ITIL® Service Offerings & Agreements (SOA)

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About this Course

The primary goal of IT Service Management is to deliver quality IT services that enable desired business outcomes. To do this, service providers often face a precarious balancing act of managing customer relationships and requirements, understanding and managing demand and patterns of business activities, aligning internal and external suppliers and maintaining fiscal responsibility and sound IT investments. The ITIL® Capability Course - Service Offerings and Agreements (SOA) - provides the best practice process knowledge required to navigate these waters towards the safe harbor of customer satisfaction and continual service improvement.

Audience Profile

The primary audience is IT Professionals, IT Process Owners, Business Managers and Business Process Owners requiring deep role-based knowledge of, or are involved in, Service Portfolio Management, Service Catalog Management, Service Level Management, Demand Management, Supplier Management, Financial Management and Business Relationship Management.

At Course Completion

Upon successful completion learners will understand:

  • SOA activities and their value
  • SOA processes: Service Portfolio, Service Catalog, Service Level, Demand, Supplier, Financial and Business Relationship Management
  • SOA roles and responsibilities
  • Technology and implementation considerations
  • Challenges, critical success factors and risks


  • The ITIL® Foundation Certification in IT Service Management
  • Two (2) to four (4) years professional experience with service management
  • Learners must complete at least 21 hours of personal study by reviewing the Service Design and Service Strategy publication

Exam & Certification

Successfully passing the 90 minute, exam consisting of eight (8) complex, multi-part, multiple choice scenario-based gradient scored questions leads to the ITIL® Intermediate Qualification: Service Offerings and Agreements Certificate.

ITIL® Expert:

Earn 4 credits of the 22 required to achieve the ITIL® ExpertCertification.

Project Management Institute (PMI) Professional Development Units (PDUs): 

ITSM Academy is recognized by PMI as a Global R.E.P. Project Management Professionals earn 38 contact hours or PDUs upon completion of this course.


ITIL® is a registered trade mark of AXELOS limited.

IT Infrastructure Library® is a registered trade mark of AXELOS limited.

 All ITIL® courses are offered by Service Management Dynamix and ITSM Academy.

Course Outline

  • Introduction
  • Service Portfolio Management
  • Service Catalog Management
  • Service Level Management
  • Demand Management
  • Supplier Management
  • Financial Management
  • Business Relationship Exam Management
  • Roles and Responsibilities 
  • Technology and Implementation Considerations
  • Exam Prep / Mock Exam