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Course Features
Learners: 4500
Hours: 16
Study Level: Intermediate
Training Process: Classroom


Why ITIL : Service Offerings and Agreements (SOA) ?
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

Who could take up this course?
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


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
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
Closed book exam
Pass score 28/40 or 70%

No Lesson Title Time
1 Introduction to Service Offering and Agreement 1 hr
2 Service Portfolio Management 1 hr
3 Service Catalogue Management 2 hr
4 Service Level Management 1 hr
5 Demand Management 2 hr
6 Financial Management for IT services 2 hr
7 Business Relationship Management 2 hr
8 SOA Roles and Responsibilities 1 hr
9 Technology and Implementation Considerations 2 hr
10 Summary, case studies, exam preparation and directed 1 hr



  • An ITSM professional with ITIL Expert & Prince 2 Certification with nearly 12 years of experience in coordinating networking and IT projects, identifying problems as well as developing innovative solutions.
  • Adept in installation, configuration, maintenance & troubleshooting of different operating systems, hardware (desktops, motherboard, laptops, printers, scanners & other peripherals), networking components, services and peripherals in multi-platform environments ensuring maximum uptime.
  • Well versed in analyzing information system needs, evaluating end-user requirements, identifying & troubleshooting problems as well as developing innovative networking solutions for complex information systems management.