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Prerequisites
The specialists who plan to get this certificate have to already hold the ITIL Foundation certification. It is recommended that the examinees understand the Information Technology terminology and the context of agreement management as well as service offerings in their specific business environments. In addition, the candidates need to have at least two years of professional experience in the field of Information Technology service management. The intended audience for the test is Business Managers, IT Professionals, and Business Process Owners, among others.
ITIL Certification in Service Offerings and Agreements is a freestanding certificate. At the same time, this is a section of the ITIL Intermediate Capability domain as well as a module that is related to the ITIL Expert Certification in IT Service Management. To obtain this certificate, the specialists need to pass the ITILSC-SOA exam. It is developed to check the individuals’ skills that are required to apply the Service Offering & Agreement (SOA) practices service management life cycle, especially in specific core ITIL roles, processes, and purpose areas. These include service portfolio administration, financial management for Information Technology services, and supplier management, as well as demand management, administration of service level, administration of business relationship, and service catalog management.
Reference: https://www.exin.com/JP/ja/exams/&exam=itil%C2%AE-v3-intermediate:-service-offerings-and-agreements
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EXIN ITILSC-SOA Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Supplier Management | 10% | - Evaluation, selection and performance monitoring - Supplier categories and contracts - Contract management and renewal |
| Service Catalogue Management | 15% | - Business and technical views - Structure, content and maintenance - Integration with other processes |
| Service Portfolio Management | 15% | - Pipeline, service catalogue and retired services - Portfolio structure and categorization - Business case and investment justification |
| Demand Management | 10% | - Influencing and managing demand - Patterns of business activity - Link to capacity and service portfolio |
| Service Level Management | 20% | - SLAs, OLAs and underpinning contracts - Negotiation, monitoring and reporting - Review and improvement of service levels |
| Introduction to Service Offerings and Agreements | 10% | - Purpose, objectives and scope of SOA - Key concepts and value to business - Relationship with ITIL service lifecycle |
| Financial Management for IT Services | 15% | - Pricing and value demonstration - Cost models and ROI calculation - Budgeting, accounting and charging |
| Roles, Responsibilities and Implementation | 5% | - Technology and tool considerations - Key roles in SOA processes - Challenges and critical success factors |
