ITIL® SOA (Service Offerings & Agreements)

4-day public or private CLASSTRAINER course


The ITIL® SOA (Service Offerings & Agreements) course provides, tests and validates knowledge on industry practices in service management as documented in the ITIL® Service Lifecycle core publications.

The ITIL® SOA course and associated examination are free-standing and form part of the ITIL intermediate capability stream. It is one of the modules that leads to the ITIL® Expert Certificate in IT Service Management and carries a credit value of 4 points.


The ITIL® SOA Certificate in Service Offerings and Agreements is intended to enable the holders of the certificate to apply SOA practices during the 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
  • Roles and responsibilities
  • Technology and implementation

Who should attend?

The course and examination are suitable for:

  • Individuals who require a deep understanding of the ITIL® SOA processes and how they may be used to enhance the quality of IT service support within an organization
  • IT professionals who are working within an organization which has adopted and adapted ITIL® and who need to be informed about, and thereafter contribute to, an ongoing service improvement programme
  • Staff involved in service portfolio management, service level management, service catalog management, demand management,
    supplier management, financial management for IT services and business relationship management and who wish to enhance their role- based capabilities
  • Individuals who have attained the ITIL® Foundation Certificate in IT Service Management and wish to advance to higher level ITIL® certifications
  • Individuals seeking the ITIL® Expert Certificate in IT Service Management for which this qualification can be one of the prerequisite modules


Students wishing to attend this ITIL SOA course and take the examination must fulfil the following requirements:

  • Hold the ITIL® Foundation Certificate in IT Service Management which must be presented as documentary evidence to gain admission
  • Attend an accredited training course

In addition, it is desirable that students have a basic IT literacy and around 2 years IT experience.


The course is delivered in accordance with an accredited course syllabus and certification process. It combines tutorials, practical exercises and examination practice, reinforced through the trainers proven implementation track record.


The course will cover:

Introduction to service offerings and agreements

An introduction to the core concepts and terminology used in the lifecycle stages that are related to service offerings and agreements which include processes from service strategy and service design

Service portfolio management, service catalogu management, service level management, demand management, supplier management, financial management for IT services, business relationship management

The purpose, objectives, scope and importance of each process to generate business value Process policies, principles, concepts, activities, methods and techniques in relation to SOA practices and efficient use of process metrics

Service offerings and agreements roles and responsibilities

Service roles and responsibilities and their relationship to SOA practices Specific process roles and functions that are responsible for executing each step of the process

Technology and implementation considerations

Technology and implementation considerations for service offerings and agreements and the relationship to other lifecycle stages, particularly service design, service transition and service operation.


Delegates will be issued with a course workbook, in-course hand-outs and other relevant material.


The qualification is based on a 90 minute closed-book examination of 8 complex, scenario based multiple choice questions.

Successful delegates will be awarded the ITIL Intermediate Qualification: Service Offerings and Agreements Certificate.
The qualification is free standing, but also counts as 4 credits towards the ITIL Expert Certification.

Delivery Options

CLASSROOM-TRAINER (Public) – A public schedule of classroom based
training events
CLASSROOM-TRAINER (Private) – Onsite, private training courses for
individual organizations and their staff (contact us for a quote)
E-learning solution (CLOUD-TRAINER (DIY)) – Online Self Study courses
with mentoring support