ITIL® Capability Course - Service Offerings and Agreements

Our classes are always live and instructor led from our Exton, PA or EPIC Partner locations. Springhouse AnywhereLive options require Internet Access. Select classes are Guaranteed to Run (GTR). View our complete schedule policies.






The primary goal of IT Service Management (ITSM) is to deliver quality IT services that enable desired business outcomes. To do this, service providers perform a precarious balancing act. They must build and maintain customer relationships, manage demand and patterns of business activities and align internal and external suppliers, all while maintaining fiscal responsibility and making sound IT investments. This (5) five-day ITIL Capability Course - Service Offerings and Agreements (SOA) - provides best practice process knowledge required to navigate these waters into the safe harbor of customer satisfaction and continual service improvement.

Embedded into this course is our unique virtualization, Living the Lifecycle®. Within a virtual business environment, we introduce a service and then follow it from strategic decision through implementation. Living the Lifecycle successfully enables active learning by encouraging the participants to:

  • Discuss and understand pure ITIL concepts
  • Apply concepts to a "neutral" real world situation
  • Learn different perspectives
  • Reinforce examinable concepts

Intended Audience

​The primary audience is:

  • IT/Business Professionals and Process Owners requiring deep role-based knowledge of the SOA processes
  • Individuals seeking to achieve the ITIL Master or ITIL Expert™ Certification

At Completion

​Upon successful completion learners will understand:

  • Service Management as a practice
  • Service Offerings and Agreements processes
  • Service Portfolio and Service Catalog Management
  • Service Level Management
  • Demand Management including Patterns of Business Activity
  • Supplier and Financial Management
  • Business Relationship Management
  • Operational activities of the processes covered in other lifecycle phases
  • Organizing for Service Operation Functions that perform SOA activities
  • SOA roles and responsibilities
  • Technology and implementation considerations
  • Challenges, critical success factors, risks
  • Continual Service Improvement (CSI)


Candidates for this course have:

  • Prerequisite Certification must be Provided Prior to Class Start
  • ITIL Foundation – obtained through ITIL Foundation or Bridge Course
  • 2 to 4 years IT Service Management experience
  • A minimum of 12 hours of personal study

Exams & Certifications

​Successfully passing (70%) the 90 minute exam, consisting of eight (8) complex, multiple choice, scenario-based questions, leads to the ITIL Intermediate Certificate.


  • Access to pre-course recorded training
  • Reviews key ITIL Foundation concepts
  • Describes pre-class reading and assignments
  • Provides tips for exam preparations
  • Learner Manual (excellent post-class reference)
  • Study Aids and Sample Exams, Exam Preparation
  • Participation in a Unique Series of Case Study-Based Exercises - Living the Lifecycle
  • In-Class Examination

Note: Learners must bring their own copies of Service Strategy and Service Design to class.

Course Outline



ITIL® Capability Course - Service Offerings and Agreements® Capability Course - Service Offerings and Agreements

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Springhouse Education & Consulting Services

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707 Eagleview Boulevard
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Exton, PA 19341

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