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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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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Financial Management for IT Services | 15% | - Cost models and ROI calculation - Pricing and value demonstration - Budgeting, accounting and charging |
| Topic 2: Service Catalogue Management | 15% | - Integration with other processes - Structure, content and maintenance - Business and technical views |
| Topic 3: Introduction to Service Offerings and Agreements | 10% | - Purpose, objectives and scope of SOA - Relationship with ITIL service lifecycle - Key concepts and value to business |
| Topic 4: Supplier Management | 10% | - Evaluation, selection and performance monitoring - Contract management and renewal - Supplier categories and contracts |
| Topic 5: Demand Management | 10% | - Link to capacity and service portfolio - Patterns of business activity - Influencing and managing demand |
| Topic 6: Service Portfolio Management | 15% | - Portfolio structure and categorization - Pipeline, service catalogue and retired services - Business case and investment justification |
| Topic 7: Service Level Management | 20% | - Negotiation, monitoring and reporting - Review and improvement of service levels - SLAs, OLAs and underpinning contracts |
| Topic 8: Roles, Responsibilities and Implementation | 5% | - Key roles in SOA processes - Challenges and critical success factors - Technology and tool considerations |
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