ITIL Service Offerings and Agreements (SOA)
ITIL® Intermediate Service Capability qualification - Service Offerings and Agreements Certificate

atoitil-pplThe ITIL Intermediate Qualification: Service Offerings and Agreements (SOA) Certificate is a freestanding qualification, but is also part of the ITIL Intermediate Capability stream, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management.

  • Overview
  • Objectives
  • Target Group
  • Prerequisites
  • Deliverables
  • Certification Exam
The ITIL Certificate in Service Offerings and Agreements is intended to enable the holders of the certificate to apply SOA practices service management lifecycle and specifically in the following key ITIL process, role and function areas:
  • Service portfolio management
  • Service catalogue management
  • Service level management
  • Demand management
  • Supplier management
  • Financial management for IT services
  • Business relationship management

This course also introduces and explores the implementation of SOA practices, as well as technology considerations.

Candidates can expect to gain competencies 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 SOA curriculum
  • SOA roles and responsibilities
  • Technology and implementation considerations
  • Challenges, CSFs and risks
The target group of the ITIL Intermediate Qualification: Service Offerings and Agreements includes, but is not restricted to:
  • IT professionals
  • Business managers
  • Business process owners
  • Individuals who require a deep understanding of the SOA processes
  • IT professionals that are working within an organization that has adopted and adapted ITIL
  • Operational staff involved in SOA processes
  • Individuals who wish to advance to higher level ITIL certifications
  • Individuals seeking the ITIL Expert Certificate in IT Service Management
Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate which must be presented as documentary evidence to gain admission. It is recommended that candidates:
  • Can demonstrate familiarity with IT terminology and understand SOA within the context of their own business environment
  • Have experience of working in a service management capacity within a service provider environment, with responsibility for at least one of the management disciplines
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 publication.
The classroom training is delivered in varying formats and training includes lecture and interactive sessions where the instructor covers each knowledge area and follows it up through a discussion session and hands-on exercises to reinforce the knowledge imparted. Accredited courseware will be provided as classroom handouts (hard copy) which include:
  • Presentation material
  • Homework and assignments
  • Summary course notes
  • Sample practice tests
  • Assessment  exams
The course is assignment based, with practical coursework and is based upon the five ITIL Books and prepares delegates for the ITIL Service Offerings and Agreements certificate examination.
To be eligible for the examination leading to the ITIL Intermediate Certificate, the candidate must complete atleast 30 contact hours as part of a formal, approved training course/scheme

Exam : Closed book, supervised ; online / paper
Questions : 8
Time : 90 minutes
Type : Multiple choice, scenario-based, gradient-scored
Pass Score : 28/40 or 70%
  • The training helped us understand the concepts by interlinking real life scenarios making them easy to remember
    Aparna Samala IT Manager at CA Technologies
  • 1
  • 2
  • 3
  • 4
High Quality Training
All our training programs are delivered by senior trainers with real-world consulting experience. Deliverables include hard-copy accredited course-ware and the official certification exam.
On-Site / Public Schedule
Training can be delivered on-site at a location of your choice - exclusively for your organization. Please contact us with your specific requirements.