ITIL® Service Offerings and Agreements (SOA)

Accredited by ACQUIROS and AXELOS
Gain deeper level of understanding of ITIL processes and roles related to IT SLAs and service financials, and learn how they are implemented and how they interact

5 Days, Exam Included
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  • Experienced & accredited trainers
  • Accredited training material
  • Training & examination in 5 days
  • 2 practice examinations
  • Excellent first attempt pass ratio
Upcoming Schedule
ITIL® Service Offerings and Agreements (SOA) Karachi 16-20 Oct 2017 PKR 95,000
Includes exam*
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*Exam Passing Guarantee. Business Beam will pay 50% of your re-attempt fee if you do not pass in the first attempt.
ITIL is the most widely accepted approach to IT service management in the world. ITIL can help individuals and organizations use IT to realize business change, transformation and growth.

ITIL advocates that IT services are aligned to the needs of the business and support its core processes. It provides guidance to organizations and individuals on how to use IT as a tool to facilitate business change, transformation and growth.

The ITIL best practices are currently detailed within five core publications:
  • ITIL Service Strategy
  • ITIL Service Design
  • ITIL Service Transition
  • ITIL Service Operation
  • ITIL Continual Service Improvement.

These five volumes map the entire ITIL Service Lifecycle, beginning with the identification of customer needs and drivers of IT requirements, through to the design and implementation of the service and finally, the monitoring and improvement phase of the service.

ITIL Qualification Scheme
The ITIL qualification scheme provides a modular approach to the ITIL framework, and is comprised of a series of qualifications focused on different aspects of ITIL best practice to various degrees of depth and detail.

The tiered structure of the qualification offers candidates flexibility relating to the different disciplines and areas of ITIL and the ability to focus their studies on key areas of interest.

There are five qualification levels within the scheme:

The ITIL® Intermediate Qualification: Service Offerings and Agreements (SOA) Certificate is a freestanding qualification, but is also part of the ITIL® Intermediate Capability stream, and one of the modules that leads to the ITIL® Expert Certificate in IT Service Management. The ITIL® Certificate in SOA is intended to enable the holders of the certificate to apply SOA practices service management lifecycle and specifically in the key ITIL® process, role and function areas including service portfolio management, service catalogue management, service level management, demand management, supplier management, financial management for IT services and business relationship management. The content is covered in a practical, hands-on learning environment through the use of our quality course material and engaging scenario-based case studies.

Learning Objectives
Candidates should expect to gain competencies in the following areas after successful completion of the training course:

  • Overview of SOA processes and basic principles
  • The value to the business of SOA activities
  • How the SOA processes rely on a good business case
  • How the SOA processes rely on a good understanding of return on investment (ROI)
  • ITIL® processes across the service lifecycle pertaining to the service offerings and agreements curriculum.
  • SOA roles and responsibilities
  • Technology and implementation considerations
  • Challenges, critical success factors and risks

Recommended Participants
Following participants are recommended to attend this training:

  • IT professionals
  • Business managers & process owners
  • Individuals who require a deep understanding of the ITIL® Certificate in the SOA
  • IT professionals working for adoption of ITIL® for ongoing service improvement
  • Operational staff involved in service portfolio, and service level management
  • Individuals seeking the ITIL® Expert or Master Certificate

Course Format
The course uses a stimulating mix of instructions, workshops, quizzes, discussions and a practice-exam.

Materials Provided
  • Course reference manual containing printed copies of presentation, notes and exercises
  • Practice examination papers
  • Course certificate
  • ITIL® SOA Certificate on passing the examination

  • Introduction to service offerings and agreements (SOA)
  • - Review of concepts
    - Common definitions
    - The value to the business of SOA activities
    - The lifecycle within the SOA context
    - How services deliver value to customers and the business and the relevance to the SOA processes
    - How requirements are identified through the SOA processes
    - Understanding return on investment (ROI) and the business case

  • Service portfolio management
  • - Concepts
    - Methods and activities
    - Roles and organizational structure
    - Interfaces with other processes
    - Service portfolio management in relationship to the service catalogue and service pipeline
    - Roles and responsibilities
    - Metrics and Critical success factors (CSFs)

  • Service catalogue management
  • - Concepts
    - Activities, roles and organizational structure
    - Interfaces with other processes
    - Service catalogue in relationship to the service portfolio,
    - Business and technical service catalogue
    - Metrics and CSFs

  • Service level management
  • - Concepts
    - Activities, roles and organizational structure
    - Interfaces with other processes
    - Service level agreements (SLAs) structures
    - Service level requirements (SLRs)
    - Operational level agreements (OLAs)
    - Underpinning contracts (UCs),
    - Roles and responsibilities
    - Metrics and CSFs

  • Demand management
  • - Concepts
    - Activities, roles organizational structure
    - Interfaces with other processes
    - Patterns of business activity
    - Service portfolio interaction with demand management and how demand can be managed for service in relation to providing business benefits
    - Roles and responsibilities
    - Metrics and CSFs

  • Supplier management
  • - Concepts
    - Activities, roles organizational structure
    - Interfaces with other processes
    - Supplier categorization
    - Supplier evaluation
    - Supplier and contract database
    - Roles and responsibilities
    - Metrics and CSFs

  • Financial Management for IT services
  • - Concepts
    - Activities, roles and organizational structure
    - Interfaces with other processes
    - Budgeting, accounting and charging
    - Roles and responsibilities
    - Metrics and CSFs

  • Business relationship management
  • - Concepts
    - Activities, roles and organizational structure
    - Interfaces with other processes
    - Roles and responsibilities
    - Metrics and CSFs

  • Technology and Implementation Considerations
  • - Service management tools
    - How tools can be used within SOA for process implementation
    - The tools that support SOA
    - Implementation best practices to alleviate challenges and risks
    - Service Management technologies
    - Designing technology architectures

Candidates wishing to be trained and examined for this qualification must already hold the ITIL® Foundation Certificate in IT Service Management which must be presented as documentary evidence to gain admission.

Candidates who hold the following ITIL® qualifications are also eligible, and similar evidence will be required:

  • Earlier ITIL® (V2) Foundation plus Foundation Bridge

Before attending training for the certification it is also strongly recommended that candidates read the ITIL® Service Lifecycle core publications and, in particular, the ITIL® Service Operations publication.

Eligibility for Examination
To be eligible for the examination leading to this certification, the candidate must fulfill the following requirements:

  • Undertake at least 30 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme
  • 2 to 4 years professional experience working in IT service management is highly desirable
  • Hold the ITIL® Foundation Certificate in IT Service Management (or other appropriate earlier ITIL® and bridge qualifications as mentioned above)
  • It is also recommended that candidates should complete a minimum of 12 hours of personal study by reviewing the syllabus and the pertinent areas within the ITIL® Service Operations core guidance in preparation for the examination, specifically Chapter 2: Service management as a practice.

Practice Exam
Two practice examinations are part of this course. The practice exams aim to help participants in passing the certification exam.

Certification Examination
A 90-minute exam is scheduled on the last day of the course, consisting of eight (8) multiple choice, scenario-based, gradient scored questions. Candidates will also be given a sample exam to prepare themselves. Candidates must achieve 70% marks (28 out of 40) to receive their certificate.

ITIL® Credits Assigned
After passing the examination, candidates will earn four (4) credits within the ITIL® Certification Scheme.

Why select Business Beam as your Training Provider?


Exam passing guarantee
We will pay 50% of the exam fee if you don’t pass in the first attempt. (What’s this?)


Free lifetime revision
Refresh your concepts by re-attending our training session for FREE. (What’s this?)


Accredited Training Organization
Business Beam is an ATO and PECB Partner.


Accredited course material
The training material is accredited and approved.


Quality Training Material
You will receive 450-page comprehensive training manual.


Accredited trainers
Our trainers are experienced consultants and accredited trainers.


Excellent first attempt pass ratio
Business Beam maintains 75%+ first attempt pass ratio.


Excellent feedback
92%+ of our overall customers rates us excellent or very good.


Experience tells all
500+ accredited courses to 7,000 professionals in classroom.


At your premises
This training is also available at your preferred premises and timings

Exam Passing Guarantee

At Business Beam, we are confident about the quality of our training execution, accredited trainers and material. The company maintains excellent first attempt exam pass ratio. We therefore offer unique Exam Passing Guarantee to our exam candidates. If a candidate does not pass exam in the first attempt, Business Beam will pay 50% of re-attempt exam fee.

  • Exam Passing Guarantee offer is available for one re-attempt only.
  • Exam Passing Guarantee offer is valid for selected courses only, including ITIL Foundation & Intermediate Level, PRINCE2 Foundation, and COBIT Foundation related exams.
  • Exam Passing Guarantee is valid for participants attending our pre-scheduled open-enrollment (public) training programs only.
  • Exam Passing Guarantee is subject to 100% advance payment of training and exam fees.
  • Exam Passing Guarantee offer shall NOT be applicable in following conditions:
  • If candidate does not attend the training session up to 30 minutes or more;
  • If candidate does not write the examination (first time) within ten calendar days of training session;
  • In case of online examinations, Candidate fails because of technical issues related to his/her laptop, desktop or internet connection.
  • Exam retake must be availed within 6 months of the initial exam.
  • Exam retake can be availed only at the Business Beam offices located at Karachi or Dubai.
  • Candidate must send written exam retake request to Business Beam at This email address is being protected from spambots. You need JavaScript enabled to view it., with electronic copy of the training attendance certificate, first examination date and preferred retake dates. Business Beam will confirm the retake schedule. Once scheduled, the retake exam cannot be rescheduled or postponed due to any reason.
  • This offer is non-transferable and cannot be redeemed for cash or credit.
  • This offer is time limited, starting from July 2017 and onwards.
  • Business Beam reserves the right to withdraw the offer, or change its terms and conditions without any prior notice.
FREE Lifetime Revisions

Business Beam offers FREE lifetime revisions to its valuable training participants, who want to refresh their concepts. Participants are welcome to attend training again for FREE.

  • This offer can only be availed by the participants who attends our training sessions in 2016 and onwards.
  • For revision, participants may join any of our pre-scheduled open-enrollment training session at any location worldwide. Updated training schedule is available at our website (
  • Participants are welcome do more than one revisions, as required.
  • Revision participant shall pay the training logistic expenses.
  • This offer shall not be applicable if the course version changes (e.g. PMP based on PMBOK v5 to v6).
  • Training attendance certificate shall not be issued to revising participants.
  • This offer is valid for training courses only; examinations of any kind are not part of this offer.
  • This offer subjects to the confirmation of training session, and the availability of space.
  • The terms and conditions are subject to change without any prior notice.
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