal IT operations.
  • Students who wish to complete the full ITIL® Intermediate qualification.

The ITIL® Intermediate SO course helps IT professionals improve their knowledge of the ITIL® service lifecycle modules, and gives them the skills and experience they need to build and deploy IT operations that fulfil genuine business needs efficiently.

The ITIL® Intermediate SO course uses over nine hours of e-learning content and 10 chapter end quizzes to help clearly communicate the ITIL® concepts. Once complete, students can use the two supplied practice tests to assess their readiness to sit the final ITIL® Intermediate SO exam required to achieve the qualification.

3. Service Strategy (SS) Training: Determine a workable, efficient, client-pleasing IT service strategy 

Determine a workable, efficient, client-pleasing IT service strategy using the knowledge and experience gained from the ITIL® Intermediate SS course. The course is particularly well suited to professionals who are involved in strategic service design and who want to integrate the stability of the ITIL® framework to improve and standardise their own offerings.

The course is of particular interest then to IT professionals who need a detailed understanding of service delivery strategy within the ITIL® framework, including:

  • CIOs and other senior professionals responsible for defining and implementing a service strategy as part of wider IT and business goals.
  • COOs and IT operations managers who will need to understand how their service strategy is defined and managed.
  • Service managers who want to improve their knowledge of service strategy.
  • IT professionals who are interested in training for the full ITIL® Intermediate-level qualification.

The ITIL® Intermediate SS course will help IT professionals improve their knowledge of the ITIL® service strategy, and help them develop the skills and experience they need to define an IT service strategy that integrates and supports other core business strategies and goals.

Using over 9 hours of instructor led videos and self-study resources, the ITIL® Intermediate SS course allows students to study at their own pace, and at their own convenience. A series of self-assessment tests at the end of each module helps participants identify whether their readiness to sit the ITIL® Intermediate SS exams and earn their certificate.

4. Service Transition (ST) Training: Smooth the transition between IT service delivery models

Smooth the transition between IT service delivery models with the ITIL® Intermediate ST qualification. Focusing on the process of moving from one service to another, the Service Transition framework is a globally recognised toolset to help simplify and structure the transition.

The ITIL® Intermediate ST course is of particular interest to:

  • CIOs, CTOs and COOs tasked with implementing a new service delivery model for their organisation.
  • IT operations managers and service managers who need to provide hands-on resources for the new framework.
  • Change control managers who will be involved in the day-to-day transitioning.
  • IT consultants who are called upon to assist clients with a service transition project.
  • IT professionals looking to improve their skills and employment prospects with new skills.

The ITIL® Intermediate ST course helps IT professionals improve their general knowledge of the ITIL® service lifecycle modules, and helps them develop the skills and experience need to plan and implement a major IT service transition.

Using a blend of instructor led videos and self-study resources, the ITIL® Intermediate ST course is accessed over the Internet, providing students with anyplace, anytime access. End of module tests ensure participants have attained the required knowledge and skill levels required to sit and pass the final ITIL® Intermediate ST exams and earn their certificate.

5. Service Design (SD) Training: Learn to deliver definitive proof of ability in service design and delivery

Delivering definitive proof of ability in service design and delivery, the ITIL® Intermediate SD course is an essential element of the ITIL® Intermediate qualification. The ITIL® Intermediate SD course is specifically designed to help IT professionals involved in service delivery to raise the quality and efficiency of their offering.

The ITIL® Intermediate SD course will be of particular interest to:

  • IT Operations managers who need to formalise or improve their existing IT service delivery mechanisms using industry-standard practices.
  • IT service desk managers who work in an organisations that already uses ITIL® and who want to better understand their position within that structure.
  • IT consultants providing third party guidance to organisations working on service delivery improvement.
  • IT professionals working within the service delivery department who want to improve their skills and employment options.

The ITIL® Intermediate SD course will help IT professionals improve their knowledge of the ITIL® service lifecycle modules, and give them the skills and experience they need to build and deploy IT services that fulfil genuine business needs.

Using a blend of instructor led videos and self-study resources, the ITIL® Intermediate SD course allows students to learn at their own pace. A series of self-assessment tests will also help participants identify whether they are fully ready to sit the ITIL® Intermediate SD exams and earn their qualification.

For comprehensive information on units of study click the units of study tab above.

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Course Fast Facts:

  1. All courses are easy to follow and understand
  2. 12 Month access to course materials
  3. Study as many courses as you want
  4. Delivered 100% on-line and accessible 24/7 from any computer or smartphone
  5. You can study from home or at work, at your own pace, in your own time

Course Delivery

Courses are accessed online via our learning management system by any device including PC, tablet or Smart Phone. Upon purchase an automated welcome email will be sent to you (please check your junk email inbox if not received as this is an automated email), in order for you to access your online course, which is Available 24/7 on any computer or smart mobile device. 

Recognition & Accreditation

All students who complete the course receive a downloadable certificate of completion per course.

The Service Offerings and Agreements (SOA) Training Online 5 Course Bundle includes the following courses, below is a summary of each course: 

Course 1 - Certificate in Service Offerings and Agreements (SOA) Training Online Course

Course Introduction

  • Course Organization
  • Course Conventions & Agenda

Service Offerings & Agreements

  • Introduction to Service Offerings & Agreements
  • Service Offerings & Agreements Principles
  • Service Offerings & Agreements Context
  • Service Offerings & Agreements Summary

SOA Processes

  • Service Portfolio Management
  • Service Catalog Management
  • Service Level Management
  • Demand Management
  • Supplier Management
  • Financial Management
  • Business Relationship Management
  • SOA Processes Summary

Organizing, Technology & Implementation

  • Organizing for SOA
  • SOA Technology & Implementation
  • Organizing, Technology & Implementation Summary

Course 2 - Certificate in Service Operation (SO) Training Online Course

Course Introduction

  • Course Organization
  • Course Conventions & Agenda

IT Service Lifecycle Service Operation

  • Introduction to Service Operation
  • Principles of Service Operation
  • Service Operation Summary

Service Operation Processes

  • Event Management
  • Incident Management
  • Request Fulfillment
  • Problem Management
  • Access Management
  • Operational Activities of Other Lifecycle Processes
  • Service Operation Processes Summary

Common Service Operation Activities

  • Common Activities
  • Common Activities Summary

Service Operation Functions

  • Service Desk Function
  • Technical Management Function
  • IT Operations Management
  • Application Management Function
  • Service Operation Functions Summary

Technical Considerations

  • Service Operation Organizational Structures
  • Roles & Responsibilities
  • Technology Considerations
  • Implementing Service Operation
  • Service Operation Considerations Summary

Course 3 - Certificate in Service Strategy (SS) Training Online Course

Course Introduction

  • Course Organization
  • Course Conventions & Agenda

Service Strategy

  • Introduction to Service Strategy
  • Service Provider Types
  • Service Structures
  • The 4-Ps of Strategy
  • Service Strategy Summary

Services & Strategy

  • Defining Services & Market Spaces
  • Service Strategy Across the Lifecycle
  • Services & Strategy Summary

Service Strategy Processes

  • Strategy Management for IT Services Introduction
  • Service Portfolio Management
  • Financial Management
  • Demand Management
  • Business Relationship Management
  • Service Strategy Processes Summary

Organizing & Sourcing

  • Strategy & Governance
  • Strategy & Organization
  • Sourcing Strategy
  • Organization & Sourcing Summary

Implementation

  • Technology Considerations
  • Implementation
  • Challenges, Risks & CSFs
  • Implementation Summary

Course 4 - Certificate in Service Transition (ST) Training Online Course

Course Introduction

  • Course Organization
  • Course Conventions & Agenda

Service Transition

  • Introduction to Service Transition
  • Principles of Service Transition
  • Service Transition Summary

Service Transition Processes

  • Planning & Support
  • Change Management
  • Service Asset & Configuration Management
  • Release & Deployment Management
  • Service Validation & Testing
  • Change Evaluation
  • Knowledge Management

Common Service Transition Activities

  • Common Activities
  • Common Activities Summary

Structure, Technology & Implementation

  • Organizing Service Transition
  • Technology Considerations
  • Implementing Service Transition
  • Structure, Technology & Implementation Summary

Course 5 - Certificate in Service Design (SD) Training Online Course

Course Introduction

  • Course Organization
  • Course Conventions & Agenda

Service Design

  • Introduction to Service Design
  • Service Design Principles
  • Service Design Summary

Service Design Activities

  • Introduction to Design Activities
  • 5-Aspects of Service Design
  • Subsequent Design Activities
  • Service Design Activities Summary

Service Design Processes

  • Design Coordination
  • Service Catalog Management
  • Service Level Management
  • Availability Management
  • Capacity Management
  • IT Service Continuity Management
  • Information Security Management
  • Supplier Management
  • Service Design Processes Summary

Technology, Organization & Implementation

  • Technology-Related Activities
  • Organizing for Service Design
  • Implementing Service Design
  • Technology, Organization & Implementation Summary

Entry requirements

Students must have basic literacy and numeracy skills.

Minimum education

Open entry. Previous schooling and academic achievements are not required for entry into this course.

Computer requirements

Students will need access to a computer and the internet. 

Minimum specifications for the computer are:

Windows:

  • Microsoft Windows XP, or later
  • Modern and up to date Browser (Internet Explorer 8 or later, Firefox, Chrome, Safari)

MAC/iOS

  • OSX/iOS 6 or later
  • Modern and up to date Browser (Firefox, Chrome, Safari)

All systems

  • Internet bandwidth of 1Mb or faster
  • Flash player or a browser with HTML5 video capabilities(Currently Internet Explorer 9, Firefox, Chrome, Safari)

Students will also need access the following applications:

Adobe Acrobat Reader

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Course Summary

Course ID No.: 006ECILSZ5CB
Delivery Mode: Online
Course Access: 12 Months
Time required: Study at your own pace
Assessments: Yes
Qualification: Certificate