The Capability stream is targeted at delegates who will carry out ITIL processes on a day to day basis.
The Service Offerings and Agreements course covers principles and processes that allow delegates to create service offerings based on business requirements and document and agree SLAs.
.
-
Study online at your own pace
-
90 or 150 days online access
-
Fully accredited
-
Includes videos, quizzes, exercises, study guides and official syllabus and sample exams
-
Tutor support available via email
SERVICE OFFERINGS & AGREEMENTS

Please choose your options:
SOA Course
Only one course duration can be selected at a time.
SOA Resources
Core volume online 365 days access Service Strategy and Service Design
90 Days Online Access - 649.00
150 Days Online Access - $729.00
Online access (SS & SD) - $200.00
Buy Now...
![]() |
---|
-
10 modules divided into easy to absorb lessons
-
Study duration: 30 hours mandatory study, also 12 hours self-study with the Service Design and Service Strategy core volumes is recommended
Topics included
Course Content
Pre-Requisites
-
Delegates must hold the ITIL Foundation Certificate in IT Service Management (ITIL V3 or later, or ITIL V2 + the V2-V3 Foundation Bridge)
-
30 hours of study via an accredited training solution – confirmed by your course completion certificate
-
2 years IT experience is desirable
-
12 hours of self-study using the Service Design and Service Strategy core volumes is recommended
-
Exam duration: 90 minutes
-
Exam format: closed book, multiple choice
-
Exam delivery: online, webcam proctored. Read about online exams here
-
Exam pass mark: 70% (28/40 marks across 8 questions)
-
Exam language: extra time is available for non-native English speakers. Contact us for current translation availability
-
Exam value: 4 ITIL credits
-
Exam vouchers must be requested within 6 months of purchase
Exam Details
-
SOA roles and responsibilities
-
Technology and implementation considerations
-
Preparing for the exam
-
Introduction to Service Offerings and Agreements
-
SOA processes:
-
Service Portfolio Management
-
Service Catalogue Management
-
Service Level Management
-
Demand Management
-
Supplier Management
-
Financial Management for IT Services
-
Business Relationship Management
-