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ITIL® Service Offerings & Agreements (SOA) eLearning

Kort om utbildningen
30 timmar
Göteborg, Malmö, Stockholm


Study for a qualification in ITIL Service Offerings & Agreements (SOA) by taking an accredited online training course from Good e-Learning! This course will provide you with a good understanding of Service Offerings and Agreements principles, its processes and other aspects within the capability stream.

The course is designed to help you to prepare to take and pass the exam leading to the ITIL Intermediate Certificate in Service Offerings & Agreements. Success in the exam will also earn you 4 credits towards the 22 credits needed to gain the ITIL Expert qualification.

Our course has been accredited by PeopleCert, who are licensed by AXELOS as an Examination Institute for an ITIL Service Offerings & Agreements qualification in IT Service Management.

ITIL® Foundation


This is a multiple choice exam consisting of eight scenario-based questions. Each question is gradient scored, meaning that you will have four answer options to choose from, and each answer will either be
worth five marks, three marks, one mark, or zero marks. You will have 90 minutes to complete the
exam. The exam is closed book - you cannot make use of any resources or materials during the
exam. There are a maximum of 40 potential marks in this exam; to pass you must get at least 28
out of 40 marks correct (70%). 

FREE PEOPLECERT exam voucher included as well as mock exams and quizzes concluding each module.

Study for a qualification in ITIL Service Offerings & Agreements (SOA) by taking an online training course from Good e-Learning! This course will be of benefit to any IT professional who needs to understand the concepts and activities of ITIL Service Offerings and Agreements at management
level. It will also benefit operational staff involved in Service Portfolio Management, Service Catalogue Management, Service Level Management, Demand Management, Supplier Management, Financial Management and Business Relationship Management who wish to enhance their role-based capabilities.

Why you should take this course:

Service Offerings and Agreements (SOA) focuses on the practical application of SOA practices in order to enable service portfolio, service catalogue, service level, demand, supplier and business relationship management and financial management for IT services.

ITIL SOA is a collection of relevant practices from the core guidance that are related to the creation and management of service offerings and the agreements required to support them.

This course is intended for management and supervisory level staff. You may be involved in Service Offerings & Agreements yourself, or you may just wish to understand the processes and principles involved, as they affect the work that you do.

Students who complete this course will have learnt:

  • Service Portfolio Management - Ensuring that the service provider has the right mix of services to meet required business outcomes at an appropriate level of investment

  • Service Catalogue Management - Providing vital information for all other Service Management processes: Service details, current status and the services' inter dependencies

  • Service Level Management - Ensuring SLA’s are negotiated with customers and service design in accordance with agreed targets. Also responsible for ensuring OLA’s and contracts are appropriate, and to monitor and report on service levels

  • Demand Management - Ensuring that the service provider has sufficient capacity to meet the required demand

  • Supplier Management - Ensuring that all contracts with suppliers support the needs of the business, and that all suppliers meet their contractual commitments

  • Financial Management for IT Services - Ensuring management of the service provider's budgeting, accounting and charging requirements

  • Business Relationship Management - Ensuring a positive relationship with customers; identifying the needs of existing and potential customers and ensuring that appropriate services are developed to meet those needs

Key features of this course:

  • Accredited by PeopleCert

  • Credits awarded: 4

  • 30 hours of course material

  • 1x FREE exam voucher on request

  • Instant 6 months access

  • Quizzes and revision modules

  • Increase your earning potential by up to 20%

  • Average first time pass rate of 91%


The ITIL Service Offerings and Agreements qualification is one of four ITIL Service Capability Courses and will provide you with guidance that focusses on the practical application of SOA practices in order to enable service portfolio, service catalogue, service level, demand, supplier and business relationship management and financial management for IT services. This is an accredited, interactive e-Learning course for students who wish to become certified in ITIL SOA. 


This course has been accredited by PeopleCert, who are licensed by AXELOS as an Examination Institute for the ITIL® Service Offerings & Agreements Certificate in IT Service Management.

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Karlavägen 108
115 26 Stockholm

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