ITIL® Intermediate - Service Offerings & Agreements (SOA)

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What is the ITIL® Service Offerings and Agreements (SOA) course?

ITIL® Service Offerings and Agreements is one of the four ITIL® Capability modules and teaches you how to formalise IT service offerings and ensures that key stakeholders know what to expect by implementing everything the ITIL® SOA certification teaches. ITIL® SOA will give you a templated process to help you consistently raise customer satisfaction.

Course options

*All prices inclusive VAT
Name Price
ITIL® Intermediate Level - Service Offerings & Agreements (SOA) TrainingWas £150Now £120Add to cart
ITIL® Intermediate Level - Service Offerings & Agreements (SOA) Training & Exam PackageWas £595Now £476Add to cart
TIL® Intermediate Level - Service Offerings & Agreements (SOA) ExamWas £360Now £325Add to cart

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Who is it for

Is the ITIL® SOA online course right for me?

The ITIL® SOA online training is ideal for:

  • IT Operations Managers who need to formalise their existing IT service delivery mechanisms and raise stakeholder trust using transparent service agreements as part of the wider ITIL® process
  • IT Service Desk Managers who need to understand the processes and Service Level Agreements (SLAs) which they are utilise to deliver those services
  • IT Consultants tasked with helping clients define and structure service offerings
  • IT Professionals working within the service delivery department who want to improve their skills using the ITIL® process.

The ITIL® SOA training will help you understand how the five stages of the ITIL® Lifecycle can offer value to organisations and projects.


How will I advance my career with an ITIL® SOA online course? 

Once the Service Offerings and Agreements exam has been passed you will be able to function in roles such as:

  • IT Finance Manager
  • Business Continuity Manager
  • Service Portfolio Manager

The course counts as four of the necessary 17 credits to move onto Managing Across the Lifecycle course which leads to the title of “ITIL® Expert”.

Why study with us

Why study the ITIL® Service Offerings & Agreements training with e-Careers?

  • Increased levels of customer satisfaction as they receive the service promised in the SLAs.
  • Define service operations and agreements that deliver genuine business improvements.
  • Integration of demand and supplier management with service portfolio and service catalogue to create a more structured service.
  • Documented proof of expertise in planning, implementing and optimising the SOA processes.
  • Detailed understanding on the processes, roles and the functions covered in SOA and how it fits into the ITIL® process as a whole.

Course Details

What are the ITIL® SOA online training modules?

  • Service Portfolio Management
  • Service Catalogue Management
  • Service Level Management
  • Demand Management
  • Supplier Management
  • Financial Management for IT Services
  • Business Relationship Management
  • SOA Roles and Responsibilities
  • Technology and Implementation Consideration

What does the ITIL® SOA online course cover?

  • Capturing user needs and defining services to match
  • Tracking and publicising services on offer to users and stakeholders
  • Negotiating and defining service level agreements, and assigning roles and responsibilities to ensure they are maintained.
  • Monitoring service usage and assigning resources as and when required to maintain SLAs
  • Integrating third parties into service provision and defining processes that maintain SLAs and service quality
  • Defining the business value of formalised IT operations, and using insights gained for better budgeting
  • Collecting service user feedback and resolving complaints to raise satisfaction levels
  • Defining the human resources required to deliver services, and assigning roles and duties to maintain standards
  • Specifying and implementing the technologies required to assist with service provision

The ITIL® courses on this page are offered by iTSM Solutions ATO of AXELOS Limited. ITIL® is a registered trade mark of AXELOS Limited. All rights reserved.

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