ITIL® Service Offerings & Agreements
Self-paced course

Study online at your own pace 90 days online access Fully accredited Includes videos, quizzes, exercises, study guides and official syllabus and sample exams Tutor support available via email  READ MORE

Price: £499 

  • Exam: Online ITIL Intermediate Exam (£250 ex VAT )

* Price excludes VAT which will be added at the prevailing rate.

ITIL® Service Offerings & Agreements

About the Course

  • Study online at your own pace
  • 90 days online access
  • Fully accredited
  • Includes videos, quizzes, exercises, study guides and official syllabus and sample exams
  • Tutor support available via email


This course leads to the ITIL Certificate – Service Offerings and Agreements (SOA). This 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 Certificate in IT Service Management.

This course is suitable for individuals who require a deep understanding of Service Offerings and Agreement processes and how they may be used to enhance the quality of IT service support within an organisation.

It is particularly suitable for: Operational staff involved in:

• Service Portfolio Management;
• Service Catalogue Management;
• Service Level Management;
• Demand Management;
• Supplier Management;
• Financial
• Management
• Business Relationship Management



• 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
o 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

Exam Details

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).


  • Exam duration: 90 minutes
  • Exam format: closed book, multiple choice
  • Exam delivery: online, webcam proctored. Read about online exams here
  • Exam pass mark: 70% (28/40 questions)
  • Exam language: extra time is available for non-native English speakers. Contact us for current translation availability
  • Exam value: 4 ITIL credits


Follow-Up Training

ITIL3-OSA – Operational Support and Analysis. (5 days).
ITIL3-RCV - Release, Control and Validation. (5 days).
ITIL3-PPO – Planning Protection & Optimisation. (5 days).
ITIL3-MAL – Managing across the Lifecycle (5 days).


If your goal is to attain the coveted ITIL "Expert" qualification, you should consider our "bundle" of courses to get you there in the most cost-effective way.

The ITIL Expert Capability bundle includes all of the Capability courses and the over-arching Managing Across the Lifecycle and is offered considerably cheaper than booking them separately.

Worried about committing to dates so far ahead? Stop worrying - we are always willing to transfer you to an alternative date - just give us 4 week's notice and there will be no additional charge.

Dates For ITIL® Service Offerings & Agreements

This is an online self-paced e-Learning course which you can complete at your own pace:

Please Note: Any applicable exam fees are not included in the prices quoted.
You can choose to include or exclude the exam on the booking page.

ITIL® Service Offerings & Agreements