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​ITIL Service Offerings and Agreements Course

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ITIL Intermediate Service Offerings and Agreements (SOA) focuses on the practical application of SOA practices.

  • Price

    £699.00 including VAT (was £899.00)

    Offer ends 29 February 2024

    Save £200.00
  • Course Type E-Learning
  • Course Duration 30 Hours
  • Course Access 90 Days
  • Awarded By Peoplecert
  • Additional Features

    Get 6 months access (£99.00)
  • Student Discount Card Yes

ITIL Intermediate Service Offerings and Agreements (SOA) focuses on the practical application of SOA practices.

Course Description
Pass the ITIL Service Offerings and Agreements exam with our

ITIL Service Offerings and Agreements online course

ITIL Intermediate Service Offerings and Agreements (SOA) is one of the ITIL Service Capability modules. It focuses on the practical application of SOA practices to enable portfolio, service level, service catalogue, demand, supplier and financial management.

SOA has been designed to help organisations and professionals understand how the five stages of the ITIL lifecycle (service strategy, service design, service transition, service operation and continual service improvement) can offer value to organisations and projects. It also provides guidance on how service offerings can be developed to support the needs of both the business and the user.

The SOA certification can only be taken following an accredited training course.

Who is SOA for:

The SOA qualification would be suitable for IT professionals in roles such as IT Management, IT Finance Manager, Capacity Manager, Availability Manager, Service Level Manager, Business Continuity Manager, Service Portfolio Manager, Supplier Relationship Manager.

What is included in the course? 

  • Accredited ITIL SOA E-Learning.
  • Get 90 Days Access.
  • 6 Months Access Available at an Additional Cost.   
  • Official ITIL Exam Voucher (Exam Taken Online);
  • Study Guides, Quizzes, Sample Exam and more...
  • Tutor Support.

Entry Requirements

  • Students wishing to study the Release, Control and Validation course should already hold the ITIL Foundation Certificate.

Learn with confidence


the best ITIL Service Offerings and Agreements course online

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To get started, please select the number of users you require and add the course to your shopping basket by selecting 'Add to Basket'. You will then be able to make payment using most credit and debit cards or a PayPal account.

Bulk discounts

Bulk discounts are available on purchases of 10 or more courses.

If you wish to discuss a large individual order for this course, and/or would like to be invoiced in advance, please call our sales team on 0808 175 1269 to make an enquiry.

The ITIL SOA course offered on this page are offered by IT Training Zone Ltd. an ATO of AXELOS Limited.
Who is this course for?

ITIL Intermediate ​Service Offerings and Agreements Course is suitable for Service Desk Managers, Desktop Support, Data Centre Management, Data & Networks, Managers, Operations Managers, Network Operations, Server Support and Administration, Development, Testing & QA Managers, Process and Procedure Engineers, Program and Project Management, QMS Managers, Service Delivery Managers.


Course Assessment Process

In order to achieve your ITIL Service Offerings and Agreements Course (SOA) qualification, you must pass the ITIL SOA exam. You can take the exam online (virtually) using a service provided by PeopleCert.

When you have completed this course, you will be ready to start preparing for the ITIL SOA exam. To support you with this, this eLearning course contains a practice exam that will simulate the conditions of the real thing.

This course comes with a FREE exam voucher 

Before booking your exam, it will be a good idea to make sure that your device meets the technical requirements. You can do so via this online test. This test will examine the suitability of your webcam, microphone and internet connection. Please visit the PeopleCert website for more information and guidance.

Exam Details: 

40 multiple choice questions. 90 minute duration with a 70% pass mark. Exam can be taken online with a web proctor (with PEOPLECERT). Students must hold the ITIL Foundation certificate and have completed the ​ITIL Service Offerings and Agreements course before requesting their exam voucher.

Got a question about exams? Contact our course advisors by email or by phone on 0808 175 1269. We're happy to help!


Our training works on all devices including Mobile phones, IPad’s, Android tablets, Macs and PC’s.

For the best viewing experience on our state-of-the-art eLearning platform we recommend an internet connection of 10Mbps or better. Please also use Google Chrome or Mozilla Firefox as your browser with Adobe Flash Player. 

Looking for more information?
What is ITSM?
ITSM stands for 'IT Service Management': using policies, procedures, and best practices to optimize IT services for clients and employees.
What is ITIL 4?
ITIL 4 is the latest iteration of ITIL, the world's leading framework for ITSM. It offers a series of best practices to help IT-powered organizations design, develop, and continually improve their IT services.
What does the ITIL certification path look like?
Students start with 'ITIL Foundation'. Passing the Foundation exam then enables them to choose modules in the 'ITIL Managing Professional' or 'ITIL Strategic Leader' streams.

After passing all intermediate modules, students can then move on to the rank of 'ITIL Master'.
How much is an ITIL certification worth?
According to Payscale, certified ITIL practitioners can earn between $51,000 and over $259,000 (or £18,000 and over £118,000), depending on their experience, role, and certification level.
How does ITIL work?
ITIL provides users with a set of best practices for creating optimized IT services. It establishes cultures of continuous improvement, ensuring that users can enjoy long term benefits with IT services continually aligned with business goals and strategies.

It also aims for resource optimization and looks to continually improve essential processes.
How can ITIL benefit businesses?
ITIL 4 is a modernized framework that fully-equips users to optimize their IT practices. It creates cultures of continuous improvement, enabling organizations to deliver top-quality IT products and services whilst also continually reviewing their own processes.

ITIL 4 is also highly adaptable, not only making it future-proof but also allowing users to combine it with other popular methodologies such as DevOps.
What's new with ITIL 4?
There were three major changes with the release of ITIL 4. Firstly, it is more industry and community-driven, with ITIL practitioners helping to update the framework. Next, it can be easily integrated with other popular frameworks, such as DevOps, Agile, and Lean. Finally, ITIL 4 has an all-new certification path.
What other frameworks can complement ITIL?
ITIL 4 can be integrated with several other frameworks, including Agile, DevOps, and Lean. Some practitioners even use it alongside PRINCE2.
If we haven't answered your questions, please submit a question. We are happy to help and answer any questions you might have.
Course Outline
The course is organised into the following modules:
  • Module 1 – Service Management
    • Module 1 – Lesson 1 – SOA and the Service Lifecycle
    • Module 1 – Lesson 2 – Design Coordination
    • Module 1 – Lesson 3 – Customer Requirements
    • Module 1 – Lesson 4 – Return on Investment and the Business Case
  • Module 2 – Service Portfolio Management
    • Module 2 – Lesson 1 – Service Portfolio Management Introduction
    • Module 2 – Lesson 2 – Business Services and IT Services
    • Module 2 – Lesson 3 – The Service Portfolio Management Process
    • Module 2 – Lesson 4 – Activities, Methods and Techniques Part 2
    • Module 2 – Lesson 5 – Activities, Methods and Techniques Part 2
  • Module 3 – Service Catalogue Management
    • Module 3 – Lesson 1 – Process Overview
    • Module 3 – Lesson 2 – Service Catalogue Management and Service Portfolio Management
    • Module 3 – Lesson 3 – Policies, Principles and Basic Concepts
    • Module 3 – Lesson 4 – Process Management
  • Module 4 – Service Level Management
    • Module 4 – Lesson 1 – Process Overview
    • Module 4 – Lesson 2 – Process Activities
    • Module 4 – Lesson 3 – Service Level Management and the Customer
    • Module 4 – Lesson 4 – Process Deliverables
    • Module 4 – Lesson 5 – Process Management
    • Module 4 – Lesson 6 – Process Interfaces
  • Module 5 – Demand Management
    • Module 5 – Lesson 1 – Process Overview
    • Module 5 – Lesson 2 – Policies, Principles and Basic Concepts
    • Module 5 – Lesson 3 – Process Activities, Methods and Techniques
    • Module 5 – Lesson 4 – Developing Differentiated Offerings
    • Module 5 – Lesson 5 – Process Management
  • Module 6 – Lesson 1 – Process Overview
    • Module 6 – Lesson 2 – Policies, Principles and Basic Concepts
    • Module 6 – Lesson 3 – Activities, Methods and Techniques
    • Module 6 – Lesson 4 – Supplier Categorisation
    • Module 6 – Lesson 5 – Process Management
  • Module 7 – Financial Management
    • Module 7 – Lesson 1 – Process Overview
    • Module 7 – Lesson 2 – Policies and Basic Concepts
    • Module 7 – Lesson 3 – Accounting Part 1
    • Module 7 – Lesson 4 – Accounting Part 2
    • Module 7 – Lesson 5 – Budgeting
    • Module 7 – Lesson 6 – Charging
    • Module 7 – Lesson 7 – Process Management
  • Module 8 – Business Relationship Management
    • Module 8 – Lesson 1 – Process Overview
    • Module 8 – Lesson 2 – Policies, Principles and Basic Concepts
    • Module 8 – Lesson 3 – Activities, Methods and Techniques
    • Module 8 – Lesson 4 – Process Management
  • Module 9 – Technology and Implementation
    • Module 9 – Lesson 1 – Service Design Technology Requirements
    • Module 9 – Lesson 2 – Technology and Tool Evaluation
    • Module 9 – Lesson 3 – Planning and Implementing Service Management Technology
    • Module 9 – Lesson 4 – Service Management Implementation
    • Module 9 – Lesson 5 – Lifecycle Challenges, Critical Success Factors and Risks
  • Module 10 – The Sample Exam

Course duration is 30 hours (minimum) and is 4 ITIL Credits

Each lesson contains a video tutorial, study guide and associated quiz.

Payment Options

Need Practical Experience?

As a bolt-on option, we offer Practice Labs as it provides users with an online lab platform to develop their practical skills in IT technologies such as CompTIA, Microsoft, Cisco and VMWare.

In addition to the hardware you require, you also gain access to high quality practical exercises covering exam topics to help you to maximize your study time and increase your results. Practice Labs are highly effective and offer a cheaper alternative to setting up your own test environment.

You will gain unlimited access to the Practice Labs for 12 months- helping you to consolidate your learning and prepare you for work.

Gain access to our E-Book's Library

This bolt-on option will provide you with a wealth of research and reference material to help you make the most of your studies. Our e-book's library will serve as a great addition to your course material and provide massive savings in comparison to the cost of buying additional study books to support your learning.

For more information about our career advice services, contact us on 0808 175 1269 to speak with one of our friendly course advisors today.

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​ITIL Service Offerings and Agreements Course
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