Service Offerings & Agreements (SOA)

Open Enrollment Schedule (Clear Search)

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Course Description: 

This 5-day course immerses learners in the practical aspects of the ITIL® Service Lifecycle and processes associated with the Service Offerings and Agreements of services and service delivery. The main focus of this course is on the operational-level process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment. This training is intended to enable the holders of the certificate to apply the practices during the Service Management Lifecycle. This course is designed using an engaging scenario-based approach to learning the core disciplines of the ITIL best practice and positions the student to successfully complete the associated exam.

Course Objectives: 

At the end of this course, the learner will gain competencies in:

  • Understanding of the importance of Service Management as a Practice concept and Service Operation principles, purpose and objective
  • The importance of ITIL Service Offerings and Agreements while providing service
  • How all processes in ITIL Service Offerings and Agreement interact with other Service Lifecycle Processes
  • The processes, activities, methods and functions used in each of the ITIL Service Offerings and Agreement processes
  • How to use the ITIL Service Offerings and Agreement processes, activities and functions to achieve operational excellence
  • How to measure ITIL Service Offerings and Agreements
  • The importance of IT Security and its contributions to ITIL Service Offerings and Agreements
  • Understanding of technology and implementation considerations surrounding ITIL Service Offerings and Agreements
  • Challenges, Critical Success Factors and Risks associated to ITIL Service Offerings and Agreements


The Service Offerings and Agreements Capability course will be of interest to:

  • Individuals who have their ITIL Foundation Certificate want to pursue the intermediate and advanced level ITIL Certifications.
  • Individuals and / or operational staff who require a deep practical understanding of the Service Offerings and Agreements processes and how these may be used to enhance the quality of IT service support within an organization, for example: operational staff involved in Service Portfolio Management; Service Catalogue Management, Service Level Management, Demand Management, Supplier Management, Financial Management and Business Relationship Management
  • IT professionals involved in IT Service Management implementation and improvement programs.
  • Typical roles include (but are not restricted to): IT professional, IT/business manager, IT/business process owner, and IT practitioner.


Candidates for this course must:

  • Hold an ITIL Foundation Certificate
  • Complete at least 21 hours of personal study by reviewing the Service Design and Service Strategy publications
  • There is no minimum mandatory requirement but 2 to 4 years professional experience working in IT Service Management is highly desirable

Course/Student Material:

Students receive a copy of the course syllabus, classroom presentation material, practice exam, case study, homework and assignments.


  • Upon successful passing of the ITIL Service Offerings and Agreements Capability exam, the student will be recognized with 4 credits in the ITIL Qualification Scheme.
  • Project Management Institute – Professional Development Units (PDUs) = 38

Course Organizational Logistics:

  • Ideal Classroom suggested is a U-shaped seating arrangement
  • Location tools include a whiteboard, flipchart and projector
  • Open Enrollment Course runs 9:00am - 5:00pm local time each day
  • The exam will be offered on the last day of class.

About the Examination:

  • The exam is a closed book, eight (8) multiple choice questions.
  • The pass score is 70%
  • The exam lasts 90 minutes.

Ashford Global IT provides the following Success Guarantee:

In the event that a student does not successfully complete the ITIL certification exam, they may take the class and/or exam again at no cost. See details*

With Ashford Global IT’s Success Guarantee, combined with our competitive pricing, we feel sure we can meet and surpass your expectations for this class.