ITIL® Capability - Service Offerings and Agreements

The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in service management as documented in the ITIL Service Lifecycle core publications. 

Course Syllabus:

• Learning Unit SOA01: Introduction to service offerings and agreements (SOA) 
• Learning Unit SOA02: Service portfolio management 
• Learning Unit SOA03: Service catalogue management 
• Learning Unit SOA04: Service level management 
• Learning Unit SOA05: Demand management
• Learning Unit SOA06: Supplier management 
• Learning Unit SOA07: Financial Management for IT services 
• Learning Unit SOA08: Business relationship management 
• Learning Unit SOA09: SOA roles and responsibilities
• Learning Unit SOA10: Technology and implementation considerations

Prerequisite Entry Criteria:

Candidates wishing to be trained and examined for this qualification must already hold the ITILFoundation Certificate in IT Service Management which must be presented as documentary evidence to gain admission 

Candidates who hold the following ITIL qualifications are also eligible, and similar evidence will be required: 

• Earlier ITIL (V2) Foundation plus Foundation Bridge 
• ITIL Expert Certificate in IT Service Management (achieved via Service Manager or Practitioner bridging routes).

It is recommended that candidates: 

• Can demonstrate familiarity with IT terminology and understand that the context of service offerings and agreements management within their own business environment is strongly recommended 
• Have experience of working in the service management capacity within a service provider environment, with responsibility for at least one of the following management processes and activities: 

1. Service portfolio management 
2. Service catalogue management 
3. Service level management 
4. Demand management 
5. Supplier management 
6. Financial management for IT services 
7. Business relationship management 

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 ITIL Service Design publications.