The ITIL® Intermediate Qualification - Service Offerings and Agreements (SOA) Certificate is part of the ITIL Intermediate Capability stream, and one of the modules that leads to the ITIL Expert in IT Service Management Certificate.

This course immerses students in the practical aspects of the ITIL Service Lifecycle and processes associated with the implementation and management of the processes and functions involved in Service Offerings and Agreements. The main focus of this course is on the Service Portfolio Management, Service Catalogue Management, Service Level Management, Demand Management, Supplier Management and Financial Management processes.

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Course Highlights

  • Intense, Interactive Classroom Training
  • 100% Money Back Guarantee
  • Accredited courseware
  • Program delivered by Faculty who are Approved & Accredited with Highest Proficiency and having vast Industry Experience.
  • Assist Candidates with Career Planning, Growth & Development

The ezPrep Approach

Candidates can expect to gain competencies in the following areas upon successful completion of the education and examination components related to this certification:

  • Overview of SOA processes and basic principles.
  • The value to the business of SOA activities.
  • How the SOA processes rely on a good business case.
  • How the SOA processes rely on a good understanding of return on investment (ROI).
  • Processes across the service lifecycle pertaining to the SOA curriculum:
  • Service portfolio management provides documentation for services in business terms.
  • Service catalogue management concerned with documentation of ‘live’ services.
  • 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 for IT services, which includes ensuring understanding of the service value and the management of all financial considerations.
  • Business relationship management ensures the customer’s requirements are correctly identified.
  • SOA roles and responsibilities.
  • Technology and implementation considerations.
  • Challenges, critical success factors and risks.

In addition, the training for this qualification should include examination preparation, including an opportunity for a mock examination.

United States
Training Type
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Online Self Learning


  • Introduction to Service Offerings and Agreements Processes
  • SOA related processes
  • Scenario Based Exercises and thorough review
  • Tips & tricks in choosing the best answer
  • SOA related Roles & Responsibilities
  • SOA related Technology & Implementation Considerations
  • Set of mock exams from APMG International, UK/CSME, USA
  • ITIL Capability SOA Certification Exam
  • Technology & Implementation Considerations
  • Another set of mock examination from APMG International, UK/CSME, USA
  • ITIL Capability SOA Certification Examination from APMG International, UK/CSME, USA

ezCourse Kit

  • 24 PDUs Participation Certificate all participants-relevant to PMP Certified Professionals.
  • Accredited courseware
  • ITIL 2 sets of Scenario & Questions Exercises that will prepare the participants for final exam.
  • Tips & Tricks on how to pass the Certification Examination
  • Course Certification Examination from APMG International - UK/CSME – USA
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Who is this Course for?

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
  • 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
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ITIL Intermediate Certification on Release, Control & Validation.

About the Examination:

  • Exam Format: Multiple choice, scenario-based, gradient scored questions.
  • Number of Scenarios: 8
  • Number of Question per scenario: 1


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1. What are the Eligibility Requirements for ITIL Foundation?

The ITIL Foundation is an entry level training program. There are no pre-requites for entry to this exam. However IT experience is highly recommended.