SOA

Course Description

The ITIL® SOA service agreements addresses and deepens the concepts, processes and methodologies provided by the Service Lifecycle, which are particularly useful to define contracts and agreements with clients (Service Strategy phases and Service Design, Service Lifecycle courses )

Audience

The course is intended for IT professionals who want to know and apply the process of contract and service agreement and how they can be implemented to ensure the quality of IT services. The course can also interest  individuals to progress to Expert or Master skill levels.

Key stakeholders and managers:

• IT managers
• Personnel de soutien TI
• Any member of an IT team that requires advanced knowledge or is involved in planning, protection and optimization functions and processes in IT services delivery

Duration and prerequisites

• Duration: 3 days
• Prerequisites:
• ITIL Foundation (2007 ou 2011)
• ITIL v2 Foundation + v3 Foundation Bridge
• It is also advisable to have:
• Two (2) to four (4) years of experience in the IT service Management field
• Knowledge of the management of service agreements for IT services in the world of business

Certification

This five-day (5) class gives access to the certification exam organized the afternoon of the fifth day. The course prepares for the final examination with samples of investigation and preparation workshops to review  apply the acquired knowledge.
The exam does not permit access to class material and consists of eight (8) multiple choice scenario-based questions to be answered in 90 minutes. The rating of 8 questions is graded (Best answer: 5 to poor response points: 0 point). The passing mark is 70 % or 28 points to pass the exam .

Accreditation

• ITIL: SOA (Service Offers and Agreements) – Internediary Level « (4) » four ITIL® certification system credits
• PMP: As part of the ” Project Management Institute ” thirty-five ( 35) Professional Development Units ( PDUs ) can be credited