ITIL Intermediate Service Offerings and Agreements

ITIL Intermediate Service Offerings and Agreements (SOA) Certification

Course Introduction:

The ITIL V3 Service offerings and Agreements course is a part of the ITIL Intermediate Capability stream. It is one of the modules that leads to ITIL V3 Expert. The ITIL- OSA training and certification course has been designed to provide participants with all the knowledge required for the exam practical application of SOA practices in order to enable portfolio, service level, service catalogue, demand, supplier and financial management.

Course Duration:
3 days

Learning from ITIL Service Offerings and Agreements Module:

The ITIL Service Offerings and Agreements training and certification course is oriented towards providing candidates with all the key concepts and processes within the SOA module. We adopt the teaching methodology that gives participants ample time for group discussions, case studies and ensure that they are fully prepared for the certification exam as well as the real life challenges in the organization. The primary learning outcomes include an understanding of the following:

  • Overview of SOA processes and basic principles
  • The value to the business of SOA activities 
  • How the SOA processes rely on a good business case 
  • How the SOA processes rely on a good understanding of return on investment (ROI) 
  • Processes across the service lifecycle pertaining to the service offerings and agreements
  • SOA roles and responsibilities 
  • Technology and implementation considerations 
  • Challenges, critical success factors and risks


ITIL Foundation is Must

Who should opt for ITIL – SOA certification?

 The target key roles for this course include:

  • IT Management
  • IT Finance Manager
  • Capacity Manager
  • Availability Manager
  • Service Level Manager
  • Business Continuity Manager
  • Service Portfolio Manager
  • Supplier Relationship Manager

ITIL Intermediate Service Capability – SOA Exam details:

  • Multiple choice examination questions
  • Eight questions per paper
  • 28 marks required to pass (out of 40 available) – 70%
  • 90 minutes’ duration
  • Closed book

Content Covered:

  • Introduction to service offerings and agreements (SOA)
  • Service portfolio management
  • Service catalogue management
  • Service level management
  • Demand management
  • Supplier management
  • Financial Management for IT services
  • Business relationship management
  • SOA roles and responsibilities
  • Technology and implementation considerations