ITIL Service Offerings & Agreements


ITIL Service Offerings & Agreements

Service Offerings and Agreements (SOA) Certificate is a freestanding qualification, but is also part of the ITIL Intermediate Capability stream, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in service management as documented in the ITIL Service Lifecycle core publications.



The ITIL Certificate in Service Offerings and Agreements is intended to enable the holders of the certificate to apply SOA practices service management lifecycle and specifically in the following key ITIL process, role and function areas:

► Service portfolio management
► Service catalogue management
► Service level management
► Demand management
► Supplier management
► Financial management for IT services
► Business relationship management

Target Candidate:

The target group of the ITIL Intermediate Qualification: Service Offerings and Agreements Certificate includes, but is not restricted to:

► IT Professionals | Business managers | Business process owners
► Individuals who require a deep understanding of the Service Offerings and Agreements processes and of how it may be used to enhance the quality of IT service support within an organization
► IT professionals who are working within an organization that has adopted and adapted ITIL and who need to be informed about, and thereafter contribute to, an ongoing service improvement programme
► Operational staff involved in service portfolio management; service level management; service catalogue management; demand management; supplier management; financial management for IT services and business relationship management who wish to enhance their role-based capabilities
► Individuals seeking the ITIL Expert Certificate in IT Service Management for which this qualification can be one of the prerequisite modules


Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management which must be presented as documentary evidence to gain admission.

Course Outline:

Learning Unit SOA01: Introduction to service offerings and agreements (SOA)
Learning Unit SOA02: Service portfolio management
Learning Unit SOA03: Service catalogue management
Learning Unit SOA04: Service level management
Learning Unit SOA05: Demand management
Learning Unit SOA06: Supplier management
Learning Unit SOA07: Financial Management for IT services
Learning Unit SOA08: Business relationship management
Learning Unit SOA09: SOA roles and responsibilities
Learning Unit SOA10: Technology and implementation considerations

Learning Objectives:

Candidates can expect to gain competencies in the following areas upon successful completion of the education and examination components related to this certification:
► 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 curriculum
► SOA roles and responsibilities
► Technology and implementation considerations
► Challenges, critical success factors and risks

Exam Format:

► Eight (8) multiple choice, scenario-based, gradient-scored questions. Each question will have 4 possible answer options, one which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks
► Maximum 90 minutes for all candidates in their respective language
► Candidates completing an exam in a language that is not their mother tongue have a maximum of 120 minutes to complete the exam and are allowed the use of a dictionary
► Closed book exam
► Pass score 28/40 or 70%


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