ITIL® SOA Intermediate Training Course

Service Offerings and Agreements

Course Overview

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.


Live Instructor


Our most interactive learning mode provides maximum face-to-face interaction

From $2595

Live Online


Course delivered by a live instructor - you attend from your home or office

From $2595


Group Training


Bring this course onsite for your team and stretch your training dollars



Early Registration: 9+ Weeks Prior to Start Date
General Registration: 2 - 9 Weeks Prior to Start Date
Late Registration: Fewer than 2 Weeks Prior to Start Date

  • Live Instructor?
  • Live Online?
  • Guaranteed to Run?

Why Beyond20

How We Teach

People learn differently, so we use a variety of methods to teach concepts throughout the course. In addition to exam preparation and practice quizzes, you'll engage in round-table discussions, group exercises, and games designed to give practical context to the concepts. We take this approach not only because it's more interesting and fun than simply memorizing vocabulary, but because it works.

All of our trainers are full-time Beyond20 staff

No temporary workers or subcontractors here. Our trainers are working consultants who implement best practice processes and tools when they're not in the classroom. You might say we practice what we preach. It's a great system, when you think about it - we're better consultants because we know these concepts inside and out, and we're better trainers because we get to put the theory into practice in the real world.

We don't just teach to the exam (though we certainly do that), we also give you practical and personalized tools you can take back to work.

We're a Registered Education Provider with PMI, so if you're PMP Certified, the course will earn you PDUs!

Industry-Leading Course Materials

All of our courseware is reviewed multiple times a year to ensure it's up to date, in line with best practice standards, and effective! We incorporate feedback from students to constantly improve our course books, in-class activities, and (sorry) homework. The goal is to provide you with the tools to not only get you through class and pass the exam, but also to have a reliable reference when you get back to the office.

All of our instructors are experienced practitioners with real world ITIL implementation expertise. (Real experience, too. Like, former-CIO-level experience.)

We're a US-based organization with offices in DC, Phoenix, and San Diego.


  • Purpose & Objectives
  • Scope
  • Value to Business
  • Value Creation Through Services
  • How Customers Perceive Value
  • Value Added and Value Realized
  • Utility and Warranty
  • The Effect of Improved Utility on a Service
  • Identifying and Documenting Business Requirements and Drivers
  • ROI
  • Business Impact
  • Pre-Program ROI
  • Strategy Generation
  • The Service Portfolio
  • Service Pipeline
  • Service Catalog
  • Service Catalog & Demand Management
  • Service Portfolio & Catalog
  • Retired Services
  • Configuration Management System
  • Application Portfolio
  • Customer Portfolio
  • Customer Agreement Portfolio
  • Project Portfolio
  • Service Models
  • Market Spaces
  • Aligning Service Assets, Services, and Business Outcomes
  • Four Main Phases
  • Process Initiation
  • Define
  • Analyze
    • Investments, Value, & Priorities
  • The Option Space Tool
  • Variables Involved In Strategy
  • Prioritizing Service Investments
  • Determining Allocation
  • The External Service Provider
  • Analyze: Articulate Value Proposition
  • Approve: Is the Service or Change Feasible?
  • Approve: Change Management Authorization
  • Approve: Change Proposal Authorized?
  • Service Charter
    • Charter: Communicate with Stakeholders
    • Charter: Service Design and Transition Processes
    • Charter: Track Progress and Update Service Portfolio
  • Service Successful?
  • Retiring Services
  • Refreshing the Portfolio
  • Service Catalog and Linkages Between Services and Outcomes
  • Service Catalog and Demand Management
  • Visibility into Services
  • Policies
  • Defining Services
  • Different Types of Service
  • Catalog Users
  • Two View Service Catalog
  • Key Activities
  • Business Relationship Management and Service Level Management
  • Contracts and Agreements
  • Key Activities
  • Designing SLA Frameworks
  • Negotiating, Documenting, and Agreeing SLAs for Operational Services
  • Monitoring Service Performance Against SLA
  • Conducting Service Reviews and Instigating Improvements within an Overall Service Improvement Plan
  • Collating, Measuring, and Improving Customer Satisfaction
  • Reviewing and Revising SLAs, Service Scope, & Underpinning Agreements
  • Reviewing and Revising
  • Developing Contacts and Relationships
  • Handling Complaints and Compliments
  • Underpinning Contracts and Agreements
  • Responsibilities and Dependencies
  • Formal Contracts
  • Supplier and Contract Management Information System (SCMIS)
  • Key Activities
  • Definition of New Supplier and Contract Requirements
  • Evaluation of New Suppliers and Contracts
  • Supplier Categorization and Maintenance of the SCMIS
  • Supplier Relationships
  • Establishment of New Suppliers and Contracts
  • Supplier, Contract, and Performance Management
  • Contract Renewal or Terminations
  • Enterprise Financial Management Policies
  • Funding Models
  • Cost by IT Organization
  • Cost by Service
  • Cost by Customer
  • Cost by Location
  • Hybrid Cost Models
  • Cost Units
  • Cost Classification
  • Allocation of Costs
  • Depreciation
  • Chart of Accounts
  • Analysis and Reporting
  • Accounting: Action Plans
  • Budgeting
  • Charging
  • Decide Chargeable Items
  • Charging and Value
  • BRM vs SLM
  • BRM and Other Service Management Processes
  • BRM and the Business Relationship Manager
  • Customer Portfolio
  • Customer Agreement Portfolio
  • Customer and User Satisfaction
  • Service Requirements
  • Other Requests and Complaints
  • Complaint Handling and Compliments
  • The BRM Process Through the Lifecycle
  • Service management Tools – Selection Process
  • Service Level Requirements
  • Planning and Implementing Service Management Technologies
  • Deployment
  • Capacity Checks
  • Timing Type of Introduction


Yes, you must have the ITIL v3 Foundations certificate to take this course.

The course is 4 days in length.

Individuals who hold the PMP certification will receive 32 PDUs through the course.

If you are looking to gain intense, specialized, process-level knowledge in one or more process, with focus on the day-to-day execution of ITIL practices, the Capability modules will be of interest to you.

All course materials – a course workbook, exercises, case study, practice questions, and the certification exam – are included.

The certification exam is included as part of the class, to be taken the afternoon of the fourth day.

The 1½-hour exam is made up of eight multiple choice, scenario-based, gradient-scored questions. Each question will have 4 possible answers, one worth 5 marks, one worth 3 marks, one worth 1 mark, and a “distracter” worth zero marks. You’ll need to score a 28/40 (70%) to pass the exam. Students who pass will receive certification and four points toward becoming ITIL Expert certified.

We guarantee you’ll pass and will pay for any exam retakes.

No, your ITIL Intermediate Capability certification will never need to be renewed.

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