ITIL® Intermediate Capabilities: Service Offerings & Agreements

Duration: 5 days
Exam Included: Yes
Qualification: ITIL® Service Offerings and Agreements Certificate


The ITIL® Service Offerings and Agreements (SOA) course is one of the four ITIL® Intermediate Capability courses. Where the ITIL® Lifecycle courses concentrate on the implementation, improvement and management of the processes within the Lifecycle phase, the Capability courses concentrate on the process areas from a Practitioners perspective.

Service Offerings and Agreements looks at how the associated processes support the service Lifecycle, and more specifically, how the five phases of the ITIL® Lifecycle (service strategy, service design, service transition, service operation and continual service improvement) create organisational value.

The course also covers how service providers ensure that the return on investment (ROI) is commensurate with the efforts and expenditure involved, and that business cases (justifications) underpin our approach.
This five-day course will take you through an explanation of these fundamentals and show how the need to understand the organisation and its requirements drives service providers in identifying and designing the appropriate service(s) to meet these requirements, both now and in the future.

The course concludes with a one and a half hour, scenario based, eight question multiple-choice exam, with the pass mark being 28/40 (70%). You will be appropriately prepared for this by our tutors throughout the course, and will sit two mock exams to raise your confidence levels.

About the courses

This course is made up of the modules listed below. Each module aims to help you understand each section and give you a full understanding of each subject.

  • Introduction – this initial unit of the course provides an introduction to the core concepts and terminology of the service Lifecycle stages that are related to SOA. These include select processes from Service Strategy and Service Design.
  • Service Portfolio Management – this unit addresses how the process of Service Portfolio Management contributes to SOA practices. It provides a complete overview of the objectives, scope and importance of Service Portfolio Management and how it relates business services to IT services.
  • Service Catalogue Management – this unit explores how the process of Service Catalogue Management contributes to SOA practices. It provides a complete overview of the objectives, scope and of the importance of Service Catalogue Management as an interface to the Service Portfolio, as well as of the difference between a business and a technical service catalogue.
  • Service Level Management – this unit covers the Service Level Management (SLM) process and how it contributes to SOA. It provides a complete overview of the objectives, scope and the importance of SLM as a process to generate business value.
  • Demand Management – this unit addresses how the Demand Management process contributes to SOA practices. It explores the objectives, scope and importance of activity-based Demand Management as a process to generate business activity patterns.
  • Supplier Management – this unit covers how the Supplier Management process contributes to SOA practices. It explores the objectives, scope and importance of Supplier Management as a process to generate business value.
  • Financial Management for IT Services – this unit looks at Financial Management for IT Services and how it contributes to SOA. It provides an overview of the objectives, scope and importance of Financial Management for IT Services as a process for generating business value.
  • Business Relationship Management – this unit deals with Business Relationship Management (BRM) and how this role contributes to SOA practices. It covers Business Relationship Management policies, principles and concepts, along with the activities, methods and techniques in relationship to SOA practices.
  • Service Offerings & Agreements Roles and Responsibilities – this unit deals with the roles and responsibilities which contribute to SOA practices. Each SOA process has a number of roles associated with it. The responsibilities of these roles are defined and discussed.
  • Technology and Implementation Considerations – this learning unit deals with SOA technology and implementation considerations. Service Design is specifically used to identify good practices and evaluation criteria for technology and tools related to process implementation. Service Operation provides the specifics on planning and implementing service management technology support as well as a guide to generic requirements for technology. All three Lifecycle stages (namely Service Design, Service Operation and Service Transition) are used to explore the challenges, critical success factors and risks related to implementing practices and processes.

Who Should Attend

The course is applicable to those who:

  • Are an individual who requires a detailed understanding of the SOA processes and how they may be used to enhance the quality of IT service support within an organisation.
  • Are an IT professional working within an organisation that has adopted and adapted ITIL® and needs to be informed about and thereafter contribute to an on-going service improvement programme.
  • Are a member of Operational staff involved in Service Portfolio Management; Service Level Management; Service Catalogue Management; Demand Management; Supplier Management; Financial Management and Business Relationship Management who wish to enhance their role-based Capabilities.
  • Are in one of the following IT professions or areas: IT Management IT Finance Manager Capacity Manager Availability Manager Service Level Manager Business Continuity Manager Service Portfolio Manager Supplier Relationship Manager
  • Individuals seeking progress towards the ITIL® Expert Certificate

Organisational Benefits

Service Strategy is at the core of the ITIL® Lifecycle. Value creation begins here with understanding organisational objectives and customer needs. Every organisational asset including people, process and products should support the strategy. Service Strategy also provides guidance on how to view service management not only as an organisational capability but as a strategic asset. It describes the principles underpinning the practice of service management which are useful for developing service management policies, guidelines and processes across the ITIL® Lifecycle.

Where Service Strategy identifies the ‘what shall we do?’, Service Design identifies the ‘how should we do it?’. Service Design takes a holistic approach to the designs, ensuring all requirements are identified to cover the service throughout its Lifecycle, including process requirements, measurements and metrics, transitional and operational guidelines. The processes most closely associated with Service Offerings and Agreements are:

  • Service Portfolio Management – A service portfolio describes a provider’s services in terms of organisational value. It articulates organisational need and the service provider’s response to that need (service offerings)
  • Service Catalogue Management – Provides and maintains a single source of consistent information on all operational services, and those being prepared to run operationally
  • Service Level Management – The purpose of service level management is to ensure that all current and planned IT services are delivered to agreed achievable targets
  • Demand Management – A crucial aspect of service management – poorly managed demand is a source of risk, while excess capacity generates cost without creating value. Demand management seeks to understand, anticipate and influence organisational demand for services, and the provision of cost-effective capacity to meet that demand.
  • Supplier Management – The supplier management process ensures that suppliers and the services they provide are managed to support IT service targets and organisational expectations.
  • Financial Management for IT Services – The purpose of financial management is to secure the appropriate level of funding to design, develop and deliver services that meet the strategy of the organisation. Financial management is also a gatekeeper that ensures that the service provider does not commit to services they are not able to provide.
  • Business Relationship Management – The purpose of business relationship management is two-fold, firstly to establish and maintain a business relationship between the service provider and the customer based on understanding the customer and their business needs. Secondly to identify customer needs and ensure that the service provider is able to meet these needs as they change over time.

Individual Benefits

You will gain an understanding on how Service Offerings and Agreements related processes support the ITIL® Lifecycle by understanding how value is identified and included within service offerings, and how these offerings are managed as organisational needs change.

It will also become apparent from the training that service offerings and agreements form an essential element of the ITIL® Lifecycle. Only by understanding our customer and their requirements can we hope to provide services that underpin what the organisation needs to achieve both now and in the future.

By having a better understanding of the best-practice framework, and in this particular course, Service Offerings and Agreements, it will enable you to identify areas for improvement back at the workplace, and allow you to develop your current role further, and help you do your job better. The reward being advancement within your company and a potential to increase your salary!

Materials Provided

  • A full copy of all course slides, with room to make your own notes
  • A personal copy of the ITIL® Intermediate Capability Handbook – Service Offerings & Agreements
  • A full copy of the ITIL® Glossary and Acronym List
  • Course hand outs to aid further understanding, where applicable
  • Sample questions


Candidates are required to have completed the ITIL® Foundation Certificate in IT Service Management and have a minimum of two years relevant IT experience. Please note that as of May 2015 BCS requires evidence of this certificate. In order to sit the exam you must provide a paper photocopy of your ITIL Foundation Certificate – please ensure you bring this with you on the first day of your course. If you fail to do so you will NOT be able to sit the exam.


It is not compulsory but it is recommended that you purchase the following volumes:

  • ITIL® Service Strategy
  • ITIL® Service Design
  • ITIL® Service Transition
  • ITIL® Service Operation
  • ITIL® Continual Service Improvement

Exam Overview

The course ends with a 90 minute (30 minutes extra time for non-native English speakers) ‘closed book’ exam of a multiple-choice, scenario based, gradient-scored paper of 8 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.
The course does however give you 4 Credits towards the ITIL® Expert qualification.
The examination is taken on the afternoon of the 5th day.

Delivery options
All our courses are available both as public and as a closed group (company internal).

ELearning with Personal Coach

Do you know that you can take this course as a set of pre-recorded videos, at the convenience of your home and at any given time during day and night? To ensure you gain proper level of understanding we can offer you a personal coach.

Learn more here.

Next Steps

Once you have completed your training and passed your exam you have several options available to you for further study and career enhancement.

These include:

ITIL® Capability Modules

ITIL® Managing Across The Lifecycle

ITIL® is a Registered Trade Mark, and a Registered Community Trade Mark of the Cabinet Office, and is registered in the U.S. Patent and Trademark Office.

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