ITIL Capability - Service Offerings & Agreements (SOA) - 2011 Edition

Course Description

This 5 day course delves into the practical aspects of the ITIL (2011 Edition) Service Lifecycle and processes relating to the service offerings and agreements for IT services. The requirements, activities, methods and approaches for implementing and managing these processes will be covered in a practical, hands-on learning environment through the use of our quality course material and an engaging scenario-based case study.


  • an introduction to service offerings and agreements
  • service portfolio management - documenting services provided in business terms
  • service catalogue management - business and technical service catalogues
  • service level management - define and manage service level agreements
  • demand management - identifies patterns of business activity for services
  • supplier management - management of all suppliers, partners and contracts
  • financial management - ensures service value is understood and managed
  • business relationship managers - represents customers needs and requirements
  • service offerings and agreements roles and responsibilities
  • technology and implementation considerations
  • challenges, critical success factors and risks
  • continual service improvement as a consequence of effective SOA.

Accredited ITIL training is provided by Solisma, accredited by PEOPLECERT Examination Institute.


On-Site Training

If you need training for three or more people, ask us about training at your site. You can enjoy the convenience of reduced travel cost and time, as well as a familiar environment for your staff. Additionally, we can customise the course for your business needs.

User Reviews

Not yet rated. You will need to follow this course before you can write a review.

Course Info

Next Step

Enquire Now
Tell a Friend
Email Course Outline