ITIL® Service Capability : Service Offerings & Agreements (SOA)

The course builds on the general principles covered as part of the ITIL® Foundation course.This enables the organization to introduce Service Portfolio Management, Service Catalogue Management, Service Level Management, Demand Management, Supplier Management, Financial Management and Business Relationship Management as integral parts of its overall business-focused Services Framework. The course is assignment based, with a strong emphasis on practical coursework, working as individuals and in teams.


  • Offerings & Agreement is to obtain knowledge on ITIL® terminology, process structure, roles, functions and activities that will enable role focused capability and competency in support of the Service Lifecycle approach as described in ITIL®.
  • Provide practical guidance on the design and implementation of an integrated end-to-end processes based on proven industry best practice guidelines.
  • Prepares delegates for the ITIL® Capability examination in Service Offerings & Agreement


  • Service Management as a Practice.
  • Processes across the Service Lifecycle pertaining to the Service Offerings and Agreement curriculum.
  • Service Portfolio Management which provides documentation for services and prospective services in business terms.
  • Service Catalogue Management which is concerned with the production and documentation of the Service Catalogue from a business and a technical viewpoint.
  • Service Level Management which sets up a Service Level Agreement (SLA) structure and ensures that all SLAs have an underpinning support structure in place.
  • Demand Management which identifies Patterns of Business Activity to enable the appropriate strategy to be implemented.
  • Supplier Management which ensures all partners and suppliers are managed in the appropriate way and includes contract management.
  • Financial Management which includes ensuring understanding of the service value and the management of all financial considerations.
  • Business Relationship Managers who have responsibility to represent customers and ensure the Service Catalogue and Portfolio have the right needs.


  • Individuals who require a deep understanding of Operational Support & Analysis processes and how they may be used to enhance the quality of IT service provision within an organization.
  • Practitioner staff that already holds the ITIL® V3 Foundation Certificate or equivalent.


4 Days