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ITIL Service Capability - Service Offerings & Agreements

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Online, self-paced
ITIL V3 Intermediate: Service Offerings and Agreements
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  • Exam(s) / assessment(s) is included in price
  • Tutor is available to students

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ITIL® Service Capability - Service Offerings and Agreements (ITIL® SOA) Course Overview

This ITIL® Service Offerings and Agreements course provides a comprehensive overview of practices for the Service Design and Service Strategy areas of the lifecycle and prepares you to take the Service Offerings and Agreements exam, leading to the ITIL® SOA certification.

ITIL® Service Offerings and Agreements is one of the nine ITIL® Intermediate courses which can be mixed and matched to gain the credits needed for the , and one of the four courses which make up the Service Capability Stream. Service Offerings and Agreements concerns practices for portfolio, service level, catalogue, demand, supplier, and financial management.

This Service Offerings and Agreements course covers a wide range of areas in relation to service offerings, from service catalogue management to supplier management and financial management. Touching first on service portfolio management, the course explains the scope and value of this practice, its constituent processes, and its symbiotic relationship with service catalogue management, on which the course subsequently expands. After covering the different types of service catalogue and suggesting when they might be used, the course then explains the role of service level management and considers the importance of service level agreements, either service-based, customer-based, or multi-level.

Delegates will also gain an understanding of demand management, including how to create and analyse user profiles and patterns of business activity, and prepare for situations in which demand exceeds capacity. The course also looks at the roles of supplier management and business relationship management, examining the role of service agreements and relationships with both suppliers and consumers. In addition, delegates will learn about financial management within the lifecycle of a service, learning how to create business cases, assess ROIs, and model various funding alternatives. The course will close with an explanation of the key roles and responsibilities involved in Service Offerings and Agreements, as well as the technological considerations that SOA covers.

By providing a comprehensive guide to the processes of Service Design and Service Strategy, ITIL® Service Offerings and Agreements will be particularly beneficial to anybody involved in activities during these stages.

The Knowledge Academy is fully accredited for all its ITIL® Courses, by PeopleCert on behalf of AXELOS.ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.


ITIL V3 Intermediate: Service Offerings and Agreements


ITIL® Service Capability - Service Offerings & Agreements (ITIL® SOA) Course Outline

This course will cover the following content:

  • Introduction to Service Offerings and Agreements
  • Service Portfolio Management
  • Service Catalogue Management
  • Service Level Management
  • Demand Management
  • Supplier Management
  • Financial Management
  • Business Relationship Management
  • SOA: Key Roles
  • Service Design Technology Considerations
  • Service Offerings & Agreements: Summary

We provide comprehensive support during the exam process to make the experience as simple as possible. This exam can be taken at a suitable time, subject to availability; online, anywhere.

Benefits of online exams include:

  • Proven higher pass rates
  • Quicker Results
  • Save Travel Costs
  • Flexibility
  • Convenient
  • Take your exam at your home, office, or work when you are ready

ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

The ITIL® courses on this page are offered by The Knowledge Academy ATO of AXELOS Limited. ITIL® is a registered trademark of AXELOS Limited. All rights reserved.


Who should attend this ITIL Training Course?

The course will benefit anybody who wishes to gain knowledge of or apply SOA practices, including IT Professionals, Business Managers, Business Process Owners, and anyone else involved in an organisation which has adopted or is looking to adopt ITIL®.


You must have completed before attending this course.

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What does study method mean?

Study method describes the format in which the course will be delivered. At courses are delivered in a number of ways, including online courses, where the course content can be accessed online remotely, and classroom courses, where courses are delivered in person at a classroom venue.

What are CPD hours/points?

CPD stands for Continuing Professional Development. If you work in certain professions or for certain companies, your employer may require you to complete a number of CPD hours or points, per year. You can find a range of CPD courses on, many of which can be completed online.

What is a ‘regulated qualification’?

A regulated qualification is delivered by a learning institution which is regulated by a government body. In England, the government body which regulates courses is Ofqual. Ofqual regulated qualifications sit on the Regulated Qualifications Framework (RQF), which can help students understand how different qualifications in different fields compare to each other. The framework also helps students to understand what qualifications they need to progress towards a higher learning goal, such as a university degree or equivalent higher education award.

What is an ‘endorsed’ course?

An endorsed course is a skills based course which has been checked over and approved by an independent awarding body. Endorsed courses are not regulated so do not result in a qualification - however, the student can usually purchase a certificate showing the awarding body’s logo if they wish. Certain awarding bodies - such as Quality Licence Scheme and TQUK - have developed endorsement schemes as a way to help students select the best skills based courses for them.