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PeopleCert ITIL Service Capability Service Offerings and Agreements ITILSC-SOA Exam
PeopleCert ITIL Service Capability Service Offerings and Agreements ITILSC-SOA Exam validate the Candidates working knowledge of SOA to enable portfolio, service level, service catalog, demand, supplier and financial management. It also tests the Candidates have knowledge of five stages of the ITIL lifecycle (service strategy, service design, service transition, service operation, and continual service improvement) can offer value to organizations and projects. Candidate must have a strong understanding of how service offerings can be developed to support the needs of both the business and the user.
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EXIN ITILSC-SOA Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Service Portfolio Management | 15% | - Business case and investment justification - Pipeline, service catalogue and retired services - Portfolio structure and categorization |
| Introduction to Service Offerings and Agreements | 10% | - Relationship with ITIL service lifecycle - Key concepts and value to business - Purpose, objectives and scope of SOA |
| Service Level Management | 20% | - SLAs, OLAs and underpinning contracts - Negotiation, monitoring and reporting - Review and improvement of service levels |
| Supplier Management | 10% | - Evaluation, selection and performance monitoring - Contract management and renewal - Supplier categories and contracts |
| Roles, Responsibilities and Implementation | 5% | - Key roles in SOA processes - Technology and tool considerations - Challenges and critical success factors |
| Financial Management for IT Services | 15% | - Pricing and value demonstration - Cost models and ROI calculation - Budgeting, accounting and charging |
| Service Catalogue Management | 15% | - Integration with other processes - Business and technical views - Structure, content and maintenance |
| Demand Management | 10% | - Link to capacity and service portfolio - Influencing and managing demand - Patterns of business activity |
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