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ITIL® Service Offerings & Agreements Training Course

Used To Enhance The Quality Of Service Provision In An Organisation


Following the successful launch of ITIL® 4, with the higher modules from the Managing Professional and Strategic Leader streams establishing themselves in the market - AXELOS has taken the decision to stop offering the previous version of the World’s leading certification in IT Service Management, ITIL® V3, by the end of 2021.

There will be a phased approach to discontinuing the Foundation and Intermediate examinations to allow you enough time to complete your ITIL® V3 Intermediate level certifications, so you can accumulate enough credits to qualify for the Transition examination.

Please Note: The confirmed timings are as follows:

  • ITIL® V3 Foundation – discontinued as of 1 July 2021
  • ITIL® V3 Intermediates – discontinued as of 1 Jan 2022
  • ITIL® MALC - discontinued as of 1 Jan 2022
  • ITIL® 4 Managing Professional Transition (English) - discontinued as of 1 July 2022

The ITIL® Service Offerings and Agreements (SOA) course is one of the four ITIL® Intermediate Capability courses. Where the ITIL® Lifecycle courses concentrate on the implementation, improvement and management of the processes within the Lifecycle phase, the Capability courses concentrate on the process areas from a Practitioners perspective.

Service Offerings and Agreements looks at how the associated processes support the service Lifecycle, and more specifically, how the five phases of the ITIL® Lifecycle (service strategy, service design, service transition, service operation and continual service improvement) create organisational value.

The course also covers how service providers ensure that the return on investment (ROI) is commensurate with the efforts and expenditure involved, and that business cases (justifications) underpin our approach.

This five-day course will take you through an explanation of these fundamentals and show how the need to understand the organisation and its requirements drives service providers in identifying and designing the appropriate service(s) to meet these requirements, both now and in the future.

The course concludes with a one and a half hour, scenario based, eight question multiple-choice exam, with the pass mark being 28/40 (70%). You will be appropriately prepared for this by our tutors throughout the course, and will sit two mock exams to raise your confidence levels.

Have you seen our Getting Started With Service Level Management’ article? If you are looking for further tips then why not look at our new blog article ’12 Top Tips For Service Level Management’.

Please Note

You can book this course and hold it in credit until you have decided on a specific course date. Alternatively, please view our other course dates.
Exam Included
5 Days
£1495Excl. VAT

Course Outline

This course is made up of the modules listed below. Each module aims to help you understand each section and give you a full understanding of each subject.

  • Introduction – this initial unit of the course provides an introduction to the core concepts and terminology of the service Lifecycle stages that are related to SOA. These include select processes from Service Strategy and Service Design.
  • Service Portfolio Management - this unit addresses how the process of Service Portfolio Management contributes to SOA practices. It provides a complete overview of the objectives, scope and importance of Service Portfolio Management and how it relates business services to IT services.
  • Service Catalogue Management - this unit explores how the process of Service Catalogue Management contributes to SOA practices. It provides a complete overview of the objectives, scope and of the importance of Service Catalogue Management as an interface to the Service Portfolio, as well as of the difference between a business and a technical service catalogue.
  • Service Level Management - this unit covers the Service Level Management (SLM) process and how it contributes to SOA. It provides a complete overview of the objectives, scope and the importance of SLM as a process to generate business value.
  • Demand Management - this unit addresses how the Demand Management process contributes to SOA practices. It explores the objectives, scope and importance of activity-based Demand Management as a process to generate business activity patterns.
  • Supplier Management - this unit covers how the Supplier Management process contributes to SOA practices. It explores the objectives, scope and importance of Supplier Management as a process to generate business value.
  • Financial Management for IT Services - this unit looks at Financial Management for IT Services and how it contributes to SOA. It provides an overview of the objectives, scope and importance of Financial Management for IT Services as a process for generating business value.
  • Business Relationship Management - this unit deals with Business Relationship Management (BRM) and how this role contributes to SOA practices. It covers Business Relationship Management policies, principles and concepts, along with the activities, methods and techniques in relationship to SOA practices.
  • Service Offerings & Agreements Roles and Responsibilities - this unit deals with the roles and responsibilities which contribute to SOA practices. Each SOA process has a number of roles associated with it. The responsibilities of these roles are defined and discussed.
  • Technology and Implementation Considerations - this learning unit deals with SOA technology and implementation considerations. Service Design is specifically used to identify good practices and evaluation criteria for technology and tools related to process implementation. Service Operation provides the specifics on planning and implementing service management technology support as well as a guide to generic requirements for technology. All three Lifecycle stages (namely Service Design, Service Operation and Service Transition) are used to explore the challenges, critical success factors and risks related to implementing practices and processes.


The ITIL® Service Offerings & Agreements (SOA) intermediate certificate is one of the four capability courses that build on the knowledge gained from the ITIL® Foundation certificate. This capability phase is for those who wish to gain a deeper level of understanding of the ITIL® processes and roles, how they are implemented and interact.

The primary focus for this ITIL® Service Offerings & Agreements is to effectively translate the requirements of the business through discussions and negotiation, through:

  • Understanding the demands of the business and agreeing service levels to suite.
  • Through Demand Management, understand the peaks and troughs in demand on services (identifying Patterns of Business Activity).
  • Management of internal and external service providers to ensure business needs are met.
  • The criticality of ensuring Service Portfolio Management documents all aspects of current, future and retired services.

About the Course

All of our tutors are experienced Service Management experts, and they will explain in detail the relevant aspects of Service offerings and agreements from the Management perspective, its role in the ITIL® Lifecycle and the associated processes.

You will learn all about the following skills and abilities:

  • How Service offerings and agreement processes support the service Lifecycle.
  • How service strategy, service design, service transition, service operation and continual service improvement create business value
  • How return on investment (ROI) is identified and managed by the service provider, including business cases (justifications).
  • Key roles and responsibilities
  • Technical implications and considerations

Who Should Attend

The course is applicable to those who:

  • Are an individual who requires a detailed understanding of the SOA processes and how they may be used to enhance the quality of IT service support within an organisation.
  • Are an IT professional working within an organisation that has adopted and adapted ITIL® and needs to be informed about and thereafter contribute to an on-going service improvement programme.
  • Are a member of Operational staff involved in Service Portfolio Management; Service Level Management; Service Catalogue Management; Demand Management; Supplier Management; Financial Management and Business Relationship Management who wish to enhance their role-based Capabilities.
  • Are in one of the following IT professions or areas: IT Management IT Finance Manager Capacity Manager Availability Manager Service Level Manager Business Continuity Manager Service Portfolio Manager Supplier Relationship Manager

Materials Provided

You will be provided with:

  • A full copy of all course slides, with room to make your own notes
  • A personal copy of the ITIL® Intermediate Capability Handbook – Service Offerings & Agreements
  • A full copy of the ITIL® Glossary and Acronym List
  • Course hand outs to aid further understanding, where applicable
  • Sample questions

Organisational Benefits

Service Strategy is at the core of the ITIL® Lifecycle. Value creation begins here with understanding organisational objectives and customer needs. Every organisational asset including people, process and products should support the strategy. Service Strategy also provides guidance on how to view service management not only as an organisational capability but as a strategic asset. It describes the principles underpinning the practice of service management which are useful for developing service management policies, guidelines and processes across the ITIL® Lifecycle.

Where Service Strategy identifies the ‘what shall we do?’, Service Design identifies the ‘how should we do it?’. Service Design takes a holistic approach to the designs, ensuring all requirements are identified to cover the service throughout its Lifecycle, including process requirements, measurements and metrics, transitional and operational guidelines. The processes most closely associated with Service Offerings and Agreements are:

  • Service Portfolio Management – A service portfolio describes a provider’s services in terms of organisational value. It articulates organisational need and the service provider’s response to that need (service offerings)
  • Service Catalogue Management – Provides and maintains a single source of consistent information on all operational services, and those being prepared to run operationally
  • Service Level Management – The purpose of service level management is to ensure that all current and planned IT services are delivered to agreed achievable targets
  • Demand Management – A crucial aspect of service management – poorly managed demand is a source of risk, while excess capacity generates cost without creating value. Demand management seeks to understand, anticipate and influence organisational demand for services, and the provision of cost-effective capacity to meet that demand.
  • Supplier Management – The supplier management process ensures that suppliers and the services they provide are managed to support IT service targets and organisational expectations.
  • Financial Management for IT Services – The purpose of financial management is to secure the appropriate level of funding to design, develop and deliver services that meet the strategy of the organisation. Financial management is also a gatekeeper that ensures that the service provider does not commit to services they are not able to provide.
  • Business Relationship Management – The purpose of business relationship management is two-fold, firstly to establish and maintain a business relationship between the service provider and the customer based on understanding the customer and their business needs. Secondly to identify customer needs and ensure that the service provider is able to meet these needs as they change over time.

Individual Benefits

You will gain an understanding on how Service Offerings and Agreements related processes support the ITIL® Lifecycle by understanding how value is identified and included within service offerings, and how these offerings are managed as organisational needs change.

It will also become apparent from the training that service offerings and agreements form an essential element of the ITIL® Lifecycle. Only by understanding our customer and their requirements can we hope to provide services that underpin what the organisation needs to achieve both now and in the future.

By having a better understanding of the best-practice framework, and in this particular course, Service Offerings and Agreements, it will enable you to identify areas for improvement back at the workplace, and allow you to develop your current role further, and help you do your job better.The reward being advancement within your company and a potential to increase your salary!


Candidates are required to have completed the ITIL® Foundation Certificate in IT Service Management and have a minimum of two years relevant IT experience. Please note that as of May 2015 BCS requires evidence of this certificate. In order to sit the exam you must provide a paper photocopy of your ITIL® Foundation Certificate - please ensure you bring this with you on the first day of your course. If you fail to do so you will NOT be able to sit the exam.

Photographic ID is required for all exams, otherwise results will be withheld until proof has been provided.


It is not compulsory but it is recommended that you purchase the following volumes:

  • ITIL® Service Strategy
  • ITIL® Service Design
  • ITIL® Service Transition
  • ITIL® Service Operation
  • ITIL® Continual Service Improvement

The latest ITIL® Core Volumes can be purchased through Purple Griffon for £85 per volume or £299 for the complete set of 5 volumes.

Exam Overview

Please note that as of May 2015 PeopleCert requires evidence of this certificate. In order to sit the exam you must provide a paper photocopy of your ITIL® Foundation Certificate - please ensure you bring this with you on the first day of your course. If you fail to do so you will NOT be able to sit the exam.

The course ends with a 90 minute ‘closed book’ exam of a multiple-choice, scenario based, gradient-scored paper of 8 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.

The examination is taken on the afternoon of the 5th day.

Exam Type

Classroom Exam

Professional Development Units - PDUs

Our classroom based ITIL® Service Offerings & Agreements training course does not currently attract any Professional Development Units – PDU's.

The course does however give you 4 Credits towards the ITIL® Expert qualification.


ITIL® Service Offerings & Agreements certificate

Next Steps

Contact one of our helpful account managers who will be able to assist you in deciding your next steps – whether this is sitting another Capability course, or something else, such as a Lifecycle or Specialist course perhaps.


The ITIL® Service Offerings and Agreements course will provide you with the details, guidance and key steps that are needed if you are working within the Service Strategy and Service Design phases of the ITIL® lifecycle within your organisation. Service Offerings and Agreements is crucial in identifying our customers, interaction and understanding to allow the service provider to create the value required, and ensures service realignment or new offerings as organisational needs change. By achieving a pass mark in this exam, you will be awarded 4 points towards your ITIL® Credit Score, with a total of 22 points being required in order to be awarded the ITIL® Expert certification.

ITIL® Service Offerings & Agreements Course Dates

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