ITIL® 2011 Edition Courses

SOA (Service Offerings & Agreements)


  • Introduction to Service Offerings & Agreements (SOA)
  • Service Portfolio Management
  • Service Catalog Management
  • Service Level Management
  • Demand Management
  • Supplier Management
  • Financial management for IT services
  • Business Relationship Management
  • SOA Roles & Responsiblities
  • Technology & Implementation Considerations
  • Challenges, CSFs & Risks
  • Summation & Review


  • Aligning ITSM with business needs
  • Key concepts of the processes involved
  • SOA context within the Lifecycle
  • How SOA is supported by:
    • Service Portfolio
    • Service Catalog
    • Service Level Management
    • Supplier Management
    • Demand Management
    • Financial Management for IT services
    • Business Relationship Management


Those individuals or groups who are involved or require a deeper understanidng of SOA; supplying quality IT services; the processes involved, and their improvements


ITIL® 2011 Edition Foundation Certification; Basic IT competence with up to 2 years of experience; 21 self-study hours of the Service Offerings & Agreements (SOA) Syllabus and its Core Book references

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