ITIL® Intermediate Capability Stream Education: Service Offerings & Agreements (SO&A)
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This 5-day course immerses learners in the practical aspects of the ITIL Service Lifecycle and processes associated with the Service Offerings and Agreements of services and service delivery, as defined in the ITIL® Practices in Service Management.  The course also prepares learners to obtain their ITIL Intermediate Qualification Service Offerings and Agreements certificate.

The offering is part of the “Capability Stream” courses leading to ITIL Expert Qualification.


This course provides learners with a deep understanding of the Service Offerings and Agreements (SOA) processes and how they may be used to enhance the quality of IT service support within an organization.  It also assists operational staff involved in processes such as Service Portfolio Management; Service Level Management, Financial Management and Business Relationship Management in enhancing their role-based capabilities.

The main focus is on the operational-level process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment.

Instructor-led sessions are delivered through a combination of instructional techniques including lecture, case studies and practical assignments and sample examination review to reinforce the learning.  Courses are typically delivered over a five day period with the fifth day focused on review, exam preparation and the administering of the examination.

Delivery Alternatives

This course may be attended:




Instructor-led – Private On-Site

4 days + Exam day (Total 5 days)


Instructor-led – Custom

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E-Learning / Blended Delivery

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For more information or to schedule a course, please fill out the form below.

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AxelosThis course is accredited by and examinations are delivered through PeopleCert, an AXELOS Limited authorized Examination Institute.