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ITIL® Capability Course – Service Offerings and Agreements On-Demand



ITIL® Service Offerings & Agreements

Learn how to successfully apply Service Offerings and Agreements best practices and gain competencies in SOA processes. Understand how to provide value to the customer, service provider and IT organization, learn how to make sure Service Level Agreements have an underpinning support structure and how to manage partners and suppliers in an appropriate way.


The Capability stream is targeted at delegates who will carry out ITIL® processes on a day to day basis.  The Service Offerings and Agreements course covers principles and processes that allow delegates to create service offerings based on business requirements and document and agree SLAs.

This course requires 30 hours mandatory study; 12 hours self-study with the Service Design and Service Strategy core volumes is recommended.

Benefits of this e-learning include:

  • Study online at your own pace
  • 90  days online access
  • ​Fully accredited
  • Video tutorials, quizzes, exercises, study guides and official syllabus and sample exams
  • Tutor support included
  • 30 hour course
  • 10 Modules, divided into easy to absorb lessons

Course Options: 150 day courses are also available.

(Contact us to learn more about these options)

Exam details…

  • ​Exam voucher included
  • Exam duration: 90 minutes
  • Exam format: closed book, multiple choice
  • Exam delivery: online, webcam proctored.
  • Exam pass mark: 70% (28/40 marks across 8 questions)
  • Exam value: 4 ITIL® credits

The ITIL® Service Offerings & Agreements courses on this page are offered by ITSM Zone ATO/Affiliate of AXELOS Limited. ITIL® Service Offerings & Agreements is a registered trade mark of AXELOS Limited. All rights reserved.




Introduction to Service Offerings and Agreements

SOA processes:

  • Service Portfolio Management
  • Service Catalogue Management
  • Service Level Management
  • Demand Management
  • Supplier Management
  • Financial Management for IT Services
  • Business Relationship Management
  • SOA roles and responsibilities
  • Technology and implementation considerations
  • Preparing for the exam




  • 2 years IT experience is desirable


  • Delegates must hold the ITIL® Foundation Certificate in IT Service Management (ITIL® V3 or later, or ITIL V2 + the V2-V3 Foundation Bridge)
  • 30 hours of study via an accredited training solution – confirmed by your course completion certificate
  • 12 hours of self-study using the Service Design and Service Strategy core volumes is recommended



Process & Procedure Engineers, Application Developers and Managers, Anyone working in Project/ Program Management & Administration, Anyone working in Management and Business Development.

$995.00 List Price

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