ITIL Service Offerings And Agreement (SOA) Course

The ITIL Service Offerings and Agreement (SOA) course in Dubai is one of the intermediate level modules in the ITIL Service Capability work stream and is focused on the practical implementation of the SOA processes for the purpose of facilitating demand, supplier and monetary management among others.

Most of the subject matter of the course is based on the best practices from the ITIL Service Design and ITIL Service Strategy documents.

The course has been put together with a view to making it easier for businesses and professionals to gain working knowledge of the way the five processes in the ITIL lifecycle, that is, service strategy, service design, service transition, service operation and continual service improvement may contribute to value for projects.

Further matter in the course is related to know services that support an organization and users’ requirements can be propounded.

ITIL Service Offerings and Agreement (SOA) Course Credits

The ITIL Credit System stipulates that there is a required minimum number of credits students must secure through certifications to be able to move to the next level.

The SOA module carries with itself four of the seventeen credits needed to move to the Managing Across The Lifecycle module; the final stage before the ITIL Expert Level.

As with other courses and certifications that have a substantial degree of overlap between one another, credits obtained from the SOA certification cannot be combined with the IPA Practitioner module for extra credits.


The course makes use of taught material and practical training to enable candidates to understand the services that ought to be developed within an organization.

The material taught in the course instills an appreciation of the practical implementation of the activities and structures of strategy, business relationship, service portfolio, service catalog, and demand management, to name a few.

ITIL Service Offerings and Agreement (SOA) Course Content

Strategy Management is concerned with implementing strategies on which other SOA services rely.

Business Relationship management makes sure the needs of the users are taken into account.

Service Portfolio management is related to overseeing the portfolio that involves information regarding the IT services from the first to the last stage of its lifecycle.

Service Catalog management has to do with delivering information pertinent to the agreed services.

Demand Management is the process of isolating consumer and business activity trends to formulate a suitable strategy.

Who It’s For

The course can prove to beneficial for a number of IT professions and posts, including financial managers, business relationship managers, service level managers, and IT supplier managers.

About Course:

ITIL® Intermediate Service Offerings and Agreements is a 4 day instructor led course from Learnings24x7 designed to ensure that you clear the certification exam in the very first attempt. 

The Service Offerings and Agreements (SOA) module is one of the qualifications in the ITIL® Service Capability work stream. The module focuses on the practical application of SOA practices in order to enable portfolio, service level, service catalogue, demand, supplier and financial management.

The ITIL Intermediate Qualification: Service Offerings and Agreements (SOA) Certificate is a freestanding qualification, but is also part of the ITIL Intermediate Capability stream awarding four credits, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management

Target Audience:

The target group of the ITIL Intermediate Qualification: Service Offerings and Agreements Certificate includes, but is not restricted to: 

  • IT Professionals 
  • Business managers 
  • Business process owners 
  • Individuals who require a deep understanding of the Service Offerings and Agreements processes and of how it may be used to enhance the quality of IT service support within an organization 
  • IT professionals who are working within an organization that has adopted and adapted ITIL and who need to be informed about, and thereafter contribute to, an ongoing service improvement programme 
  • Operational staff involved in service portfolio management; service level management; service catalogue management; demand management; supplier management; financial management for IT services and business relationship management who wish to enhance their role-based capabilities
  • Individuals who have attained the ITIL Foundation Certificate in IT Service Management and wish to advance to higher level ITIL certifications 
  • Individuals seeking the ITIL Expert Certificate in IT Service Management for which this qualification can be one of the prerequisite modules 
  • Individuals seeking progress toward the ITIL Master Certificate in IT Service Management for which the ITIL Expert is a prerequisite.


  • Delegates attending this course must already hold the ITIL Foundation Certificate in IT Service Management
  • A minimum 30 hours of instruction with an Accredited Training Organization
  • 2 to 4 years’ professional experience working in IT service management is highly desirable

Course Syllabus:

  • Introduction to ITIL Intermediate - Service Offerings and Agreements
    • Understand purpose and objectives, scope and value to business
    • The context in the service lifecycle of the SOA processes
    • Understand the reliance of these processes 
    • The context in the service lifecycle of the SOA processes from the service design stage
    • How successful services depend on the customer’s perception of utility and warranty and the relevance to the SOA processes
    • Understanding how the SOA processes are the starting point for understanding and identifying customer requirements
    • Return on investment (ROI) and the business case and the relevance to the SOA processes
  • Service Offerings and Agreements Processes
    • Service Portfolio Management
    • Service Catalogue Management
    • Service Level Management
    • Demand Management
    • Supplier Management
    • Financial Management for IT Services
    • Business Relationship Management
    • For each of the SOA processes the following subsections will be included:
    • Purpose and objectives
    • Scope, Value to Business
    • Policies, principles and basic concepts
    • Process activities, methods and techniques
    • Triggers, inputs, outputs and interfaces
    • Information Management
    • Critical success factors (CSF’s) and key performance indicators (KPI’s)
    • Challenges and risks
    • Key Roles and Responsibilities
  • Technology and Implementation Considerations
    • The generic requirements for technology to assist service design
    • The evaluation criteria for technology and tooling for process implementation
    • The good practices for practice and process implementation
    • The challenges, critical success factors and risks related to implementing practices and processes
    • How to plan and implement service management technologies

Mock Examination

Certification Exam Details:


ITIL 2011 – Intermediate – SOA


Eight (8) multiple choice, scenario-based, gradient-scored questions. Each question will have 4 possible answer options, one 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.


Maximum 90 minutes for all candidates in their respective language

Provisions for additional time relating to language

Candidates completing an exam in a language that is not their mother tongue have a maximum of 120 minutes to complete the exam and are allowed the use of a dictionary.


  • ITIL Foundation Certificate in IT Service Management (or other appropriate earlier ITIL and bridge qualifications

  • Completion of an Accredited course from an ITIL Accredited Training Provider



Open Book


Pass Score

28/40 or 70%


This examination is available in Online or Paper based format.

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$ 2500
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