The Knowledge Academy Logo
The Knowledge Academy Logo
01344 203999 - Available 24/7
Empty

Send us your message.

X

ITIL® Service Capability - Service Offerings & Agreements

Key points about this course


Duration: 5 Days*

Pre-requisites: - ITIL® Foundation

Pre-course Reading: 2-5 Hours

Accredited: Yes

Dates & Prices Enquire
  • Includes candidate pack containing all course material, exam, & certificate
  • ITIL® Service Offerings & Agreements is PeopleCert accredited
  • Our ITIL® Service Capability training courses have high pass rates

Available delivery methods for this course

Classroom Icon

Classroom

Onsite Icon

Onsite

Online Icon

Online

Virtual Icon

Live Virtual

Course Information

ITIL® Service Capability - Service Offerings and Agreements (ITIL® SOA) Course Overview 

This 5 day ITIL® Service Offerings and Agreements course provides a comprehensive overview of practices for the Service Design and Service Strategy areas of the lifecycle and prepares you to take the Service Offerings and Agreements exam, leading to the ITIL® SOA certification.

ITIL® Service Offerings and Agreements is one of the nine ITIL® Intermediate courses which can be mixed and matched to gain the credits needed for the ITIL® Expert certification, and one of the four courses which make up the Service Capability Stream. Service Offerings and Agreements concerns practices for portfolio, service level, catalogue, demand, supplier, and financial management.

This Service Offerings and Agreements course covers a wide range of areas in relation to service offerings, from service catalogue management to supplier management and financial management. Touching first on service portfolio management, the course explains the scope and value of this practice, its constituent processes, and its symbiotic relationship with service catalogue management, on which the course subsequently expands. After covering the different types of service catalogue and suggesting when they might be used, the course then explains the role of service level management and considers the importance of service level agreements, either service-based, customer-based, or multi-level.

Delegates will also gain an understanding of demand management, including how to create and analyse user profiles and patterns of business activity, and prepare for situations in which demand exceeds capacity. The course also looks at the roles of supplier management and business relationship management, examining the role of service agreements and relationships with both suppliers and consumers. In addition, delegates will learn about financial management within the lifecycle of a service, learning how to create business cases, assess ROIs, and model various funding alternatives. The course will close with an explanation of the key roles and responsibilities involved in Service Offerings and Agreements, as well as the technological considerations that SOA covers.

By providing a comprehensive guide to the processes of Service Design and Service Strategy, ITIL® Service Offerings and Agreements will be particularly beneficial to anybody involved in activities during these stages.

The Knowledge Academy is fully accredited for all its ITIL® Courses, by PeopleCert on behalf of AXELOS.

 

ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

 

ITIL® Service Capability - Service Offerings & Agreements (ITIL® SOA) Course Outline

This course will cover the following content:

  • Introduction to Service Offerings and Agreements

  • Service Portfolio Management

  • Service Catalogue Management

  • Service Level Management

  • Demand Management

  • Supplier Management

  • Financial Management

  • Business Relationship Management

  • SOA: Key Roles

  • Service Design Technology Considerations

  • Service Offerings & Agreements: Summary

 

*After completing 4 days of classroom training and successfully passing your Foundation Exam, the fifth day of this course is a flexible exam preparation day to complete at your convenience in order to prepare you to take and pass your Practitioner exam online.

We provide comprehensive support during the exam process to make the experience as simple as possible. This exam can be taken at a suitable time, subject to availability; online, anywhere.

Benefits of online exams include:

  • Proven higher pass rates
  • Quicker Results
  • Save Travel Costs
  • Flexibility
  • Convenient
  • Take your exam at your home, office, or work when you are ready 

 

ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

Who should attend?

The course will benefit anybody who wishes to gain knowledge of or apply SOA practices, including IT Professionals, Business Managers, Business Process Owners, and anyone else involved in an organisation which has adopted or is looking to adopt ITIL®.

 

Prerequisites

You must have completed ITIL® Foundation before attending this course.

ITIL® is a best practice framework for IT service management. It provides guidance to businesses and individuals on how to use IT to meet business needs and deliver value to its users. ITIL® is supported by a comprehensive certification scheme which spans knowledge from the principles to how the entire framework fits together.
Yes, this course is accredited by PeopleCert on behalf of AXELOS.
Yes, you must have completed ITIL® Foundation before taking this course.
The course fee includes 5 days of classroom tuition from an expert trainer as well as a comprehensive candidate pack featuring presentation slides, exercises, sample examinations and the ITIL® Service Offerings and Agreements exam.
You can read more about ITIL® on our ITIL® topic page, which links to a number of pages which go into greater detail about ITIL®, its courses, and its methodology.
The Service Offerings and Agreements exam is a 90 minute, multiple choice exam.

ITIL® Service Offerings and Agreements Exam

The ITIL® SOA exam measures knowledge of Service Offerings and Agreements practices.

  • 8 multiple choice questions

  • 90 minutes

  • Pass mark: 70% or 28/40

  • Closed book​

*After completing 4 days of classroom training and successfully passing your Foundation Exam, the fifth day of this course is a flexible exam preparation day to complete at your convenience in order to prepare you to take and pass your Practitioner exam online.

We provide comprehensive support during the exam process to make the experience as simple as possible. This exam can be taken at a suitable time, subject to availability; online, anywhere.

Benefits of online exams include:

  • Proven higher pass rates
  • Quicker Results
  • Save Travel Costs
  • Flexibility
  • Convenient
  • Take your exam at your home, office, or work when you are ready 


This ITIL® course includes the following:

  • ITIL® Service Offerings and Agreements exam

  • The Knowledge Academy ITIL® Service Capability - Service Offerings and Agreements Manual

  • Certificate

  • Experienced ITIL® Trainer

  • Refreshments

Dates & Prices

Select your preferred delivery method

Choose a Region

Choose a Location

Choose a Month

Office Icon Attend your course from the office or home
Trainers Icon Interactive support from experienced trainers
Simple Icon Simple to setup and easy to use on any device

Complete the steps below to receive a quote or more information

How will you be funding your training?

Self funding

Company funding

Not sure

Key points about this course


Duration: 5 Days*

Pre-requisites: - ITIL® Foundation

Pre-course Reading: 2-5 Hours

Accredited: Yes


Why choose TKA logo


Gold Tag

Best price in the industry

You won't find better value in the marketplace. If you do find a lower price, we will beat it.

Trusted Icon

Trusted & Approved

Our ITIL® courses are accredited by PeopleCert on behalf of AXELOS.

Delivery Icon

Various delivery methods

Flexible delivery methods are available depending on your learning style.

Resource Icon

Resources

Resources are included for a comprehensive learning experience.

Thames Water Logo

"Really good course and well organised. Trainer was great with a sense of humour - his experience allowed a free flowing course, structured to help you gain as much information & relevant experience whilst helping prepare you for the exam"

Joshua Davies, Thames Water

Google Logo
Samsung Logo
Shell Logo

"...the trainer for this course was excellent. I would definitely recommend (and already have) this course to others."

Diane Gray, Shell

  Looking for more information?

Trustpilot

Click here to see our Christmas Offers!