ITIL® Capability Certificate in Service Offerings and Agreements — A 5 day course

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Retired Course; no longer available


This course is no longer available from GBdirect.

The ITIL® Certificate in Service Offerings and Agreements (SO&A) training course builds on the principles covered as part of the ITIL® Foundation course and is aligned to the 2011 syllabus.

The focus of the course is to gain practical experience planning and executing processes within ITIL® service offerings and agreements; the operational-level process activities and supporting methods and execution of these processes in a practical, hands-on learning environment.

This course includes lecture, exercises, and scenario-based exam questions to increase your understanding of the core disciplines of ITIL® best practices and position you to successfully complete the associated exam. The main process focus areas of this course include:

The ITIL® Foundation certification is required to take the exam at the end of class. Proof of certification must be provided. The course is assignment based, with a strong emphasis on practical coursework, working as individuals and in teams. Please be aware, this course also provides 35 Hours of Contact Education/Professional Development Units towards PMI PMP certification / recertification.


The objectives of completing this module are:


Service Offerings and Agreements

Business Relationship Management

Service Portfolio Management

Financial Management for IT Services

Demand Management

Service Catalog Management

Service Level Management

Supplier Management

Technology and Implementation Considerations


This course has been retired and is no longer available.

Suitable For

This is course is intended for:


Before attending this course, students must have:

Please note: Delegates are required to complete 12 hours of pre course study prior to attending this course. Please spend this time re-familiarising yourself with the ITIL® Foundation level material as you will need this knowledge for the course you will be attending.


The exam is gradient, scenario based multi-choice. There are 8 questions to be completed in 90 minutes. Each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks. The pass mark is 28 marks from 40 (70%).

The exam is included in the course and taken on the last day.

On attending the course please ensure you provide documented evidence that you have either passed the ITIL® Foundation Certificate by either presenting your certificate (or a copy of your certificate). If you cannot provide the physical certificate, then as a minimum you must provide the certificate number.If you have lost your certificate or you do not have a record of your certificate number please contact ISEB directly before attending the course.

* ITIL® is a registered trade mark of AXELOS Limited.