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Service Offerings & Agreements (Online Only)

Course Type:
Training Costs:
Exam Costs:
Next Course:
Self-Paced Online
R 3225
R 3220
6 months
Closed Course


Pink Elephant is globally accredited to provide ITIL® education for the certification program. The organisation is accredited by the APM Group.

Your instructor is a highly experienced ITIL®-certified member of Pink Elephant’s consulting team. Further, he or she is qualified to teach this course as defined by Pink Elephant’s internal Certified Trainer Program. You can expect to learn from an individual with the industry’s deepest knowledge on how to lead a successful implementation project. This knowledge is a direct result of Pink Elephant’s vendor neutrality as well as many years of experience implementing ITIL® processes in a variety of organisations worldwide.


ITIL® Intermediate Certificate in Service Offerings & Agreements


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This course prepares participants for the examination leading to the ITIL Service Offerings & Agreements Certificate. A 90-minute exam is scheduled on the last day of the course. It consists of eight multiple choice, scenario-based, gradient scored questions. To help prepare attendees for the final exam, a sample exam is delivered during the course. You will receive online samples, exercises and sample exams. A passing mark of 70% is required to receive your certificate (4 ITIL credits)

Examinations are administered through an Accredited Examination Institute and can be taken at a suitable time within the relevant time period.


ITIL® (Information Technology Infrastructure Library) is the most widely accepted approach to IT service management best practice.

ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

The Course

• Study online at your own pace
• 186 days online access
• Fully accredited by Loyalist Certification Services
• Includes videos, quizzes, exercises, study guides and official syllabus and sample exams
• Exam Voucher
• Tutor support available via email
• Exam value: 4 ITIL credits

Target Group

The training Online Courses is designed to provide insight into the basic processes of, understanding, and is therefore especially suitable for:

  • Service Level Managers
  • IT Supplier Managers
  • Business Relationship Managers
  • Financial Managers
  • Any IT professional involved with the processes:
  • Service Level Managers
  • IT Supplier Managers
  • Business Relationship Managers
  • Financial Managers.

Knowledge Objective

  • Value to the business of the SOA processes and their activities
  • In-depth review of the key processes needed to support service offerings and agreements, and their associated activities, roles, responsibilities, challenges, risks and critical success factors:
  • - Strategy Management for IT Services: The process that establishes strategies for services upon which the other SOA processes depend
  • - Business Relationship Management: Ensures the customer’s requirements are correctly identified
  • - Financial Management: A strategic process that enables IT to generate service based costing that, combined with perceived value for the service, results in a real, business-based price
  • - Demand Management: Understands demand for services and enables appropriate service strategies
  • - Service Portfolio Management: Manages the service portfolio which contains information about IT services from concept through implementation and production to retirement
  • - Service Level Management: Sets up Service Level Agreement (SLAs) and ensures that all SLAs have an underpinning support structure in place
  • - Service Catalogue Management: Provides the single source of information about agreed services and makes sure this information is communicated
  • - Demand Management: Identifies patterns of business activity to enable the appropriate strategy to be implemented
  • - Supplier Management: Ensures that suppliers support IT service targets and meet business expectations
  • The reliance upon a good business case and a good understanding of ROI
  • Technology and implementation considerations for the key processes
  • Important considerations for continual improvement of these processes


ITIL® Foundations


6 months