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ITIL® Intermediate Certificate in Service Offerings & Agreements

SO&A is one of four modules in the Capabilities stream leading to the ITIL® Expert in IT Service Management.

On completion, students will be able to demonstrate their knowledge of the SO&A processes, roles, activities and functions, as outlined in ITIL®.  Service Offerings & Agreements covers the following ITIL processes:

  • Service Portfolio Management
  • Service Catalogue Management
  • Service Level Management
  • Demand Management
  • Supplier Management
  • Financial Management, and
  • Business Relationship Management

Price quoted includes course materials and handouts, examinations and GST.

View course brochure

ProActive's course format ensures that students get maximum benefit from the training over a five day period.

  • Practical assignments and activities based around a Case Study are used to consolidate course material and provide a practical feel for ITIL in the workplace.
  • Students benefit from peer group discussion.
  • Course size is limited to 12 to ensure adequate time is allocated to team work and group discussion.
  • Students must have obtained the ITIL® Foundation Certificate or equivalent..
  • It is strongly recommended that candidates demonstrate familiarity with IT terminology and understand the context of the relevant processes within their own organisation.
  • As such, it is recommended that candidates read the ITIL Service Lifecycle core publications in advance in particular the Service Strategy and Service Design books.
  • A 90 minute examination takes place on Day 5, consisting of 8 multiple choice, scenario based, gradient scored questions. Students need a score of 28/40 or 70%. Each examination leads to international V3 ‘Intermediate’ level Certification from the UK-based Information Systems Examination Board (ISEB).
  • For students looking to achieve the ITIL Expert Certificate, students with the Foundation Certificate will need to attend and pass the examinations for at least 4 Intermediate Courses plus the “Managing Across the Lifecycle” course.
  • This course will be of benefit to students requiring a deeper understanding of the SO&A processes, and how they may be used to enhance the quality of IT Service support in their organisation.
  • It is also suitable for operational staff who wish to enhance their role-based capabilities

Dates are as follows:

City Dates Available Booking
Brisbane 17-Sep-12 – 21-Sep-12 Book Now
Melbourne 13-Aug-12 – 17-Aug-12 Book Now
Wellington 23-Jul-12 – 27-Jul-12 Book Now