ITIL Service Offerings and Agreements® (SOA)

The Service Offerings and Agreements (SOA) module is one of the certifications in the ITIL® Service Capability work stream. The module focuses on the practical application of SOA practices in order to enable portfolio, service level, service catalogue, demand, supplier and financial management.

The content of the course is based mainly on the best practice guidance contained in the ITIL Service Strategy and ITIL Service Design publications.

The SOA course is designed to help organizations and individuals understand how the five stages of the ITIL lifecycle (service strategy, service design, service transition, service operation and continual service improvement) can offer value to organizations and projects. It also provides guidance on how service offerings can be developed to support both business and user needs.

For Whom

The following roles are ideal for taking the ITIL SOA course:
IT manager
IT finance manager
Capacity manager
Service level manager
Business continuity manager
Service portfolio manager
Supplier relationship manager

The course may also be taken by:
ITIL Foundation-certified individuals hoping to advance to higher levels in ITIL.
Individuals requiring an in-depth knowledge of the ITIL Service Offerings and Agreements processes

Professionals with ITIL Intermediate SOA Certification earn 40% higher salaries than their non-certified peers. According to the recent surveys by, the average median salary of certified professionals in this field ranges from $75,000 to $90,000 per year. The SOA module of the ITIL Intermediate Level enables candidates to leverage service management as a strategic asset and ensure alignment between organization capabilities and business strategies.


  1.   In order to attend the workshop, you must have: ITIL Foundation Certificate in IT Service Management or an earlier ITIL Foundation plus Foundation Bridge
  2.   In order to appear for the examination participants must: Have completed a 30-hour accredited course from an ITIL® Accredited Training Provider, such as          this course on service operation .Hold the ITIL® Foundation Certificate in IT Service Management (or other appropriate earlier ITIL and bridge qualifications)

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