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ITIL Service Offerings and Agreements Certificate (ITILSOA)

Intermediate ITIL capability module leading to ITIL Expert in IT Service Management

Chameleon offers the full portfolio of accredited IT Service Management training leading to all examinations in the new ITIL Qualifications scheme


4 days including 90 minute ITIL Service Offerings and Agreements multiple choice scenario based examination.

Course Code

Credits Awarded

Public Course Price
£ 1100.00 plus VAT including examination

Target Group

  • Operational staff involved in Service Portfolio Management, Service Catalogue Management, Service Level Management, Demand Management, Supplier Management, Financial Management and Business Relationship Management
  • Individuals wishing to advance to higher level ITIL qualifications
  • Individuals who require a deeper understanding of Service Offerings and Agreements
  • All IT Professionals, who contribute to ongoing service improvement


  • Understand the importance of Service Management as a practice concept
  • Understand Service Lifecycle processes pertaining to Service Offerings and Agreements
  • How Service Portfolio Management documents services and prospective services in business terms
  • How to produce and document the Service Catalogue
  • How Service Level Management sets up SLA structures and underpinning support
  • Understand how Demand Management identifies patterns of business activity
  • How Supplier Management ensures partners and suppliers are managed
  • How Business Relationship Management represents the balance of customer needs
  • Understand Service Offerings and Agreements roles and responsibilities
  • Understand the technology and implementation considerations
  • The challenges, critical success factors and risks associated with SOA
  • Undertake the new ITIL Service Offerings and Agreements examination

Pre Requisite
Existing holders of ITIL Foundation Certificate or ITIL Foundation Certificate plus Bridge Certificate

Service Offerings and Agreements Examination Course Content

  • Introduction to Service Offerings and Agreements
  • Service Portfolio Management
  • Service Catalogue Management
  • Service Level Management
  • Demand Management
  • Supplier Management
  • Financial Management
  • Business Relationship Management
  • Roles and Responsibilities
  • Technology and Implementation considerations

Course Documentation
Chameleon as an Accredited Training Organisation (ATO) will provide for each candidate all course documentation, new Service Design quick reference guide, new ITIL glossary of terms, sample papers and access to all new AXELOS publications in readiness to undertake the ITIL Service Offerings and Agreements examination.

Examination and Certification
Candidates will undertake Eight (8) multiple choice, scenario based, gradient scored questions in the 90 minute closed book examination. The 90 minute multiple choice examination is undertaken in the afternoon at the end of the three day course. A pass mark of 70% is required in order to be awarded the ITIL Certification and 4 credits.

Examination Results
The results will be received directly by candidates approximately 2-3 weeks following the examination.

Course booking hotline + 44 (0) 113 289 2332
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