Training & Certifications


The ITIL® Intermediate Qualification:Service Offerings and Agreements(SOA) certificate is a free-standing qualification but is also part of the ITIL Intermediate Capability stream andone of the modules that leads to the ITIL Expert Certificate in IT Service Management (ITSM). The purpose of this training module, associate exam, and certificate is respectively to impart, test, and validate the knowledge on industry practices in IT Service Management as documented in the ITIL Service Offerings and Agreements publication.


At the end of the program, the participants will be able to :

  1. Understand processes across the Service Lifecycle pertaining to the practice elements within planning, protection, and optimization
  2. Apply Capacity Management as a capability to realize successful Service Design
  3. Apply Availability Management as a capability to realize successful Service Design
  4. Apply IT Service Continuity Management as a capability to support overall Business Continuity Management
  5. Apply Information Security Management as part of the overall corporate governance framework
  6. Define and apply demand management
  7. Define planning, protection, and optimization roles and responsibilities
  8. Understand technology and implementation considerations
  9. Define organizational roles relevant to PPO
  10. Define and identify challenges, critical success factors, and risks for planning, protection, and optimization

IT Managers, Operational staffs, and anyonewho require a deeper knowledge of or involved in the Service Offerings & Agreements cluster of processes and functions.


This program is 5 days of intensive training class.


An ITIL® Foundation certificate is required and preferably two years of work experience in an IT Service Management environment.


At the end of the program, the participants will be assessed with 90 minutes of ITIL® Service Offerings and Agreements, Protection, and Optimization Exam.


ITIL® Service Offerings and Agreements, Protection, and Optimization Certification will be awarded upon successfully passing the exam from APMG International (ITIL Accredited Examination Institute – UK)


  1. Course objectives,
  2. Context service design
  3. Service design, purpose, and objectives
  4. Service design scope, value to the business
  5. Service design basics
  6. The role of design coordination
  7. The ITIL certification scheme
  1. Introduction, purpose, and objectives
  2. Scope, value to the business
  3. Planning
  4. The three sub-processes
  5. Proactive and reactive activities
  6. Design related activities
  7. Ongoing interactive activities
  8. Monitoring and analysis
  9. Tuning
  10. Implementation
  11. Demand management in capacity management
  12. Modeling and trending
  13. Application sizing
  14. Triggers, inputs, outputs, interfaces
  15. Information management
  16. CSF's and KPI's
  17. Challenges and risks
  1. Introduction, purpose, and objectives
  2. Scope, value to the business
  3. Two interconnected levels
  4. Availability aspects
  5. Process activities, methods, techniques
  6. Reactive activities
  7. Monitor and measure, analyze and report
  8. Proactive activities
  9. Designing for availability, analysis techniques
  10. Planned and preventative maintenance
  11. Availability testing and service outage
  12. Continual review
  13. Triggers, inputs, outputs, interfaces
  14. Information management
  15. CSF's and KPI's
  16. Challenges and risks
  1. Introduction, purpose, and objectives
  2. Scope, value to the business
  3. Policies and principles
  4. Stage 1 :Initiation
  5. Stage 2 :Requirements and strategy
  6. Stage 3 :Implementation
  7. Stage 4 :Ongoing operation
  8. Invocation, triggers, inputs, outputs
  9. Information management
  10. CSF's and KPI's
  11. Challenges and risks
  1. Introduction, purpose, and objectives
  2. Scope, value to the business
  3. Policies, principles, and basic concepts
  4. The information security policy
  5. Security management framework
  6. Control, plan, implement, evaluate, maintain
  7. Security controls
  8. Triggers, inputs, outputs, interfaces
  9. Information management
  10. CSF's and KPI's
  11. Challenges and risks
  1. Introduction, purpose, and objectives
  2. Scope, demand versus capacity
  3. Value to the business, supply, and demand
  4. Gearing service assets
  5. Policies, principles, and basic concepts
  6. Demand management through the lifecycle
  7. Activities
  8. Triggers, inputs, outputs, interfaces
  9. Information management
  10. CSF's and KPI's
  11. Challenges and risks
  1. Rolesin ITIL
  2. Generic service owner role
  3. Generic service manager role
  4. Generic process practitioner role
  5. Availability process manager
  6. Capacity process manager
  7. IT service continuity process manager
  8. Information security manager
  9. Demand management process owner
  10. Demand management process manager
  1. Generic requirements
  2. Evaluation criteria
  3. Best practices
  4. Challenges, CSF's, and risks
  5. Planning and implementation of service management technologies
  6. Considerations for implementing technologies

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