ITIL Service Offerings and Agreements (SOA) Certification Course including Exam*

ITIL® Service Offerings and Agreements (SOA) including Exam | taught by The Art of Service Team
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Course description

Service Offerings and Agreements Capability Program including Exam*

ITIL topics you will learn in this Accredited course?

The SOA Certificate covers the following ITIL processes:

★Service Portfolio Management

★Service Catalog

★Service Level

★Demand Management

★Supplier Management

★Financial Management for IT Services

★Business Relationship Management


Is this course for you!

This online learning course immerses learners in the practical aspects of the ITIL® Service Lifecycle and processes associated with Service Offerings and Agreements of and service strategy. The main focus of this course is on the SOA process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment.

This training is intended to enable the holders of the certificate to apply the practices in Service Offerings and Agreements of the Service Management Lifecycle. This course uses an engaging, interactive and flexible online approach to learning the core disciplines of the ITIL best practice and positions the student to successfully complete the associated exam: the AXELOS® Intermediate Level Certificate Service Offerings and Agreements.

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Why should you train with The Art of Service

The Art of Service is a world leading online learning company that helps anyone learn technology and business skills to achieve personal and professional goals.

Our Accredited eLearning Courses provide our students everything to best prepare you for the ITIL Exams with:

 Accredited self paced online learning (60 days)
 300+ page PDF Workbook Yours to keep (PDF download)
 Multimedia presentations to simulate the classroom experience
 Downloadable resources so you can study on the go;
 End of module review questions to assess your content knowledge
 A full 40 question sample exam to assist in your exam preparation
 24/7 online access to your course. (Internet access required)
Final Exam

Through individual, corporate, academic and government enrollments, members have access to the The Art of Service education library of engaging, top-quality courses taught by accredited and recognized industry experts.

What you need to know!

Pre-requisites needed before you start:

  • Hold an ITIL v3/2011 Foundation Certificate or ITIL v2 Foundation + v3 Foundation Bridge Certificate
  • There is no minimum requirement but a basic IT literacy and around 2 years IT experience are highly desirable
  • It is highly recommended that you read the Service Offerings & Agreements book prior to commencement of this program
  • Candidates will be required to provide identification confirmation at the time of course registration

Contact Hours

The recommended minimum contact hours for the eLearning course is 21 but the benefit of eLearning is that you can move at a pace that best suits you.

About the Examination:

  • Evidence of ITIL v3/2011 Foundation Certificate or ITIL v2 Foundation + v3 Foundation Bridge Certificate and completion of the SOA Capability course from an Accredited Training Provider is required to sit the exam
  • It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the SOA book in preparation for the examination.
  • The syllabus can be downloaded from your course resources.
  • The exam is a closed book exam with eight (8) multiple choice, scenario-based, gradient scored questions.
  • Exam duration is a maximum 90 minutes for all candidates in their respective language (candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary)
  • 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.
  • Pass score is 28/40 or 70%
  • Distinction pass score is under consideration


The program combines short presentations supported by accredited trainer audio. There are exercises (marking scheme provided) to ensure learners are testing their knowledge and competency to enhance understanding of key concepts. Revision questions, study book, and a mock examination help to prepare for the multiple-choice AXELOS examination. (60 days access)


Program Materials:

* Access to presentations with trainer audio
* The Art of Service Service Offerings and Agreements Book
* Exercises + Answers
* Mock Exam questions


Is this course accredited?

Yes! AXELOS/PeopleCert, the official ITIL accreditors, have accredited this course and the instructors who teach it as providing high-quality training in IT Service Management.




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

The Art of Service Team
The Art of Service Team
eLearning Support

The Art of Service has a team dedicated to your learning success! Our eLearning support team is available 7 days per week for ongoing support and to answer your course related questions.

Course Curriculum

Changes to your Course Progress for Current Students. - Important!
Changes to your Course Progress for Current Students. - Important!
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Important Information!
Candidate ID Form - Must be Completed
ITIL Intermediate SOA Certification Kit Book
Welcome to the Service Offereings and Agreements
Warm Up
ITIL Qualification Scheme
Service Lifecycle Map
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Service Offerings and Agreements Course
SOA Introduction Part 1
SOA Introduction Part 2
Service Portfolio Management Part 1
Service Portfolio Management Part 2
Service Catalog Managemnt
Service Level Management Part 1
Service Level Management Part 2
Demand Management Part 1
Demand Management Part 2
Supplier Management Part 1
Supplier Management Part 2
Financial Management for IT Services
Business Relationship Management
Roles and Responsibilities
Technical Considerations
Planning & Implementation Considerations
Service Offerings & Agreements Summary
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Exercises and Marking Guides
Demand Management Exercise
Financial Management Exercise
Service Catalogue Management Exercise
Service Level Management Exercise
Service Portfolio Management Exercise
Supplier Management Exercise
Utility & Warranty Exercise
Marking Guide
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Exam Preparation & Information
Exam Information
Exam Preparation with Graded Marking
Exam Preparation with Graded Marking - Answers
Be better prepared for the Exam!
Purchase the Exam Voucher Here!
Course Evaluation Form
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Sample Exam
ITIL Intermediate Capability SOA Sample 1 SCENARIO BOOKLET v6.1
ITIL Intermediate Capability SOA Sample 1 QUESTION BOOKLET v6.1
ITIL Intermediate Capability SOA Sample1 ANSWERS & RATIONALES v6.1
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Additional Resources
Additional Resources
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"ITIL® is a Registered Trade Mark of the AXELOS Limited". "The Swirl logo is a Trade Mark of the AXELOS Limited". | "AXELOS® is a registered Trade Mark of AXELOS, limited" 2016