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Considerations for technology as well as implementation.
ITIL ITILSC-SOA has the time frame of one hour and a half and includes the questions of multiple-choice type. The passing score is 28 on a scale of 40. The exam is available in the English, Japanese, German, Danish, French, Spanish (Latin America), and Brazilian Portuguese languages.
Reference: https://www.exin.com/JP/ja/exams/&exam=itil%C2%AE-v3-intermediate:-service-offerings-and-agreements
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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Level Management | 20% | - SLAs, OLAs and underpinning contracts - Review and improvement of service levels - Negotiation, monitoring and reporting |
| Topic 2: Service Catalogue Management | 15% | - Integration with other processes - Structure, content and maintenance - Business and technical views |
| Topic 3: Introduction to Service Offerings and Agreements | 10% | - Key concepts and value to business - Relationship with ITIL service lifecycle - Purpose, objectives and scope of SOA |
| Topic 4: Service Portfolio Management | 15% | - Business case and investment justification - Portfolio structure and categorization - Pipeline, service catalogue and retired services |
| Topic 5: Financial Management for IT Services | 15% | - Budgeting, accounting and charging - Pricing and value demonstration - Cost models and ROI calculation |
| Topic 6: Demand Management | 10% | - Influencing and managing demand - Patterns of business activity - Link to capacity and service portfolio |
| Topic 7: Supplier Management | 10% | - Evaluation, selection and performance monitoring - Supplier categories and contracts - Contract management and renewal |
| Topic 8: Roles, Responsibilities and Implementation | 5% | - Key roles in SOA processes - Technology and tool considerations - Challenges and critical success factors |
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