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Service Offerings And Agreements
 The ITIL Intermediate Qualification: Service Offerings and Agreements (SOA) Certificate is a freestanding qualification, but is also part of the ITIL Intermediate Capability stream, and one of the modules that leads to the ITIL Expert in IT Service Management Certificate. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in Service Management as documented in the ITIL Service Lifecycle core publications.
The ITIL Certificate in Service Offerings and Agreements is intended to enable the holders of the
certificate to apply the practices during the Service Management Lifecycle. The main processes and activities that are encompassed by SOA practices are:
- Service Portfolio Management
- Service Level Management
- Service Catalogue Management
- Demand Management
- Supplier Management
- Financial and Business Relationship Management.
This course also introduces and explores the implementation of SOA practices and technology considerations.
Prerequisite Entry Criteria
Candidates wishing to be trained and examined for this qualification must already hold the ITIL
Foundation Certificate in IT Service Management (the V3 Foundation or V2 Foundation plus Bridge Certificate) which shall be presented as documentary evidence to gain admission.
It is recommended that candidates:
- Can demonstrate familiarity with IT terminology and understand the context of Service Offerings and Agreements management of their own business environment is strongly recommended
- Have exposure working in the service management capacity within a service provider environment, with responsibility emphasizing on at least one of the following management processes and activities:
• Service Portfolio Management
• Service Catalogue Management
• Service Level Management
• Demand Management
• Supplier Management
• Financial Management
• Business Relationship Management
It is also strongly recommended that candidates read the ITIL Service Lifecycle core
publications in advance of attending training for the certification, and in particular the Service
Strategy and Service Design publications.
Eligibility for Examination:
To be eligible for the examination leading to an accredited ITIL Certificate in Service Offerings and Agreements, the candidate shall fulfil the following requirements:
- At least 30 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme
- There is no minimum mandatory requirement but 2 to 4 years professional experience working in IT Service Management is highly desirable
- Hold the ITIL V3 Foundation Certificate in IT Service Management or ITIL V2 Foundation plus the bridging certificate
- It is also recommended that candidates should complete at a minimum 12 hours of personal study by reviewing the syllabus and the pertinent areas of the ITIL Service Management
Practice core guidance publications and in particular, the Service Strategy and Service Design
Publications
Syllabus:
- SOA01: Introduction to Service Offerings and Agreements
- SOA02: Service Portfolio Management
- SOA03: Service Catalogue Management
- SOA04: Service Level Management
- SOA05: Demand Management
- SOA06: Supplier Management
- SOA07: Financial Management
- SOA08: Business Relationship Manager
- SOA09: Service Offerings and Agreement Roles and Responsibilities
- SOA10: Technology and Implementation Considerations
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