Content at a Glance

Learning Unit SOA01: Introduction to service offerings and agreements (SOA)

The value to the business of SOA activities
The lifecycle within the SOA context
How services deliver value to customers and the business and the relevance to the SOA processes
How requirements are identified through the SOA processes
Understanding return on investment (ROI) and the business case

Learning Unit SOA02: Service portfolio management

Service portfolio management, including concepts, methods, activities, roles and operation as well as its organizational structure and the interfaces with other processes
Service portfolio management in relationship to the service catalogue and service pipeline and how these support SOA
Metrics and critical success factors (CSFs) associated with service portfolio management in support of SOA

Learning Unit SOA03: Service catalogue management

Service catalogue management, including its concepts, activities, roles and operation as well as its organizational structure and the interfaces with other processes
Service catalogue in relationship to the service portfolio, the business catalogue, the technical service catalogue and how these components are used to ensure service quality within SOA
Metrics and CSFs associated with service catalogue management in support of SOA

Learning Unit SOA04: Service level management

Service level management (SLM), including its concepts, activities, roles and operation as well as its organizational structure and any interfaces with other processes
SLM components and activities, including service level agreements (SLAs) structures, service level requirements (SLRs), operational level agreements (OLAs), CSFs, underpinning contracts (UCs), their metrics, performance and monitoring
How these components are used to ensure service quality within SOA

Learning Unit SOA05: Demand management

Demand management process, including its concepts, activities, roles and operation as well as its organizational structure and any interfaces with other processes
Demand for services especially in relation to patterns of business activity and how it is used within SOA
Service portfolio interaction with demand management and how demand can be managed for service in relation to providing business benefits and in support of SOA
Metrics and CSFs associated with demand management in support of SOA

Learning Unit SOA06: Supplier management

Supplier management process inclusive of its concepts, activities, roles and operation including its organizational structure as well as any interfaces with other processes
Supplier management components and activities (for example supplier categorization, supplier evaluation, supplier and contract database, metrics and CSFs) and how these are used to ensure service quality within SOA

Learning Unit SOA07: Financial Management for IT services

Financial management for IT services, including its concepts, activities, roles and operation as well as its organizational structure and any interfaces with other processes
Financial management for IT services components and activities, including budgeting, accounting and charging and how these are used to ensure service quality within SOA
Metrics and CSFs associated with financial management for IT services in support of SOA

Learning Unit SOA08: Business relationship management

Business relationship management, including its concepts, activities, roles and operation as well as its organizational structure and any interfaces with other processes
Metrics and CSFs associated with business relationship management in support of SOA

Learning Unit SOA09: SOA roles and responsibilities

The roles and responsibilities related to all of the SOA processes

Learning Unit SOA10: Technology and implementation considerations

Service management tools and where/how they would be used within SOA for process implementation
The tools that support SOA
What best practices should be used in order to alleviate challenges and and risks when implementing Service Management technologies and designing technology architecture


© Crown Copyright 2011. This is a Crown Copyright value added product reproduced under license from AXELOS Inc.
The ITIL Intermediate Qualification Service Design Certificate v5.2 – July 2011
Version 5.2 (Status – Live) Document owner – APM Group-The Accreditor