ITIL® Intermediate Level - Service Offerings & Agreements (SOA) Exam

This 90-minute examination would be perfect for IT professionals that focus their attention on consumer satisfaction and others who need to prove their knowledge of this area, in order to help them to build and deploy IT service offerings and agreements. Sitting the SOA exam will be of particular interest to IT operations managers, service desk managers and IT consultants. Those who pass the SOA exam will be awarded four credits towards the minimum 17 needed to complete the MALC module and accompanying examination. Students will be asked questions that cover the content of the SOA module, so you should be able to: Introduce yourself to designing service offerings and service level agreements (SLAs).. Take a look at service portfolio management, and how a service can be designed to meet user demands.. Get to grips with service catalogue management, including the tracking and publicising of services and who they are offered to.. Understand service level management, including their design and how they’re negotiated. Learn how to assign roles and responsibilities to ensure everything runs smoothly, with the service as well as within the human resources aspects.. Monitor usage, to ensure demands are met and the quality of the service is maintained.. Learn how to integrate third parties and suppliers into the service, whilst continuing to uphold the service quality.. Get to grips with budgeting, and be able to explain the importance of financial provisions to ensure quality IT operations are maintained.. Follow up on complaints and resolve any issues that may arise with the use of the service.. Understand what technology is used to ensure a quality service is provided, and ensure they are implemented professionally..