ITIL Intermediate Qualification: Service Offerings and Agreements (SOA)



  • IT Service Management


  • ITIL Intermediate SOA Certification (Capability Stream) Workshop


Increased competitiveness, complex business processes and technology explosion has lead to a compulsion of specialized skills marked as a mandatory for individuals involved in delivering these business services. Foundation level knowledge is nowadays a pre-requisite for perfoming service management activities, at the same time, it is also important to have specialized knowledge and expertise in handling practical real-life situations.
The ITIL Intermediate Qualification : Service Offerings and Agreements (SOA) is part of the ITIL Intermediate capability stream and one of the modules that leads to ITIL Expert in IT Service Management Certificate.
Who should attend?
The course is designed for those who require a deep understanding of SOA processes and/or operational staff involved in SOA processes who wish to enhance their role-based capabilities.
Course Prerequisites
Delegates willing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the 2011 Foundation or V3 Foundation or V2 Foundation plus Bridge Certificate) which shall be presented as documentary evidence to gain admission.
Course Objectives
• Developing service based SLAs including review and evaluation of SLAs as well as OLAs
• Prepare a service catalogue
• Implementation and management of the processes and functions involved in service offerings and agreements (SOA) including performing cost analysis and estimation
• Evaluate and analyse service offerings and agreements (SOA) processes with key performance indicators and other relevant metrics
• Implementation aspects of Service Portfolio Management, Service Catalogue Management, Service Level Management, Demand Management, Supplier Management and Financial Management processes.
• Prepare for and take the ITIL Intermediate Qualification: Service Offerings and Agreements (SOA) Certification Exam
Course Outline
• The importance of Service Offerings and Agreements while providing service
• How all processes in Service Offerings and Agreements interact with other Service Lifecycle Processes
• The processes, activities, methods and functions used in each of the Service Offerings and Agreements processes
• The importance of IT Security and its contributions to Service Offerings and Agreements
• How to measure and use the Service Offerings and Agreements processes, activities and functions to achieve operational excellence
• Analysis, justification and selection of the implementation approaches, challenges, critical success factors and risks
Course Mode:
• Instructor Led - Complete Classroom Learning with limited class size. The course includes work-based practical activities and discussions as well as real-life case studies.
Course Duration:
• 3 Days (Examination is conducted at the end of 3rd day of training)


Course Deliverables
• Pre-study enrollment pack consisting of ITIL reference materials
• Officially accredited extensive ITIL Courseware
• Real life case studies and practical assignments including extensive review sessions
• Official ITIL sample papers (2 sets)
• Extensive Support (Email/Phone) (Access to Innate Labs - ITIL Forums)
• Earn 24 PMI® PDUs
 100% passing guarantee - Else we pay your re-exam fees
Course Fees Includes:
• ITIL Training Fees
• ITIL 2011 Intermediate Qualification - Service Offerings and Agreements (SOA) Certification Examination Fees
• 4-Star Conferencing Facilities including lunch, Tea/Coffee
• Course Deliverables as stated above

Certification Examination Details:
• Examination Format : Multiple choice, scenario-based, gradient scored questions
• Number of Questions : 8
• Pass Score : 70% i.e. 28/40
• Exam Duration: Maximum 90 minutes for all candidates in their respective language (Candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary).
• Exam mode : Online or Paper Based Examination fully accredited by APMG-International - UK


Introduction and Overview

  • The context in the service lifecycle of the SOA processes
  • Strategy management for IT services
  • Design coordination

Service Portfolio and Service Catalogue Management

Principles of service portfolio management

  • Relationship to the service catalogue and service pipeline
  • Thinking strategically
  • Achieving customer focus
  • Designing the service portfolio
  • Allocating resources
  • Linking business and IT services

Integrating the service catalogue

  • Purpose, goals and objectives
  • Technical and business service catalogues
  • Detailing operational services
  • Using key metrics and critical success factors
  • Producing a service catalogue

Service Level Management (SLM)

Service level management goals

  • The significance of SLM to the service lifecycle
  • How SLM creates business value
  • Analysing and explaining the scope of the process
  • Policies, principles and basic concepts of SLM

The service level management process

  • Negotiating service level agreements (SLAs)
  • Deliverables, roles and responsibilities
  • SLAs, OLAs and review meetings
  • Service improvement plans
  • Monitoring service performance against SLAs

Demand and Supplier Management

Demand management

  • Activity-based demand management and business activity patterns
  • Managing capacity to maximise value
  • Identifying patterns of business activity
  • Connecting demand management to the service portfolio

Supplier management

  • Analysing the use of the supplier management process
  • Process, scope and objectives
  • Evaluating new suppliers
  • Supplier categorisation and maintenance of the supplier and contract database
  • Ensuring supplier performance
  • Contract management and administration

Financial Management for IT Services

How financial management contributes to the service lifecycle

  • Managing financial considerations
  • The scope, purpose and goals of the process
  • Basic concepts: funding, accounting and charging

Principles of financial management

  • Value to the business
  • Building a business case
  • Applying information management
  • Generating and disseminating information
  • Dealing with challenges and risks

Business Relationship Management (BRM)

  • The purpose, objectives and scope of BRM
  • Process activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • Critical success factors and key performance indicators

Roles and Responsibilities

  • Service portfolio management
  • Service catalogue management
  • Service level management
  • Supplier manager

Technology and Implementation Considerations

  • Technology implementation as part of implementing service management
  • Special technology functions related to SOA
  • Generic requirements and evaluation criteria
  • Good practices for implementation
  • Challenges, critical success factors and risks


What is this course all about?
In this course, you learn how to plan, execute, manage and optimise the service offerings and agreements processes. Through personalized coaching, practical assignments, real life case studies, practice (mock) exams and extensive review sessions, you not only gain the requisite knowledge to take the ITIL Intermediate Qualification: Service Offerings and Agreements Certification Exam but also gain detailed insights in the service offerings and agreements guidance as provided by the ITIL Framework.
What background do I need?
As mentioned in the Course Details section, you would be requiring to hold ITIL 2011 Foundation Certificate OR ITIL V3 Foundation Certificate OR V2 Foundation plus Bridge Certificate to attend this course and take the ITIL Certification Exam on the final day of class.
It is also suggested that you:

  • Can showcase awareness with IT terminology and understand service offerings and agreements management within the context of your own business environment;
  • Have experience working in a service management capacity within a service provider environment, with responsibility for at least one of the following management disciplines and its relevant activities: service portfolio management, service catalog management, service level management, demand management, supplier management, financial management for IT services, and business relationship management

Does this course counted towards the credits for ITIL Expert certification?
Yes, as you achieve the ITIL Intermediate Qualification: Service Offerings and Agreements, you gain four credits towards the ITIL Expert certification. To be able to gain the ITIL Expert certification, you require to earn minimum of 22 credits. Please refer:
What processes comprise the Service Offerings and Agreements syllabus of  ITIL 2011 Edition?
The ITIL Service Offerings and Agreements Certification syllabus includes the following topics:

  • Introduction to service offerings and agreements (SOA)
  • Service portfolio management
  • Service catalog management
  • Service level management
  • Demand management
  • Supplier management
  • Financial management for IT services
  • Business relationship management
  • SOA roles and responsibilities
  • Technology and implementation considerations

Is this course aligned and updated according to the changes of ITIL 2011 Edition?
Yes. This course is updated as per latest ITIL 2011 edition.
What are the changes being made to ITIL Service Strategy : Best Practice Guidance book for ITIL 2011 Edition?
The basics and hypothesis within the publication have been enhanced, without modifying the overall key communication. The reorganized publication includes additional practical guidance and additional examples where essential. The newly defined process of strategy management for IT services outlines the development and maintenance of business and IT strategies. There are also separate descriptions of business strategy and IT strategy; financial management has been extended; and business relationship management and demand management are now covered as processes.
What is the difference between Lifecycle and Capability Qualification Certification?
The Lifecycle and Capability certification forms the two streams/paths, or branches, of the ITIL intermediate-level qualification scheme.
The Lifecycle stream consists of five modules or certifications. These certifications focus on the service lifecycle, the use of process and practice within the lifecycle and developing the skills needed to deliver quality service management practices in an organisation.
The Capability certificates, which includes the Service Offerings and Agreements are made up of four modules, are focused toward those who want a thorough understanding of ITIL processes and roles. The primary focus is on activities, execution and use of the processes throughout the entire service lifecycle.