ITIL® Service Offerings and Agreements (SOA)

32 Hours; 32 PDUs; 2 College Credits

Course Description

The intermediate level ITIL® (2011 edition) Service Capability Module - Service Offerings and Agreements offers candidates  the ability to obtain role-based hands-on experience in a specific cluster of processes according to ITIL®. This course includes an optional exam. Each module of the capabilities series covers a specific cluster of ITIL® processes tailored to relevant roles.


Learning Objectives

  • How the 5 stages of the ITIL lifecycle (service strategy, service design, service transition, service operation and continual service improvement) can offer value to organizations and projects
  • The importance and implementation of services and agreements pertaining to the service lifecycle
  • Technology implementation and security issues regarding ITIL services and agreements
  • Services and agreements from the customer’s perspective – supporting both user and business needs


Who This Course is For

  • Business Leaders and Executives
  • Project Managers
  • Business Analysts
  • Technology Sales Professionals
  • Network Admin Staff
  • Service Desk Specialists
  • IT Security Professionals
  • IT Managers and Directors
  • Relationship Managers
  • Functional Managers and any IT Service Management Professional



An ITIL® Foundation certificate and preferably about two years work experience in an IT service management environment.

Exam Information

The exam is a complex multiple choice, multi- part, scenario based test for which 90 minutes is allowed to complete it. Candidates sitting the examination in a language other than their native language have a maximum of 120 minutes and are allowed the use of a dictionary.

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ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

This course is offered by IT Training Zone Ltd. an ATO of AXELOS Limited.