Learn About Service Offerings and Agreements

Course Features

  • Online Classes
  • Flexible Schedule
  • Interactive
  • High Quality
  • Certifications
  • Instructor Help

Online video courses with full instructor support,
just like in the classroom, only better. Enroll today!

Video Title
Length
Meet Your Instructor Dr. Suzanne Van Hove
4 min
01: Service Management as a Practice
26 min
02: Processes, Functions and Generic Roles
19 min
03: The Four P's of Strategy & Service Portfolio Basics
16 min
04: Strategy Management for IT & Design Considerations
29 min
05: Exercise: Implementing Challenges, CSFS/KPIS and Risks
4 min
06: Essentials of Service Portfolio Management
25 min
07: Service Portfolio Management: Policies, Concepts & Activities
27 min
08: Service Portfolio Management: Define Services, Prioritize & Authorize
32 min
09: Service Portfolio Management: Roles & Metrics
13 min
10: Service Catalog Management: Essential Concepts
18 min
11: Service Catalog Management: Activities and Metrics
17 min
12: Business Relationship Management: Policies & Concepts
35 min
13: Business Relationship Management: Activities & Metrics
31 min
14: Service Level Management: Purpose & Value
19 min
15: Service Level Management: SLA Frameworks
29 min
16: Service Level Management: Roles & Metrics
21 min
17: Supplier Management: Introduction
28 min
18: Supplier Management: Roles & Activities
28 min
19: Demand Management: Purpose & Value
29 min
20: Demand Management: Roles & Metrics
13 min
21: Financial Management: Purpose & Value
21 min
22: Financial Management: Accounting Principles
33 min
23: Financial Management: Budgeting & Billing
19 min
24: Financial Management: Roles and Metrics
14 min
25: Service Design Tools & Technology Considerations
15 min
Total:
9 hrs 25 mins
Need Help Playing Your Videos or Quiz Modules? Click Here.

What should I do if my video will not play?

There are many things that can affect the quality of your video so we have put together these instructions to help you review all the things that need to be tested in order to trouble-shoot video quality.

The first thing we want to assure you is that we have done everything possible to make sure that our videos will play well.  Our videos are hosted in the cloud by Akamai.  Akamai has servers around the world to make sure that your videos are sent from the server that is closest to you.  By hosting our videos with Akamai we make sure that you receive the highest video quality. If you are experiencing video buffering or freezing at home or at the office there are a number of things you can do to help us troubleshoot.

  • Proper Video Quality: Although the player will attempt to match the video quality with your bandwidth, you may find that setting your video quality manually will give you better performance.
  • Popup Blockers: Please check to make sure that your pop-up blocker is turned off when you go to our website. This will prevent the video window from opening.
  • Your Connection Speed: Internet speed needs to be 2.0 Mbps upload and download to successfully watch the videos.  You will want to check and see if your connection speed is 2.0 Mbps or higher.  You can do this by clicking on this link and running a speed test.
  • Jitter and Packet Loss: Your Jitter rate lets us know if your connection speed is consistent while your Packet Loss rate lets us know if your internet connection could be losing pieces of the video.
    • Go to https://www.dotcom-tools.com/ping-test.aspx to determine if there is any Jitter or Packet Loss on your connection.
    • This is measured by a letter scale with A being the best.
      • If your Packet Loss is below a B, your connection is losing pieces of the video and causing the video to skip.
      • If your Jitter is below a B, your connection speed is very inconsistent and may be changing while you are watching the video which will result in buffering issues.
      • If either of these is the case you will need to contact your internet provider.
  • Shared Internet Connection: If you are on a shared internet connection, test playing videos during non-peak hours when usage by others on your network is low.
  • Reset Your Browser: If you've tried all the previous steps, your browser may be retaining data that needs to be deleted, and this requires a reset. If you are using Chrome, use the instructions in this link to reset your browser. If you are using Internet Explorer (IE) you may need to reset it. You can do this by clicking on the cog icon on the top right of your page. Then click on tools, internet options, advanced and reset. If you are using Firefox, use the instructions in this link to reset your browser.
  • Other things to check:
    • At home or at work, test using different browsers and computers to see if you get the same result.
      • Make sure you have the latest version of the browser you are using.
    • If you are using Internet Explorer (IE) you may need to reset it. You can do this by clicking on the cog icon on the top right of your page. Then click on tools, internet options, advanced and reset.
    • Try from a different location using a different network.
    • If you are on a wireless connection try a wired solution.
    • If you are on a home network:
      • Test playing the videos when you are the only user on the network.
      • Try by-passing your router to eliminate it as the point of failure. A direct plug from your ISP to your computer will take care of this and will make sure that neither your router nor other users are affecting your connection.
    • If you are running Firefox, you can check your plugins here: https://www.mozilla.org/en-US/plugincheck/
  • Make sure you do not have any other programs open. File sharing and peer to peer sharing programs, even when limited to low bandwidth, can make it almost impossible to stream properly.
  • Tracking Progress on Mobile Devices: The GogoTraining site is designed to use the native player found in your browser. If you are taking your course on a mobile device and want to make sure your progress is tracked, then you will need to play the videos from the native player that is in your browser. Do not download any third party apps to play the videos as they do not allow your progress to be recorded. If you have installed a third party app and want to receive a Letter of Course Attendance, then you will need to uninstall the 3rd party app or see if the app has the ability for you to disable it for certain sites.
  • Submitting Debugging Information If you have tried everything else and still are having trouble viewing the videos, you can visit this page where you can help us debug your particular setup by following the instructions on the page and submit the debugging information to us.
Meet Your Instructor

Dr. Suzanne Van Hove

Dr. Suzanne Van Hove. owner of SED-IT, has successfully blended an award-winning career in higher education with a passion for IT Service Management. She understands the dynamics of how people learn and the best vehicles for content retention. She has developed and received accreditation of her own IT Service Management educational programs.

Perhaps her greatest strength is developing training curriculum that is industry specific. This unique approach gives students practical, real life case studies that enable them to bring best practices to their respective organizations. Large and small organizations around the globe have benefited from her proprietary approach. With over 25 years’ experience, Suzanne brings a wealth of knowledge to every engagement – either in the classroom or boardroom. In 2011, Suzanne was recognized the itSMF USA ‘Industry Knowledge Contribution’ Award for her achievements in academia and industry.

 

Get Your Course Materials

Course Materials

When you purchase this course you will receive access to these materials.

  • Student Guide
  • Exercise Guide
  • Enlarged Slides
  • Sample Exams
  • Training Plan
  • Course Syllabus
  • 2011 Summary of Updates
  • PMP PDU Information
Course Links

Course Links

These links are activated when you purchase this course.

  • Course Survey
  • ITIL Credit Profiler to Assess Credits
Course Transcript

Transcript

This course comes with a Transcript that tracks your progress. You can use your transcript to view and monitor your progress and when you complete the course, you can print or email the transcript.

Certificate of Completion

Certificate of Completion

You will be awarded a Letter of Course Attendance when you finish this course. You will be able to print or email the Letter of Attendance and share your accomplishment with everyone.

How to Take Your Exam

How to Take Your Exam

GogoTraining's ITIL® 2011: Service Offerings and Agreements course is Accredited by AXELOS and PEOPLECERT and fully qualifies you to sit for the ITIL Service Offering and Agreements exam. 

10% Off Your ITIL Service Operation Exam

Get your exclusive 10% discount when you purchase your ITIL Service Offering and Agreements Exam from GogoTraining

PEOPLECERT's price: $399/Your Price: $359.  You Save $40.

All exam orders are processed within 24 hours Monday to Friday.  Once your exam is ordered you will receive an immediate informational email directly from PEOPLECERT which will include a link for you to register and take your exam.  if you have any questions, Contact GogoTraining.

How GogoTraining Prepares You to Pass Your Exam

All GogoTraining ITIL courses come with a Training Plan to help you master the material in the course and 2 sets of Official Sample Exams for you to take upon completion of the course and the course exercises so you can test your knowledge.  At the end of the course you will receive a Certificate of Completion from GogoTraining.  In order to be considered Certified in this area you will need to take the Official ITIL Exam given by PEOPLECERT.

Course Transcripts and Certificates of Completion come with this course and you will use these official documents to verify that you took the required and accredited training to qualify to sit for the official exam.  

Certification Requirements

To be eligible for the ITIL® Intermediate Qualification: Service Offerings and Agreements examination, candidates shall fulfill the following requirements:

• 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 and scheme
• A basic IT literacy and around 2 years IT experience are highly desirable
• Hold the ITIL® Foundation Certificate in IT Service Management (or other appropriate earlier ITIL and bridge qualifications)
• It is recommended that candidates should complete at least 21 hours of personal study by reviewing the syllabus and the ITIL® Service Offerings and Agreements publication in preparation for the examination.

The ITIL® Service Offerings and Agreements exam is an 8 question multiple choice scenario-based exam and you may take up to 90 minutes to complete it. Each question will have four possible answer options, one of which is worth five marks, one which is worth three marks, one which is worth one mark, and one which is a distracter and achieves no marks.

A passing mark is 70% or higher. When you pass your exam you will receive 4 credits toward your ITIL® Expert certification.

How to receive your PMI PDU's

Instructions on how to receive PMI PDU's can be found in the Get Your Course Materials section of this page.

How to Take an Online Proctored PeopleCert Exam

In order to take your exam you will need the following System Requirements:

  • Windows® 10, Windows® 8.1, Windows® 8, Windows® 7
  • Dual-core 2.4GHz CPU or faster with 2GB of RAM (recommended)
  • Active Full-Time/Broadband internet connection of at least 4Mbps
  • 16-bit monitor (at least 15”) with screen resolution 1024 x 768 or higher
  • Speakers and microphone (the use of headsets is only allowed during onboarding)
  • Keyboard and mouse or another pointing device
  • A single web camera (embedded or external) you can rotate

For complete details, Click Here.

Course Description

This Service Offerings & Agreements (SOA) course provides you with an intense and focused exploration of the new and modified topics in ITIL® 2011. The course is intended for those who work within a Service Management environment and require a deeper understanding of the concepts, processes and activities involved in the strategy, definition and documentation of services. The SOA concepts are shown how they may be used to enhance overall service quality, service provision and contribute to their organization’s ongoing service improvement program.

When PeopleCert offered this exam in English, this course received PeopleCert Accredidation.  However, PeopleCert no longer offers this exam in English and therefore GogoTraining no longer pays PeopleCert to list this course as an accredited course.  If you are looking to understand ITIL V3 Service Offerings & Agreements, then this course is a great place to start.

In This Course You Will Learn:

The main focus of this course is on the process activities and supporting methods and approaches to executing the SOA processes in a practical, hands-on learning environment. This course has a number of study units with practical application to reinforce the knowledge gained. These include:

  • The Service Lifecycle and Service Management as a practice: Understand the Service Lifecycle and the objectives and business value for each phase in the lifecycle; understand and articulate “service” and be able to explain the concept of Service Management as a practice
  • Basic Service Offerings & Agreement Principles: Understand the common principles and guidelines grounded in the Service Strategy and Design phases (e.g., a business case and ROI requirements) that will influence the performance of the SOA processes
  • Service Offerings & Agreement Processes: Understand and articulate the activities of the SOA processes as well as the activities shared across the lifecycle. Other areas of discussion include information management requirements, challenges, critical success factors and risks within each of the processes. The processes include:

                    • Service Portfolio Management
                    • Service Catalog Management
                    • Service Level Management
                    • Demand Management
                    • Supplier Management
                    • Financial Management
                    • Business Relationship Management
 

  • Explore Technology and Implementation Consideration: Understand the role of technology to the SOA processes and explore concepts that have great impact on their implementation.

Prerequisites

ITIL® Foundations training is required prior to taking this course and it is highly recommended that all ITIL Intermediate Candidates have 2 to 4 years of Service Management Experience.  If you plan on taking the ITIL® 2011: Service Offerings and Agreements certification exam, then you must have taken and passed the ITIL® Foundations exam (or v2, v3 or 2011equivalent) and present the certificate to the testing organization in order to sit for this exam.

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 Strategy and ITIL Service Design publications.

Outline

Module 00: ITIL© 2011: Service Offerings and Agreements - Course Introduction

Module 01: Service Management as a Practice

  • Components of the Service Lifecycle
  • What is a Service?
  • What comprises value?
  • What is Service Management?

Module 02: Processes, Functions and Generic Roles

  • Processes & Functions
  • Generic Roles

Module 03: Service Management Key Concepts

  • The 4Ps of Strategy
  • The 4Ps of Service Design
  • Portfolio Pipeline and Catalog

Module 04: Introduction to SOA

  • Strategy Management for IT Services
  • Design Coordination
  • Concepts underpinning SOA
  • Implementing Processes & Practices
  • Exercise: Sample Exam Question

Module 05: Exercise: Implementing Challenges, CSFS/KPIS and Risks

Module 06: Service Portfolio Management Part 1

  • Purpose & Objective
  • Value to the business

Module 07: Service Portfolio Management Part 2

  • Policies/Principles/Basic Concepts
  • Various Portfolios
  • Introduction to Activities

Module 08: Service Portfolio Management Part 3

  • Define
  • Analyze
  • Approve
  • Charter

Module 09: Service Portfolio Management Part 4

  • Roles
  • Triggers, Inputs/Outputs & Interfaces
  • Information Management
  • Metrics
  • Exercise: Sample Exam Question

Module 10: Service Catalog Management Part 1

  • Purpose & Objective
  • Value to the business
  • Policies/Principles/Basic Concepts

Module 11: Service Catalog Management Part 2

  • Activities
  • Roles
  • Triggers, Inputs/Outputs & Interfaces
  • Information Management
  • Metrics
  • Exercise: Sample Exam Question
  • Exercise: Write a Catalog Entry

Module 12:  Business Relationship Management Part 1

  • Purpose & Objective
  • Value to the business
  • Policies/Principles/Basic Concepts

Module 13:  Business Relationship Management Part 2

  • Activities
  • Roles
  • Triggers, Inputs/Outputs & Interfaces
  • Information Management
  • Metrics
  • Exercise: Sample Exam Question
  • Exercise: BRM Sources of Information

Module 14: Service Level Management Part 1

  • Purpose & Objective
  • Value to the business
  • Policies/Principles/Basic Concepts

Module 15: Service Level Management Part 2

  • Designing SLA frameworks
  • Negotiation
  • Service Reporting
  • Complaints and compliments

Module 16: Service Level Management Part 3

  • Roles
  • Triggers, Inputs/Outputs & Interfaces
  • Information Management
  • Metrics
  • Exercise: Sample Exam Question
  • Exercise: SLA Review

Module 17: Supplier Management Part 1

  • Purpose & Objective
  • Value to the business
  • Policies/Principles/Basic Concepts
  • Activities

Module 18: Supplier Management Part 2

  • Activities
  • Roles
  • Triggers, Inputs/Outputs & Interfaces
  • Information Management
  • Metrics
  • Exercise: Sample Exam Question

Module 19: Demand Management Part 1

  • Purpose & Objective
  • Value to the business
  • Policies/Principles/Basic Concepts
  • Activities

Module 20: Demand Management Part 2

  • Roles
  • Triggers, Inputs/Outputs & Interfaces
  • Information Management
  • Metrics
  • Exercise: Sample Exam Question

Module 21:  Financial Management Part 1

  • Purpose & Objective
  • Value to the business
  • Policies/Principles/Basic Concepts

Module 22:  Financial Management Part 2

  • Accounting
  • Cost Model
  • Cost Type, Elements, Classification
  • Depreciation

Module 23:  Financial Management Part 3

  • Budgeting
  • Charging
  • Pricing and Billing

Module 24:  Financial Management Part 4

  • Roles
  • Triggers, Inputs/Outputs & Interfaces
  • Information Management
  • Metrics
  • Exercise: Sample Exam Question
  • Exercise: Cost Model for a Desktop Environment

Module 25:  Service Management Technology

  • Tool Selection Process
  • SD Tools
  • Plan & Implement SM Technologies
  • Exercise: Sample Exam Question

Certification

GogoTraining's ITIL® 2011: Service Offerings and Agreements course is Accredited by AXELOS and PEOPLECERT and fully qualifies you to sit for the ITIL Service Offering and Agreements exam. 

10% Off Your ITIL Service Operation Exam

Get your exclusive 10% discount when you purchase your ITIL Service Offering and Agreements Exam from GogoTraining

PEOPLECERT's price: $399/Your Price: $359.  You Save $40.

All exam orders are processed within 24 hours Monday to Friday.  Once your exam is ordered you will receive an immediate informational email directly from PEOPLECERT which will include a link for you to register and take your exam.  if you have any questions, Contact GogoTraining.

How GogoTraining Prepares You to Pass Your Exam

All GogoTraining ITIL courses come with a Training Plan to help you master the material in the course and 2 sets of Official Sample Exams for you to take upon completion of the course and the course exercises so you can test your knowledge.  At the end of the course you will receive a Certificate of Completion from GogoTraining.  In order to be considered Certified in this area you will need to take the Official ITIL Exam given by PEOPLECERT.

Course Transcripts and Certificates of Completion come with this course and you will use these official documents to verify that you took the required and accredited training to qualify to sit for the official exam.  

Certification Requirements

To be eligible for the ITIL® Intermediate Qualification: Service Offerings and Agreements examination, candidates shall fulfill the following requirements:

• 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 and scheme
• A basic IT literacy and around 2 years IT experience are highly desirable
• Hold the ITIL® Foundation Certificate in IT Service Management (or other appropriate earlier ITIL and bridge qualifications)
• It is recommended that candidates should complete at least 21 hours of personal study by reviewing the syllabus and the ITIL® Service Offerings and Agreements publication in preparation for the examination.

The ITIL® Service Offerings and Agreements exam is an 8 question multiple choice scenario-based exam and you may take up to 90 minutes to complete it. Each question will have four possible answer options, one of which is worth five marks, one which is worth three marks, one which is worth one mark, and one which is a distracter and achieves no marks.

A passing mark is 70% or higher. When you pass your exam you will receive 4 credits toward your ITIL® Expert certification.

How to receive your PMI PDU's

Instructions on how to receive PMI PDU's can be found in the Get Your Course Materials section of this page.

How to Take an Online Proctored PeopleCert Exam

In order to take your exam you will need the following System Requirements:

  • Windows® 10, Windows® 8.1, Windows® 8, Windows® 7
  • Dual-core 2.4GHz CPU or faster with 2GB of RAM (recommended)
  • Active Full-Time/Broadband internet connection of at least 4Mbps
  • 16-bit monitor (at least 15”) with screen resolution 1024 x 768 or higher
  • Speakers and microphone (the use of headsets is only allowed during onboarding)
  • Keyboard and mouse or another pointing device
  • A single web camera (embedded or external) you can rotate

For complete details, Click Here.

How can we help? Customer Service is standing by to answer your questions.

Ask for Pricing
More Questions? Call 1-877-546-4446

GogoTraining, GogoTraining Designs, and miscellaneous designs are the trademarks of GogoTraining, Inc.

The ITIL® courses on this site are offered by GogoTraining, an ATO of PeopleCert.

ITIL® is a registered trade mark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.

The Swirl logo® is a registered trade mark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.

OBASHI® is a registered trademark of OBASHI Ltd. All rights reserved.

COBIT® is a trademark of ISACA® registered in the United States and other countries.

The International Organization for Standardization (ISO) is a non-governmental organization which is a network of the national standards institutes of 156 countries.

ISO is the owner of the ISO/IEC 20000 standard.

BRMP® is a Registered Trade Mark of Business Relationship Management Institute, Inc.

SIAM® is a registered trademark

VeriSM™ is a trade mark of IFDC

PMI®, PMP®, CAPM®, and PMBOK® are registered marks of the Project Management Institute, Inc.

AgilePM® is a registered trademark of Agile Business Consortium Limited. All rights reserved

All other trademarks on this site are the trademarks of their respective owners.

GogoTraining - Leader in IT & Management Training

©2009-2025 GogoTraining, Inc. All rights reserved.

Sign up

  • All GogoTraining Members receive the first 3 course modules for free so they can meet the instructor, understand what they will learn by taking the course and review the content. Sign Up today and get access to the best trainers and online self-paced video training content in the world.