Home » ITIL » ITIL® V3 Service Offerings and Agreements (SOA) – Benefits and Advantages

ITIL® V3 Service Offerings and Agreements (SOA) – Benefits and Advantages

At times, one of the key issues organizations struggle with is the transition or maturity from one stage to the next. Though Service Transition is a critically important process for IT managers to implement, not many are fully aware of how to do so. The ITIL® V3 Service Offerings and Agreements (SOA) Certification course is the solution needed in this case. The SOA module is one of four units in the ITIL V3 Intermediate Capability Stream.


Objectives to Learn

The key objective of the ITIL V3 Service Offerings and Agreements Certification course is to help candidates learn the basics of IT Service Management as a practice. Moreover, certification candidates will acquire knowledge in the following areas:

  • The principles, objectives, processes, methods, and functions employed within SOA and how they are integrated within the Service Lifecycle
  • Service Portfolio Management – which includes design strategy, components, methods, activities, roles, and operation
  • Service Catalogue Management – which is concerned with the production and documentation of the Service Catalogue from a business and technical viewpoint
  • Service Level Management (SLM) – which examines SLM components and activities including Service Level Agreements (SLAs), Service Level Requirements (SLRs), Operational Level Agreements (OLAs), and Critical Success Factors (CSFs)
  • Demand Management – which identifies Patterns of Business Activity to allow the appropriate strategy to be implemented
  • Supplier Management – which explores Supplier Management components and activities such as Supplier Categorization, Supplier Evaluation, and Underpinning Contracts (UCs) as well as their metrics, performance, and monitoring; this section also examines the Supplier and Contract Database (SCD), which is where UCs are documented, and how the SCD and UCs are used to ensure quality service within SOA
  • Financial Management – which ensures an understanding of the service value and the management of all financial considerations
  • Business Relationship Managers – who have a responsibility to represent customers and ensure the Service Catalogue and Portfolio have the requirements needed for their smooth operation
  • Service Operation – which describes functions to be performed within Service Offerings and Agreements
  • Operational level activities and processes covered in other Lifecycle phases such as Incident Management and Change Management
  • Service Offerings and Agreements roles and responsibilities
  • Technology and Implementation Considerations
  • Challenges, Critical Success Factors, and risks
  • CSI as a result of effective Service Offerings and Agreements

Why Adopt ITIL SOA

By implementing the processes related to the Service Offerings and Agreements of services and service delivery into an organization’s framework, a high level of customer satisfaction is ensured in that organization. This is because holders of the ITIL V3 Service Offerings and Agreements Certificate are able to perceive different ways of how to improve the organization. Here are a few examples:

  • Holders of the ITIL V3 SOA Certificate have a comprehensive understanding of the processes and functions within the Service Offerings and Agreements framework.
  • Understanding SOA allows IT professionals and managers to recognize technological and implemental considerations for SOA and gaininsight into SOA operational challenges, risks, and critical success factors.
  • The knowledge received from the certification course helps IT professionals comprehend the importance of IT security and its contribution to SOA.

All these will improve the final output and guarantee that it matches the client’s requirements. Thus, customer satisfaction is assured.

For those interested in gaining their ITIL V3 SOA Certification, Ashford Global IT (AGIT) can help. With experienced instructors and well-designed study materials, a little self-study is all that is required from the certification applicant.

About this author:

Angel Prusinowski

Angel is a leading ITIL® instructor at Ashford Global IT.

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