ITIL Service Offerings and Agreement Training

ITIL  Service Offerings and Agreement Training

  • Overview:

By implementing ITIL Service Offerings and Agreement best practices, IT departments can ensure high levels of customer satisfaction by integrating demand and supplier management with the service portfolio and service catalog. In this course, you learn how to plan, implement and optimize the ITIL® Service Offerings and Agreement processes and gain the skills required to take the ITIL Intermediate Qualification: ITIL Service Offerings and Agreement Certification Exam.

  • Objectives

  • Documenting current and prospective services
  • Producing a Service Catalog from a business and technical viewpoint
  • Identifying patterns of activity through demand management
  • Applying Continual Service Improvement
  • Prepare for and take the ITIL Intermediate Qualification: ITIL Service Offerings and Agreement Exam
  • Outline key activities for the Service Offerings and Agreement processes in the context of the Service Lifecycle
  • Achieve operational excellence by using the Service Offerings and Agreement processes, activities and functions
  • Measure the success of Service Offerings and Agreement by applying key metrics

  • You Will Learn How To:

  • Prepare for and pass the ITIL Service Offerings and Agreements (SOA) Exam
  • Outline key activities for the SOA processes
  • Achieve operational excellence using the SOA activities and functions
  • Measure the success of SOA by evaluating challenges, critical success factors and risks
  • Pre-requisites
ITIL® Foundation Certificate in IT Service Management and completion of an accredited Course from an ITIL® Accredited Training Provider.

ITIL  Service Offerings and Agreement Training

Key features

  • 40 hours of instructor-led training
  • 40 hours of high-quality eLearning content
  • 5 simulation exams (250 questions each)
  • 8 domain-specific test papers (10 questions each)
  • 30 CPEs offered
  • 98.6% pass rate

ITIL  Service Offerings and Agreement Training                              Duration :- 5 Days

  •  Introduction of Overview

  • ITIL Service Offerings and Agreement (SOA): Introduction and Overview
  • The context in the service lifecycle of the SOA processes
  • Strategy management for IT services
  • Design coordination
  • Service Portfolio and Service Catalog Management

  • Principles of service portfolio management

  • Relationship to the service catalog and service pipeline
  • Thinking strategically
  • Achieving customer focus
  • Designing the service portfolio
  • Allocating resources
  • Linking business and IT services
  • Integrating the service catalog
  • Purpose, goals and objectives
  • Technical and business service catalogs
  • Detailing operational services
  • Using key metrics and critical success factors
  • Producing a service catalog

  • Service Level Management (SLM)

  • Service level management goals
  1. The significance of SLM to the service lifecycleHow SLM creates business value
  2. Analyzing and explaining the scope of the process
  3. Policies, principles and basic concepts of SLM
  • The service level management process
  1. Negotiating Service Level Agreements (SLAs)
  2. Deliverables, roles and responsibilities
  3. SLAs, OLAs and review meetings
  4. Service improvement plans
  5. Monitoring service performance against SLAs

  • Demand and Supplier Management

  • Demand management
  1. Activity-based demand management and business activity patterns
  2. Managing capacity to maximize value
  3. Identifying patterns of business activity
  4. Connecting demand management to the service portfolio
  • Supplier management
  1. Analyzing the use of the supplier management process
  2. Process, scope and objectives
  3. Evaluating new suppliers
  4. Supplier categorization and maintenance of the supplier and contract database
  5. Ensuring supplier performance
  6. Contract management and administration

  • Financial Management for IT Services

How financial management contributes to the service lifecycle

  1. Managing financial considerations
  2. The scope, purpose and goals of the process
  3. Basic concepts: funding, accounting and charging

Principles of financial management

  1. Value to the business
  2. Building a business case
  3. Applying information management
  4. Generating and disseminating information
  5. Dealing with challenges and risks

  • Business Relationship Management (BRM)

  • The purpose, objectives and scope of BRM
  • Process activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • Critical success factors and key performance indicators

  • Roles and Responsibilities

  • Service portfolio management
  • Service catalog management
  • Service level management
  • Supplier manager

  • Technology and Implementation Considerations

  • Technology implementation as part of implementing service management
  • Special technology functions related to SOA
  • Generic requirements and evaluation criteria
  • Good practices for implementation
  • Challenges, critical success factors and risks


ITIL  Service Offerings and Agreement Training

You can enroll for this classroom training online. Payments can be made using any of the following options and receipt of the same will be issued to the candidate automatically via email.

1. Online ,By deposit the mildain bank account

2. Pay by cash team training center location

Highly qualified and certified instructors with 20+ years of experience deliver more than 200+ classroom training.
Venue is finalized few weeks before the training and you will be informed via email. You can get in touch with our 24/7 support team for more details. Contact us Mob no:- 8447121833, Mail id:  [email protected] . If you are looking for an instant support, you can chat with us too.
We provide transportation or refreshments along with the training.
Contact us using the form on the right of any page on the mildain website, or select the Live Chat link. Our customer service representatives will be able to give you more details.

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