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The ITIL Intermediate Qualification: Service Offerings and Agreements (SOA) certification is an independent qualification, but it is also part of the ITIL Intermediate Capability stream as well as one of the modules that is required for the achievement of the ITIL Expert Certificate in IT Service Management. This certification validates the candidates’ knowledge of industry practices in service management as indicated in the ITIL Service Lifecycle key publications. It also introduces the professionals to the implementation of the SOA practices and technology considerations.
The target audience for this certification and its exam is presented by, but is not limited to, the business process owners, business managers, as well as IT professionals who work within the enterprise that has adopted and adapted ITIL. It also includes the operational staff who is responsible for service level management, service portfolio management, supplier management, service catalogue management, business relationship management & financial management for IT services, demand management, and who would like to improve their role-based skills.
The applicants seeking to be examined for this certification must already hold the valid ITIL Foundation Certificate in IT Service Management. They also must be familiar with the IT terminology and context of service offerings & agreements management within their own business environment. The professional experience of 2 to 4 years working in IT service management is highly desirable.
Exam Details
The qualifying exam for this ITIL certification is a 90-minute closed-book test. The candidates sitting for the ITIL ITILSC-SOA exam in a language that is not their mother tongue have a maximum of 120 minutes to complete the test and are allowed to use a dictionary. The exam contains 8 multiple-choice, gradient-scored, scenario-based questions. The individuals will be offered 4 possible answers, one of which earns 5 marks, another one earns 3 marks, one comes with 1 mark, and the last one, which is used as a distracter, earns no marks. To pass the test and qualify for the certificate, the applicants need to score at least 28 marks out of possible 40.
This certification exam requires the completion of the mandatory accredited course delivered by one of the ITIL Accredited Training Providers. It can be conducted virtually, via an e-learning or learning technology solution. To find the nearest Accredited Training Provider, you need to use the search on the official website. The candidates must undertake at least 30 contact hours for the exam syllabus as part of an approved training course. Before attending this training option, the learners are strongly recommended to read the ITIL Service Lifecycle core publications and, particularly, the ITIL Service Strategy and ITIL Service Design publications. They can also take advantage of the official sample paper available on the webpage to familiarize themselves with the structure of the exam questions.
Exam Topics
Before sitting for the ITIL ITILSC-SOA certification exam, the applicants need to develop competency in the following domains:
This topic requires your comprehensive understanding of the SOA core concepts & terms. In particular, the applicants need to be conversant with the value to the business of the SOA activities; lifecycle in the SOA context; how services deliver value to the clients and the business as well as the relevance to the SOA procedures; how the requisites are determined via the SOA procedures; return on investment (ROI) as well as the business case.
To tackle the question from this subject area, the examinees need to possess an understanding of service portfolio management, comprising methods, concepts, roles, activities, and operation, and its organizational structure & the connection with other procedures; service portfolio management in respect to the service catalogue as well as service pipeline and how these support SOA; metrics & critical success factors (CSFs) related to service portfolio management to the benefit of SOA.
The competencies measured within this section include the service catalogue management, including its activities, operation, concepts, and roles, as well as its organizational structure and the connection with other procedures; service catalogue in respect to the business catalogue, service portfolio, technical service catalogue, as well as how these elements are utilized to guarantee the service quality in the framework of SOA; metrics & CSFs related to service catalogue management to the benefit of SOA.
This objective includes one’s understating the service level management (SLM), its concepts, roles, operation, activities, and as well as its organizational structure & the connection with other procedures; SLM components & activities, including service level requirements (SLRs), structures of service level agreements (SLAs), operational level agreements (OLAs), underpinning contracts (UCs), CSFs, their metrics, monitoring, and performance; utilization of these components for the improvement of service quality in the framework of SOA.
Here the candidates must be aware of the demand management procedure, including its activities, operation, concepts, and roles, as well as its organizational structure & the connection with other procedures; demand for services, in particular, in respect to structures of business activity as well as their utilization in the framework of SOA; interaction of service portfolio with demand management and management of the demand for services in respect to delivering the business benefits; metrics & CSFs related to the demand management to the benefit of SOA.
Within this module, the applicants need to demonstrate their knowledge of the supplier management techniques, principles, and relationships as well as the application of these for the efficient management of service offerings & agreements. Specifically, they need to understand the supplier management concepts, activities, operation, and roles, including its organizational structure as well as any connection with other procedures. They should also have competency in the supplier management components & activities as well as how these are utilized to guarantee service quality in eth framework of SOA.
This part encompasses the individuals’ knowledge of financial management for IT services, comprising its activities, operation, concepts, and roles, as well as its organizational structure and any connection with other procedures. Besides that, they should have a solid understanding of the financial management for IT services activities & components, comprising accounting, budgeting, and charging, as well as their use for improving service quality within SOA. Lastly, the candidates need to be well versed in the metrics & CSFs related to the financial management for IT services to the benefit of SOA.
Here the examinees will require expertise in business relationship management, including its activities, operation, concepts, and roles, as well as its organizational structure & any connection with other procedures. They will also need to demonstrate their comprehension of the metrics & CSFs related to business relationship management to the benefit of SOA.
Within this domain, you will be asked to demonstrate your knowledge of the SOA roles as well as their application for the efficient management of service offerings & agreements, including the roles and responsibilities associated with all of the SOA procedures.
This area is designed to evaluate the expertise of the candidates in the utilization of the service management tools within SOA for process implementation. In particular, they will be asked to demonstrate their familiarity with the tools supporting SOA as well as the best practices utilized for alleviating challenges & risks during the implementation of the Service Management technologies and designing technology architectures.
Career Opportunities
After completing the ITIL ITILSC-SOA exam and obtaining the corresponding certification, the individuals can take up any of the following job roles: an IT Finance Manager, an Availability Manager, a Capacity Manager, a Service Level Manager, a Business Continuity Manager, a Service Portfolio Manager, and a Supplier Relationship Manager, among others. The average salary for the certified professionals ranges from $75,000 to $90,000 per annum, according to a survey conducted by PayScale.com.
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