ITIL® 2011: Intermediate - Service Offerings and Agreements (SOA) with Exam


overall satisfaction for this course

?Average calculated from scores obtained from 57 participants who took this course.
  • Duration 4.5 days
  • Regular fee 3 100
  • Preferential fee 2 790?
  • Locations

Accreditation and partners association

  • Project Management Institute 30 PDU


To provide the knowledge and skills required to define the key activities in the process of service offerings and agreements in the context of the life cycle of services, to master the processes.

Targeted audience

Anyone interested in achieving Intermediate ITIL® certification in Service Offerings and Agreements.


ITIL® V3 Foundation Certification or having passed the upgrade exam from V2 to V3 (Course TI111). It is also strongly recommended that candidates read the principal ITIL publications on the life cycle of services, and particularly "Service Design" and "Service Strategy" (2011 editions) before beginning the training for certification.

Customer Testimonials

The trainer makes the material accessible and provides concrete examples.

Eric T. / Superviseur Systèmes Sénior, Mine Raglan


  • Introduction and overview
  • The service portfolio and the management of the service catalog
  • Principles of managing the service portfolio
  • Including the service catalog in the service portfolio
  • Managing service levels
  • Service management processes
  • Managing requests
  • Managing suppliers
  • Financial management
  • The principles of service economy
  • Roles and responsibilities
  • Technologies and implementation
  • Activities and current services
  • Continuous service improvement (CSI)
  • Preparation for the exam
  • Exam

General Note

The course sessions last from 8:30 AM to 5:30 pm.

Material Note

The course material is based on the APMG syllabus: ITIL V3 Intermediate Capability SOA Certificate v5.3.

Exam Note

Practice exams: practice exams provided by APMG will be distributed to participants in order to help them prepare for writing the certification exam.

Legal Note

“ITIL® is a registered trade mark of the Cabinet Office.” “IT Infrastructure Library ® is a registered trade mark of the Cabinet Office.” “ITIL® is a registered trade mark of AXELOS Limited.” “IT Infrastructure Library ® is a registered trade mark of AXELOS Limited.” "The Swirl logo™ is a trade mark of AXELOS Limited.” "Accredited ITIL® training is provided by Qualiti7 International, a LCS Accredited Training Organisation."

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Only private sessions of this course are currently available (8 participants minimum).

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