ITIL® 4 Service Offerings & Agreement (SOA) Certification Program

  • Course level: Intermediate
  • Categories IT
  • Duration 35h


ITIL® 4 Service Offerings & Agreement is a set of best practices guidance that has become a worldwide-adopted framework for IT Service Management by many Public & Private Organizations.  Since early 1990, ITIL® has been evolving from focusing on Functions and Processes under versions 1 and 2 to focusing on the Full Service Lifecycle Management under current version.


In addition to the existing benefits of aligning IT goals and objectives with the business, improving quality and reducing cost of operation; ITSM and ITIL® now emphasizes the following areas:

  • Assist in transforming IT Service Management onto a strategic business asset
  • Assist in defining and managing the complete lifecycle of IT Service Management Process
  • Provide guidance on the development of Services Strategy, the development of Service Design, the Transition of Services from current to desired state, the Implementation and the Continuous improvement of those Services

Through lectures and practice exam questions participants explore the concepts of good practice in IT Service Management based on the ITIL® Edition 2011Framework.

The ITIL® Intermediate Qualification: Service Offering & Agreement Certificate is a free-standing qualification, but is also part of the ITIL® Intermediate Capability stream, and one of the modules that leads to the ITIL® Expert 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® publication.


The success in achieving this certification is highly dependent upon participants’ effort in doing their homework, and self-study before and during the program.


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ITIL® 4 Service Offerings & Agreement

What Will I Learn?

  • Through a series of lectures designed at achieving a clear understanding of the ITIL® Best Practice lifecycle approach and through various exercises, assignments and discussions, participants can expect to gain the competence 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:
  • o   Service portfolio management, which provides documentation for services and prospective services in business terms
  • o   Service catalogue management, which is concerned with the production and documentation of the service catalogue from a business and a technical viewpoint
  • o   Service level management, which sets up a service level agreement (SLA) structure and ensures that all SLAs have an underpinning support structure in place
  • o   Demand management, which identifies patterns of business activity to enable the appropriate strategy to be implemented
  • o   Supplier management, which ensures all partners and suppliers are managed in the appropriate way and includes contract management
  • o   Financial management for IT services, which includes ensuring understanding of the service value and the management of all financial considerations
  • o   Business relationship management, which ensures the customer’s requirements are correctly identified
    • SOA roles and responsibilities
    • Technology and implementation considerations
    • Challenges, critical success factors and risks
ITIL® 4 Service Offerings ISO/IEC 27002 Foundation Course & Agreement


  • Candidates wishing to be trained and examined for this qualification must already hold the ITIL® Foundation Certificate in IT Service Management (the V3 Foundation or V2 Foundation plus Bridge Certificate) which shall be presented as documentary evidence to gain admission.
    • At least 30 contact hours (hours of instruction, excluding breaks, and not including summary review time) with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme
    • 2 to 4 years’ professional experience working in IT Service Management is highly desirable
    • Hold the ITIL® Foundation Certificate in IT Service Management (or other appropriate earlier ITIL and bridge qualifications)
    • It is also recommended that candidates should complete at a minimum of 12 hours of personal study by reviewing the syllabus and the pertinent areas within the ITIL® core guidance in preparation for the examination, specifically Chapter 2: Service Management as a practice.
  • Additionally, it is recommended that candidates:
  • Have experience of working in a Service Management capacity within a service provider environment, with responsibility for at least one of the following management disciplines:
  • o   Service portfolio management
  • o   Service catalogue management
  • o   Service level management
  • o   Demand management
  • o   Supplier management
  • o   Financial management for IT services
  • o   Business relationship management
  • Before attending training for the certification it is also strongly recommended that candidates read the ITIL® Service Lifecycle core publications and, in particular, the ITIL® Service Strategy and Service Design publications.

Target Audience

  • IT professionals
  • Business managers
  • Business process owners
  • Individuals who require a deep understanding of the ITIL® Certificate in the Operational Support and Analysis processes and how it 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 program
  • Operational staff involved in event management process, incident management process, request fulfillment process, problem management process, access management process, service desk, technical management, IT operations management and application 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
  • Individuals seeking progress toward the ITIL® Master Certificate in IT Service Management for which the ITIL Expert is a prerequisite.
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