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ITIL SOA Training Program Overview
Your ITIL SOA Certification Is More Than Just a Document. It's Your Commercial Safeguard.
You are probably trapped in a pattern of making excessive promises and failing to deliver sufficiently. The sales team markets a high-end solution, but your allocated funds only allow for the creation of a less expensive one. You are the individual confronting frustrated business leaders who assert "the system is sluggish," yet you lack the evidence to refute this because your SLAs are indistinct. You are overseeing suppliers who deplete your finances because your contracts lack enforceability. You are an operational casualty. SOA-certified professionals are commercial strategists. While others are merely "receiving directives" from the organization, ITIL SOA professionals are formulating the Service Portfolio, determining the Return on Investment for every request, and governing suppliers with the strictness of a purchasing manager. Talent acquisition specialists for Service Delivery and BRM positions in local captive centers and regional fin-tech firms seek experts, not agreeable managers; they look for Service Level Management specialists capable of converting technical data into monetary value for the business. This is not an educational session on being courteous to customers. Our ITIL Service Offerings and Agreements training is an intensive commercial preparation. We eliminate the unnecessary notion that "the customer is always correct" and concentrate on the practicalities of value. You will discover how to construct a Service Catalog that limits users to precisely what they fund, how to project Demand so unexpected traffic surges do not catch you off guard, and how to implement Financial Management so every piece of infrastructure has an associated billing identifier.2 We developed this curriculum for the Service Level Managers, Business Relationship Managers, and Catalog Owners who are weary of the disorder. Whether you are engaging with internal parties or external customers, this training grants you the organizational power to declare, "That falls outside the defined scope," and refer to the binding agreement. You will master the optimization of ITIL Portfolio Management to guarantee you are investing in valuable services and discontinuing those that are unproductive.
ITIL SOA Training Course Highlights
Exceeding a Standard Course?It Represents Your Commercial Resources
PeopleCert Accredited
We operate as an Authorized Training Organization (ATO). Your 4 credits are certain to apply toward the total required for the ITIL Capability Stream.
Commercial Focus
Unlike technically-oriented modules, SOA emphasizes the "Business of IT"?Capital, Agreements, and Contracts.3
Practical SLA Workshops
We do not merely recite terminology. We assess actual (with identity concealed) failed SLAs to illustrate precisely where vulnerabilities exist.
Examination-Driven Approach
The SOA exam contains extensive scenario questions.4 We furnish a dedicated ITIL SOA study guide to assist you in analyzing intricate business situations and identifying the optimal solution.
Supplier & Finance Proficiency
Gain expertise in the two most overlooked areas of ITIL?Supplier Management and Financial Management?which are vital for advancement to leadership positions.5
24/7 Expert Assistance
Struggling with an elaborate financial structure or a contract penalty provision? Our specialists are available continuously to clarify the specifications.
Corporate Training
Tailored programs for teams with enterprise support
Learning Models
Choose from digital or instructor-led training for a customized learning experience.
LMS Platform
Access an enterprise-grade Learning Management System built for scalability and security.
Pricing Options
Pick from flexible pricing plans that fit your team size and learning goals.
Performance Dashboards
Track progress with intuitive dashboards for individuals and teams.
24x7 Support
Get round-the-clock learner assistance whenever you need help.
Account Manager
Work with a dedicated account manager who ensures smooth delivery and support.
Ready to transform your team?
Get a custom quote for your organization's training needs.
Upcoming Schedule
Join
the next batch that fits your timezone
Skills You Will Acquire In Our ITIL SOA Training Program
From Understanding to Practical Execution
Service Level Management (SLM): Cease estimation.
You will be taught how to negotiate, agree upon, and formally record SLAs that are practical, quantifiable, and justifiable. You will perfect the skill of the Service Review Session.
Service Catalog Management: Regulate the selection.
You will learn how to construct a Service Catalog that explicitly details the offerings, who is eligible to receive them, and their associated cost, thereby halting unauthorized, informal requests.
Service Portfolio Management: Allocate resources judiciously.
You will grasp how to govern the complete service lifecycle (Pipeline, Catalog, Retired) to ensure that capital isn't being expended on dormant software applications.
Demand Management: Anticipate what's ahead.
You will gain expertise in analyzing Patterns of Business Activity (PBA) to verify adequate capability is present when required and prevent unnecessary expenditure during lulls.
Supplier Management: Govern the third party.
You will learn to oversee the complete duration of vendor agreements, guaranteeing you obtain worthwhile returns and possess unambiguous disengagement plans.
Financial Management: Ascertain the expenditure.
You will be trained in the methods for accounting for, planning the budget for, and invoicing for IT services. You will transition from functioning as a "Cost Center" to operating as a "Service Provider."
Business Relationship Management (BRM): Correspond with objectives.
You will learn to advance from simply accepting instructions to becoming a "Strategic Partner" by comprehending the client's commercial achievements.
Who This Program Is Suited For
Optimal Participants for ITIL SOA Certification
Service Level Managers
Business Relationship Managers (BRM)
Service Catalog Managers
Supplier / Vendor Managers
IT Finance Managers
Service Delivery Managers
If your duties involve the "Commercial" aspect of IT?including legal arrangements, budgetary oversight, service listings, and client relationships?then this Capability module is your essential career benchmark.
ITIL SOA Certification Training Program Roadmap
The System for Successful First-Attempt Completion
1/7
Why Pursue ITIL SOA Certification?
The Qualification That Grants Access
Demonstrate Business Acumen
Establish that your capabilities extend beyond technical knowledge. Show organizational leadership that you comprehend Profit & Loss (P&L), contractual agreements, and overall business strategy.
Curtail Financial Loss
Employ your SOA skills to pinpoint unnecessary expenditure within vendor agreements and identify unauthorized or uncharged service consumption, thereby improving financial efficiency.
Attain Advanced Positions
Become eligible for lucrative senior roles, such as "Chief of Service Delivery" and "Vendor Management Lead," which specifically demand validated, certified competence.
Eligibility and Pre-requisites
ITIL SOA Requirements
This particular module is categorized as an advanced Capability module. It is based on the assumption that you already grasp the fundamentals of the service lifecycle.
Eligibility Criteria:
Essential Prerequisite: You must be in possession of a current ITIL Foundation certificate (either v3, 2011, or ITIL 4 Foundation) to be eligible. Without this prerequisite, you are unable to take the SOA exam.
Training Mandate: It is required that you complete an officially accredited training program (such as the one we offer) to receive the necessary "Candidate Number" for the examination registration.
Suggested Background: We highly recommend that prospective candidates have a minimum of 2+ years of professional experience in roles involving Service Delivery or Account Management to fully appreciate the intricacies of the complex scenarios presented.
Course Modules & Curriculum
Comprehensive modules covering all knowledge areas
Module 2
Service Level Management (SLM)
▾
Lesson 1: SLAs, OLAs, and Underpinning Contracts
Master the documents. Learn the difference between a Service Level Agreement (Customer), Operational Level Agreement (Internal Team), and Underpinning Contract (Vendor).
Lesson 2: Negotiating and Monitoring
The art of the deal. Learn to negotiate realistic targets (SLAM charts) and set up monitoring to catch breaches before the customer does.
Lesson 3: Service Improvement Plans (SIP)
Fix it. Learn the formal process for initiating a SIP when a service consistently fails to meet its targets.
Module 3
Demand & Financial Management
▾
Lesson 1: Demand Management
Analyze the load. Learn to identify Patterns of Business Activity (PBA) and User Profiles.17 Use "Differential Charging" to influence behavior (e.g., cheaper processing at night).
Lesson 2: Financial Management Basics
Speak the language of money. Learn the concepts of Budgeting, Accounting, and Charging.
Lesson 3: ROI and Value
Prove the worth. Learn to calculate the Return on Investment (ROI) and Total Cost of Ownership (TCO) for IT services.18
Module 4
Supplier & Business Relationship Management
▾
Lesson 1: Supplier Management
Control the supply chain. Learn to categorize suppliers (Strategic, Tactical, Commodity, Operational) and manage their performance against the contract.19
Lesson 2: Business Relationship Management (BRM)
The bridge. Learn to identify customer needs, ensure high levels of satisfaction, and handle complaints strategically.
Lesson 3: Exam Strategy
Review ITIL SOA exam questions. Learn to handle the "Gradient Scoring" questions and manage your time during the 90-minute test.20
ITIL SOA & Exam FAQ
Find answers to common questions about our course and certification
Find
answers to common questions about our course and certification
What is the ITIL SOA Certification? ▾
SOA (Service Offerings and Agreements) is a critical Intermediate-level "Capability" module. It is the commercial backbone of ITIL, focusing exclusively on the customer-facing and financial processes: Service Portfolio Management, Service Catalog Management, Service Level Management (SLM), Demand Management, Supplier Management, and Financial Management for IT Services. This module teaches you how to manage the money and the promises.
How many credits is SOA worth? ▾
It is worth 4 Credits toward the prestigious ITIL Expert qualification. This is a high-value module because it addresses the service delivery aspect?the part customers actually pay for.
ITIL SOA vs OSA: Which one is right for me? ▾
This is the simplest distinction: SOA (Service Offerings and Agreements): Focuses on Strategy, Agreements, and Money (SLAs, Contracts, Portfolio, Supplier performance). Take SOA if you manage contracts, demand, budgets, or commercial relationships. OSA (Operational Support and Analysis): Focuses on Fixing Things (Incident, Problem, Event, Request Fulfilment, Service Desk). Take OSA if you manage the Help Desk, operations teams, or technical stability. Decide if you are a gatekeeper of the cash or a gatekeeper of the tech.
Is the exam difficult? ▾
Yes. It is a scenario-based exam. You won't be asked definitions; you'll be dropped into a failing company's story?e.g., one with poor supplier control or disastrous SLAs?and you must select the optimal ITIL-compliant action to save the business. You must apply the process, not just recall it.
Does SOA cover Technical Support? ▾
No. That is OSA's domain. SOA is purely about the definition of the service (what is promised) and the agreement to provide it (how it's funded and measured). It is a management and governance course; don't confuse it with technical troubleshooting.
Does the certificate say "Intermediate" or "SOA"? ▾
The certificate is titled "ITIL Certificate in Service Offerings and Agreements." It is officially recognized as an Intermediate Capability level certification by the industry.
Can I self-study? ▾
No. Axelos/PeopleCert strictly requires that you attend an Accredited Training Course to obtain the necessary candidate eligibility number. Any attempt to bypass this requirement is a waste of time
What is the pass mark? ▾
You need to score 70% (28 out of 40 marks) to pass. The questions are tricky because they use gradient scoring (5, 3, 1, 0 marks), meaning you must choose the most correct answer, not just a correct one.
Do I need to know Math for Financial Management? ▾
You need functional business arithmetic, not advanced accounting. You must understand how to calculate the Total Cost of Ownership (TCO), factor in potential SLA penalties, and analyze cost structures. It's about budgeting and commercial risk assessment, not calculus.
Do I need the Foundation certificate first? ▾
Yes. This is mandatory. You absolutely cannot sit the ITIL Intermediate SOA exam without holding a valid ITIL Foundation credential. Attempting to enroll without it will lead to administrative refusal by the examination institute.
How long does the exam take? ▾
You are allotted 90 minutes to complete the exam. Given the scenario complexity, you must manage your time aggressively, spending approximately two minutes per question.
Do you provide an ITIL Service Offerings and Agreements pdf? ▾
Yes. Enrolled students receive a comprehensive digital study guide (PDF) covering the entire syllabus. More critically, we provide high-yield cheat sheets specifically for the financial formulas and the critical activities in Supplier Management.
Is this relevant for Sales people? ▾
Extremely so. IT Sales professionals (Pre-sales, Account Managers, Solutions Consultants) find SOA invaluable. It teaches them the governance structure required to deliver the services they are selling, ensuring their deals are feasible, profitable, and adhere to industry-standard SLA structures.
What is the ITIL SOA exam cost? ▾
Pricing is volatile due to currency and regional variations. In the location, the cost is virtually always bundled with the mandatory training. Expect the total package to be in the range of the advertised local pricing. Check the "Schedule" section for the precise, current price before budgeting.
Can I access the course content later? ▾
Yes. We provide a minimum of 180 days of access to the class recordings and all digital training materials via our Learning Management System (LMS). This is for review and pre-exam preparation, not a substitute for attending the live sessions.
What is the primary benefit of mastering SOA? ▾
The primary benefit is commercial control and risk mitigation. You become the professional who can look at a service agreement and immediately identify hidden liabilities, poor service definitions, or financial risk factors, ensuring that the IT organization delivers what it promises, profitably.
Customer Testimonials
Hear
from our successful graduates
Great class, very informative.
James Conklin
Great PMP<sup>®</sup> Bootcamp. I had a great time taking this course. I took the course to prepare to sit for the CAPM<sup>®</sup> but may be able to sit for the PMP<sup>®</sup>. I learnt a lot was challenging. Great course. We need one more day. Content was very detailed.
Karle Scroggins
it was a great class. Lots of energy. And I enjoyed.
John Denke
Fantastic course to prepare for PMP<sup>®</sup> exam.
Kevin Hambrice
As a participant it was smooth sailing for me.
Eric S. Tumlinson
Trainer was excellent. Shared good resources and good experiences.
Khemoni Holmes
Good content and training.
Dennis Glover
I wanted to let you know that I took and passed the PMP exam. Thanks to iCert Global and especially my Cincinnati course instructor, who was an excellent teacher and helped me immensely.
Steve Ditty
Trainer was good. Trainer was very engaged and interacting. Very much satisfied with the training.
Stefan Long
I was pleasantly surprised at the quality of this training. Yomi was awesome as a trainer and working to make sure that we understood the concepts. Controlling Cost and Controlling Risk are the most complicated, but Yomi spent time after class working through questions to help others understand. This class also helped to change my perception of the PMP being this MONSTER to something that I can I can successfully do.
Nancy Davis
Great class with a lot of information and tips to prepare for the exam
John Eric Nelson
It was a great course, covered all the things that i ended up hitting road bumps on. I was the only one in the class, but the trainer was just as involved as if it had been a full class.
Mark Butler
I was nervous about taking it online versus classroom; but I am actually glad I took it online. Instructor was very great and gave a good learning experience with his relevant project management experience.
Xeng Yang
The training was very intense but covered with course material. It was more than I expected.
Bernadette Gilliam
I thought the class was very informative. The instructor did an excellent job breaking down each chapter to where it was easy to understand. I was also very impressed with his commitment to help us pass ever after the class is over.
Taylor Mitchell
Excellent training. Instructor was very knowledgeable and explained information in an understandable way
Sandra Hamilton Allen
Quality Materials presented, Instructor very knowledgeable. Exceeded my expectations.
Anthony Muldrow
The training is a great introduction into the PMI mindset. Very informative and helpful
Bryan Tamburro
The training is a great introduction into the PMI mindset. Very informative and helpful
Joseph Quass
All positive - trainer has vast experience in different types of projects which helped with the examples he provided
Alaa Ahmed Hameed Al-Kayat
Great! Lots of material and very helpful to not only learn the material but also prepare for the exam. Completely satisfied with the training.
Jason Lui
Great Course. Dr. Ram was an awesome teacher. I could listen to him all day.
Colleen Lee
I completed the Online Training Session and thought it was well put together and satisfied everything I expected.
Brent Herring
I really enjoyed how thorough trainer was with the course information and taking time to elaborate on areas that may have been somewhat confusing. He did a tremendous job in making sure that we knew what would possibly be on the exam and ensuring our confidence to take the exam within the next few months. Overall, I thought the course was great and trainer was exceptional in his teaching of the curriculum.
Quentin Cheeks
Great content. Teacher did an excellent job of presenting the material, knew the material well.
Patrick Hinckley
Course & Support
Everything you need to know about our training options and support
What is the duration of the SOA course? ▾
It is typically a 3-day intensive bootcamp (full-time) or spread over 4-5 evenings for part-time batches. This is engineered for surgical process focus, ensuring you spend maximum time internalizing complex processes like Service Portfolio Management and Supplier Management, not on filler content.
Do you provide ITIL SOA study guide materials? ▾
Yes. You receive a comprehensive, accredited workbook, critical process flow maps specifically for SLM and Portfolio Management (which simplifies the abstract concepts), and guaranteed access to our Learning Management System (LMS) for supplementary resources.
Who are the trainers? ▾
Our trainers are current or former Senior Service Delivery Managers, Vendor Management Leads, and IT Financial Experts. They possess the practical scars from managing massive, multi-vendor contracts and resolving real-world SLA breaches, ensuring your learning is grounded in actionable, high-risk scenarios.
Is the training valid for ITIL 4? ▾
This training directly targets the ITIL v3 Credit System (4 credits) for the Expert track. However, the skills acquired (Service Level Management, Supplier Management, Financial Management) are the direct, non-optional foundation for key ITIL 4 Practices. You are learning the mechanics that ITIL 4 requires you to perform.
Can I take the course online? ▾
Yes. We offer fully interactive, expert-led Instructor-led LIVE virtual classrooms. This is the standard, high-intensity delivery method that ensures you get the same quality of instruction and interaction as a physical session.
Do you help with exam booking? ▾
Yes. As an Accredited Training Organization (ATO), we take the administrative burden. We handle the purchase of the PeopleCert voucher and provide full, clear instructions on scheduling your exam at your convenience.
Is there a guarantee? ▾
Yes, we offer a robust Pass Guarantee. If you attend the full, mandatory training, complete the required mock exams, and subsequently fail the official SOA exam, you receive free remedial training and support until you succeed. We guarantee preparation, not complacency.
Is there a guarantee? ▾
Yes, we offer a robust Pass Guarantee. If you attend the full, mandatory training, complete the required mock exams, and subsequently fail the official SOA exam, you receive free remedial training and support until you succeed. We guarantee preparation, not complacency.
Can I access the recordings later? ▾
Yes. You get a minimum of 180 days of access to the class recordings and all digital materials. This time is provided for focused review and reinforcement of complex processes like Demand Modeling.
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