ITIL® Service Capability - Service Offerings & Agreements

Ready to enhance the quality of IT service provision? Learn Service Offerings & Agreement...

Capability modules focus on the design and day-to-day management of ITIL® processes and practices.
(5 days, 4 points towards ITIL® Expert qualification). 


This module is about perceiving the organisation as a customer which helps to identify the services to offer. Ensuring that the Service Level and Supplier Management is in place to make sure customers, suppliers and third parties all have agreed targets and provide the required functionality to the business.

Course Code
5 Days
Delivery Style
Course Type
Public or Private
Max Delegates
Special Instructions
Photographic ID is required to sit the examination (please see below)
Available as Nutshell

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Purpose of this course

This course blends Service Strategy, Service Design and Continual Service Improvement into a job focused package.  Covering all the aspects of these lifecycle phases and how they can be used to enhance the quality of IT service provision.

Who is this course for

Anyone in the following IT professions and areas:

IT Management

IT Finance Manager

Capacity Manager

Availability Manager

Service Level Manager

Business Continuity Manager Service Portfolio Manager

or Supplier Relationship Manager.


The list is for guidance only, and choices will depend on your career goals and objectives.

You will learn how to
  • Plan and generate a Service Strategy
  • Design, operate, measure SOA processes
  • Demonstrate the value of implementing the management processes in SOA
  • Organise the transition of services
  • Carry-out toolset selection
Benefits for your organisation

Employees will use the processes and tools learnt to make quality decisions regarding the direction & provision of services to the organisation.

Benefits for you as an individual

You will gain a sought after qualification which will demonstrate your ability to identify service opportunities and plan to make the best use of limited resources in service delivery.


Covers the concepts and terminology of the Service Lifecycle and the role of Service Offerings & Agreements (SOA) within the Lifecycle
Explores a strategy management for IT services
How to coordinate design

Service Portfolio Management

Understand the relationship SOA has with the service catalogue and pipeline
The key principles of service portfolio management
Discover how to achieve customer focus and how to design the service portfolio

Service Catalogue Management

Learn how to integrate the service catalogue
The main purposes goals and objectives of the service catalogue
How to produce a service catalogue

Service Level Management

Understand the significance of SLM to the service lifecycle
Looks at the key policies, principles and basic concepts of SLM
How to analyse and explain the scope of the process

Supplier Management

How to analyse the use of supplier management process
Understand the main principles and objectives of supplier management
Evaluate new suppliers

Financial Management

How Financial Management contributes to the Service Lifecycle Operation and the basic principles of Service Economics
How to manage financial considerations
Understand the principles of financial management
How to deal with challenges and risks

Business Relationship Manager (BRM)

Explores the purpose of a BRM and the processes and activities involved
Look at the BRM inputs, outputs and interfaces
Identifies critical success factors and key performance indicators

Roles and Responsibilities

Determining what are the key roles for executing each stage
Covering all roles including: Service Portfolio Management, Service Level Management, Supplier Manager, Service Catalogue Management

Technology and Implementation Considerations

Explores the special technology functions involved in SOA
Looks at the best practices for SOA implementation
The challenges, critical success factors and risks


Delegates must already hold the ITIL Foundation Certificate in IT Service Management, gained from the ITIL Foundation course or the v2 Foundation conversion course.

Pre-course work required

21 hours of personal study by reviewing the syllabus and the pertinent areas of the ITIL Service Management Practice core guidance publications and in particular, the Service Operation publication.

More about the exam

Duration: 90 minutes

Day Taken: Final day of course

Exam Type: 8 complex multiple choice questions (closed book)

Pass Rate: 70% - 28/40

Additional Information:

Photographic ID is required to sit the exam, ideally a Passport or Driving License.

Exam results will come directly to you from PEOPLECERT

Exam Fee

About the Lead Trainer

Adam has over 17 years’ experience in IT, training and consultation. He specialises in IT service management, knowing all things COBIT® and ITIL®. Adam always endeavours to put an innovative and engaging spin on his teaching and no two courses are ever the same.