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ITIL Service Offerings & Agreements (SOA)

5 days Virtual Online Live


Course Description

This 5-day course engages learners in the real-world aspects of the ITIL® Service Lifecycle and processes associated with the Service Offerings and Agreements. This will enable the learner to understand how to provide value to the customer in the form service delivery.


The main focus of this course is on the operational-level process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment. The course is delivered by instructors with real-life processes implementation experience. This training is intended to enable the holders of the certificate to apply the practices during the Service Management Lifecycle. This course is designed using an engaging scenario-based approach to learning the core disciplines of the ITIL best practice and positions the student to successfully complete the associated exam.


Course Objectives

At the end of this course, the learner will gain competencies in:

  • Understanding Service Management as a practice concept as well as Service Operation principles, purpose, objective, scope and the value it brings to the business.
  • The importance of ITIL Service Offerings and Agreements while providing service
  • How all processes in ITIL Service Offerings and Agreement interact with other Service Lifecycle Processes
  • The processes, activities, methods and functions used in each of the ITIL Service Offerings and Agreement processes
  • How to use the ITIL Service Offerings and Agreement processes, activities and functions to achieve operational excellence
  • Successful measurement methods and techniques
  • The importance of IT Security and its contributions to ITIL Service Offerings and Agreements
  • Understanding of technology and implementation considerations surrounding ITIL Service Offerings and Agreements
  • Challenges, Critical Success Factors and Risks associated to ITIL Service Offerings and Agreements 


Candidates for this course must hold an ITIL Foundation Certificate


About the Examination

  • The examination is included as part of this course.
  • The exam is closed book.
  • The exam is eight (8) multiple choice questions.
  • The exam lasts 90 minutes.
  • The pass score is 70%


  • Upon successful passing of the ITIL Service Offerings and Agreements Capability exam, the student will be recognized with 4 credits in the ITIL Qualification Scheme.

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