ITIL® v3 Intermediate Certificate: Service Offerings & Agreements (SOA)

5 days

IT Professionals, Business Managers, and Business Process Owners.

The candidate must hold (photocopy required) one of the following:

  • v3 ITIL® Foundation Certificate
  • v2 ITIL® Foundation Certificate and the v2-v3 Foundation Bridge Certificate

The candidate should also have some experience working within a Service Management capacity as well as defined experience in at least one of the SOA processes. It is also strongly recommended that the candidate read the ITIL® Service Lifecycle core publications, specifically the Service Strategy and Service Design volumes, prior to attending.


This 5-day Service Offerings & Agreements (SOA) course provides you with an intense and focused exploration of the new and modified topics in ITIL® v3. The course is intended for those who work within an Service Management environment and require a deeper understanding of the concepts, processes and activities involved in the strategy, definition and documentation of services. The SOA concepts are shown in the context in which they may be used to enhance overall service quality, service provision and contribute to the organization’s ongoing service improvement program.


The main focus of this course is on the process activities and supporting methods and approaches to executing the SOA processes in a practical, hands-on learning environment. This course has a number of study units with practical application to reinforce the knowledge gained. These include:

  • The Service Lifecycle and Service Management as a practice: Understand the Service Lifecycle and the objectives and business value for each phase in the lifecycle; understand and articulate service" and be able to explain the concept of Service Management as a practice
  • Basic Service Offerings & Agreement Principles: Understand the common principles and guidelines grounded in the Service Strategy and Design phases that will influence the performance of the SOA processes
  • Service Offerings & Agreement Processes: Understand and articulate the activities of the SOA processes as well as the activities shared across the lifecycle. Other areas of discussion include information management requirements, challenges, critical success factors and risks within each of the processes. The processes include:
    • Service Portfolio Management
    • Service Catalog Management
    • Service Level Management
    • Demand Management
    • Supplier Management
    • Financial Management

    Note: in-depth discussions around the managerial/supervisory aspects of each process is found in the Service Strategy or Service Design courses

  • Explore Technology and Implementation Considerations: Understand the role of technology in support of the SOA processes and explore concepts that have great impact on their implementation

This course immerses learners in the practical aspects of the ITIL® v3 Service Lifecycle and the processes utilized within Service Offerings and Agreements. This training is intended to enable the holders of the certificate to apply the strategic practices necessary for the definition and agreement to business-defined services within the Service Management Lifecycle. This course not only explores the SOA processes but also their role in support of other ITSM processes.

The emphasis of this course is on the process activities, their measurement, the interrelationships, and roles and responsibilities; in-depth discussion of management/control activities occur in the SS and SD courses.