ITIL® Intermediate: Service Offerings & Agreements (SOA)

Course code: ISOA 

Course description:

The ITIL® Service Offerings & Agreements training is one of the Capability Stream modules. It can be treated as an independent training or as a step on the way to ITIL Expert certification.

The course familiarises participants with details of offering and contracting IT services and service delivery management. Practical exercises are an integral part of the training. The training ends with a formal ITIL Service Offerings & Agreements examination.

The training course is accredited by the APM Group Ltd.


The purpose of this training is to enable participants (who hold the ITIL Foundation certificate) to acquire practical skills needed to create a service catalogue, maintain Service Level Agreements and perform supplier management activities.

This course will enable participants to:

  • understand the importance of best practices in IT Service Management,
  • evaluate how ITIL Service Offerings and Agreements processes interact with other ITIL Service Lifecycle processes,
  • identify the activities, methods and functions used in each of the ITIL Service Offerings and Agreements processes,
  • understand how to use Service Offerings and Agreements processes, activities, and functions to achieve operational excellence,
  • understand how to measure Service Offerings and Agreements,
  • deal with challenges and risks related to Service Offerings and Agreements

Target group:

This training course is designed for all who require a deeper knowledge of service management improvement best practices and effective process enhancement methods. It applies mainly to IT professionals working within organisations that adopted and customised ITIL best practices and who contribute to improving the quality of services. This course is also intended for operational staff involved in service portfolio management, service level management, service catalogue management, demand management, supplier management, financial management for IT services and business relationship management who wish to enhance their role-based capabilities.


Candidates wishing to be trained and examined for this qualification must hold either:

  • the ITIL Foundation Certificate in IT Service Management (V3 or 2011) or
  • ITIL V2 Foundation plus Foundation Bridge certificates or
  • ITIL Expert Certificate in Service Management obtained via ITIL V3 Managers Bridge examination


5 days


Examination includes 8 multiple choice scenario-based questions. Answers are worth 5, 3, 1 or 0 marks. The duration is 90 minutes. Examination is run in English. No books and other materials allowed.

Candidates completing an exam in a language that is not their mother tongue are entitled to have extra time to complete the exam and are allowed to use a dictionary. You must achieve 28 or more out of possible 40 marks (70%) to pass this examination.

Table of contents:

-- Day 1 --

  • Introduction to the training course,
  • Service Management Review,
  • Service Portfolio Management,
  • Service Catalogue Management

-- Day 2 --

  • Evening work debrief,
  • Service Catalogue Management exercises,
  • Service Catalogue Management - cont.,
  • Service Level Management

-- Day 3 --

  • Evening work debrief,
  • Service Level Management – cont.,
  • Demand Management,
  • Supplier Management

-- Day 4 --

  • Evening work debrief,
  • Financial Management,
  • Sample Exam Paper

-- Day 5 --

  • Evening work debrief,
  • Business Relationship Manager,
  • Technology and Implementation,
  • Review and revision,
  • ITIL Intermediate Service Offerings & Agreements examination



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