(0) item(s) - $ 0

(866) 856-3117

Course Detail

ITIL® Service Offerings and Agreements (SOA)

Course Description: This 4-day course provides a deeper exposure to the practical aspects of the ITIL® processes associated with Service Offerings and Agreements. The main focus of this course is the development of operational subject matter expertise on these processes in a practical, hands-on learning environment:

  • Service Portfolio Management which provides documentation for services and prospective services in business terms
  • Service Catalogue Management which is concerned with the production and documentation of the Service Catalogue from a business and a technical viewpoint
  • Service Level Management which sets up a Service Level Agreement (SLA) structure and ensures that all SLAs have an underpinning support structure in place
  • Demand Management which identifies Patterns of Business Activity to enable the appropriate strategy to be implemented
  • Supplier Management which ensures all partners and suppliers are managed in the appropriate way and includes contract management
  • Financial Management which includes ensuring understanding of the service value and the management of all financial considerations
  • Business Relationship Management and the responsibility to represent customers and ensure the Service Catalogue and Portfolio have the right needs

This training is intended to enable participants to apply ITIL concepts in an engaging case study based approach while preparing to successfully complete the associated exam.

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

  • Individuals who require a comprehensive practical understanding of the Service offerings and Agreements processes and how these may be used to enhance the quality of IT service delivery within an organization, for example: Business Relationship Managers, Service Portfolio Managers; Service Catalogue Managers, Service Level Managers, Supplier Managers, or other professionals responsible for Demand Management or Financial Management of IT Services
  • IT professionals involved in IT Service Management implementation and improvement programs. A typical role includes (but is not restricted to): Business Relationship Managers, Portfolio Managers, Supplier and Procurement Managers, Service Level Managers, Senior IT Managers / Directors, IT process owners, IT practitioners.

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

  • How to manage, measure, and improve performance at a process level
  • Understanding technology and implementation considerations in support of a focused set of ITIL processes
  • Application of course concepts to achieve operational improvements
  • Activities, methods, and functions used in each of the associated processes
  • Challenges, Critical Success Factors and risks related to Service Offerings and Agreements (SOA)
  • Continual Service Improvement as a consequence of effective SOA Management

Prerequisites: Candidates for this course must hold an ITIL Foundation Certificate. It is recommended that candidates read the ITIL Service Lifecycle core publications prior to the course.

Course Student Material: Students receive a copy of the classroom presentation material, practice exam, case study, homework and assignments. ITIL core books are available for purchase separately.

Credits: Upon successful passing of the ITIL Service Offerings and Agreements exam, the student will be recognized with 4 credits in the ITIL qualification scheme.

PMI PDUs: Students who are PMP certified will earn 36 PDUs for this course.


ITIL Certification Path



ITIL® Service Offerings and Agreements (SOA) Course Dates and Fees

Early Registration (9+ weeks before course start date) $ 2595.00
Standard Registration (2-9 weeks before course start date) $ 2795.00
Late Registration (Less than 2 weeks prior to start date, if available) $ 2995.00
Courses Location Dates Status Course Fee Enroll Online
Onsite ITIL SOA Training Onsite at your facility Any Available Varies Request Quote

(866) 856-3117

Course Video

What Clients Say...

Real life examples from the instructor’s experience base made ITIL real for me.

Karl B. NASA

Looking to get the ITIL V3 Foundations certification? Look no further than Beyond20. I was completely satisfied with their methods, curriculum, and real world knowledge. Their 3-day course completely prepared me for the certification test. Give them a try; I’m sure you will agree.

Denis D. Cisco Systems

Great instructor - really helped us to understand ITIL from the bottom up!

Lawrence S. US Dept of State

Using his diverse IT background, [the instructor] had the unique ability to leverage experiences of the group to create practical scenarios that enforce ITIL training objectives. This approach provides real-world examples of how ITIL best practices are applied and reinforces the training material. Highly Recommended!

Mark W. Wells Fargo Bank

I recently took an ITIL Training course with Beyond20 and found their teaching method to be very helpful. As was guaranteed by Beyond20, I passed the certification exam at the end of the course. The instructor was extremely knowledgeable of ITSM and had relevant industry experience. I would highly recommend Beyond20. 

Damien S. Sprint Nextel

The instructor knew his stuff!  The materials were well designed and the course was well paced and very appropriate for our group.

Allan C. United States Forest Service

Rock solid work from high caliber people who are a pleasure to work with. Why can't they all be like this?

Wil L. Sears Holdings Co.