ITIL® Intermediate: Service Offerings and Agreements

Course DateStart TimeEnd TimeTime ZoneLocationDaysPrice
Call for In Class or Live Virtual Dates5$3,195 CADPurchase

Service Offerings and Agreements Certificate

Description: In partnership with ITSM Academy, DesTech is offering the ITIL® Capability Course - Service Offerings and Agreements (SOA) - provides best practice process knowledge required to navigate these waters into the safe harbor of customer satisfaction and continual service improvement. Embedded into this course is our unique virtualization, Living the Lifecycle®. Woven through all ITSM Academy's ITIL® Certification classes, it brings processes and concepts to life. Within a virtual business environment, we introduce a service and then follow it from strategic decision through implementation. Living the Lifecycle® successfully enables active learning by encouraging the participants to:

  • Discuss and understand pure ITIL® concepts
  • Apply concepts to a "neutral" real world situation
  • Learn different perspectives
  • Reinforce examinable concepts

Duration: 5 Days

Audience: The primary audience is:

  • IT/Business Professionals and Process Owners requiring deep role-based knowledge of the SOA processes
  • Individuals seeking to achieve the ITIL® Master or ITIL® Expert™ Certification


  • Candidates for this course have:
  • ITIL® Foundation - obtained through ITIL® Foundation or Bridge Course
  • 2 to 4 years IT Service Management experience
  • A minimum of 12 hours of personal study


  • Upon successful completion learners will understand:
  • Service Management as a practice
  • Service Offerings and Agreements processes
  • Service Portfolio and Service Catalog Management
  • Service Level Management
  • Demand Management including Patterns of Business Activity
  • Supplier and Financial Management
  • Business Relationship Management
  • operational activities of the processes covered in other lifecycle phases
  • Organizing for Service Operation Functions that perform SOA activities
  • SOA roles and responsibilities
  • Technology and implementation considerations
  • Challenges, critical success factors, risks
  • Continual Service Improvement (CSI)

Certification: Successfully passing (70%) the 90 minute exam, consisting of eight (8) complex, multiple choice, scenario-based questions, leads to the ITIL® Intermediate Certificate.

ITIL® Expert: Earn 4 credits of the 22 required to achieve the ITIL® Expert Certification.

Project Management Institute (PMI) Profesional Development Units (PDUs): ITSM Academy is recognized by PMI® as a Global Registered Education Provider (R.E.P.). Project Management Professionals earn 38 PDUs upon completion of this course.


  • Five (5) Days of Instructor Led Education (30 Contact Hours)
  • Learner Manual (excellent post-class reference)
  • Study Aids and Sample Exams, Exam Preparation
  • Participation in a Unique Series of Case Study-Based Exercises - Living the Lifecycle®
  • In-Class Examination

Note: The ITIL® core library books are not included. Learners must bring their own copies of Service Strategy and Service Design to class and have access to the full suite, which is available at Upon registration, learners are emailed a copy of the official syllabus to identify class pre-reading.

ITIL® is a registered trademark of the Office of Government Commerce

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