Log In

ITIL® Service Offerings and Agreements (SOA)

This 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.


Course Fact Sheet v1.2– ITIL®

Service Offerings & Agreements (SOA) Capability Course

4 Credits to ITIL Expert. 

2.5 days classroom + pre-course study



Impetus Consulting introduces an accelerated program that takes you to ITIL Planning, Protection & Optimization Certification using innovative learning methods and energized classroom sessions.

The combination of 10 hours instructor-supported e-learning and classroom course allows students to manage study time whilst reducing the number of classroom days to only 2.5 days.

This 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. Courseware is designed using an engaging, scenario-based approach to learning the core disciplines of ITIL best practices. Exams can be taken after the course at a convenient time after the course to allow additional study time.

Exams will be scheduled on demand.

Course runs 13:00 to 18:00 on day 1, 09:00 to 18:00 on day2 and day 3.



Program Benefits

Accelerated path to Certification: The normal path to ITIL SOA requires 5 days classroom. This fast-track program is a definite path to Certification that presents you the ITIL SOA Certificate after completing a 2.5 days classroom program and 10 hours of self paced e-learning. Reduced travel, lodging and classroom days make this attractive.

Innovation in Design: Innovative use of e-learning for the theoretical components of the course allows you to study in your own time at your own pace. 


Learning Objectives

Upon completion of this course, the learner will gain competencies in:

  • Understanding Service Management as a Practice and how the processes within Service Offerings and Agreements support the Service Lifecycle
  • Knowing the important role of Service Offerings and Agreements in service provision and understanding of how the in-scope processes interact with other Service Lifecycle processes
  • The activities, methods and functions used in each of the Planning Protection and Optimization processes
  • The activities, methods and functions used in each of the Service Offerings and Agreements processes
  • The application of Service Offerings and Agreements processes, activities and functions to achieve operational excellence
  • How to measure Service Offerings and Agreements performance
  • The importance of IT Security and how it supports Service Offerings and Agreements
  • Understanding technology and implementation requirements in support of Service Offerings and Agreements
  • The challenges, critical success factors and risks related with Service Offerings and Agreements



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

  • Individuals who have their ITIL Foundation Certificate (or the ITIL v2 Foundation + v3 Foundation Bridge certificate) who want to purse 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.
  • A typical role includes (but is not restricted to): IT professionals, IT / business managers and IT / business process owners, IT practitioners.




ITIL Foundation certification or ITIL v2 Foundation plus ITIL v3 Foundation Bridge certifications

Students must complete the associated self-paced study course sections prior to attending the classroom portion of these classes (6 hours) – completion will be verified via ITpreneurs LMS systems

There is no minimum requirement but a basic IT literacy and around 2 years IT experience are highly desirable

It is recommended that students should complete a personal study by reviewing the syllabus and the associated areas of the ITIL Service Management Practice core guidance, in particular Service Strategy, Service Design and Service Transition publications in preparation for the examination.



Examination Information

The exam is a closed book exam with eight (8) multiple choice, scenario-based, gradient scored questions. Exam duration is a maximum 90 minutes.

Each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks.

Pass score is 28/40 or 70%


Course Structure

Stage 1

Self-Paced E-Learning

Stage 2

Interactive Classroom



Stage 3


Stage 4

Certification Exams

6 hours

2.5 days (20 hours)


4 hours


90 minutes



  Location Start Date End Date Duration Availability Price
In-House 2015-01-01 2.5 days Available

You are here: Home Training Services Service Management ITIL® Courses