(Service Offerings and Agreements)

Learning Objectives

Candidates can expect to gain competencies in the following areas upon successful completion of the

education and examination components related to this certification:

The value to the business of SOA activities.

How the SOA processes (Service portfolio management, Service catalogue management, Service level management, Demand management, Supplier management, Financial management for IT services and Business relationship management) rely on a good business case.

How the SOA processes rely on a good understanding of return on investment (ROI).

SOA roles and responsibilities.

Technology and implementation considerations.

Challenges, critical success factors and risks.

Target Group

The qualification prepares candidates to work in established service management roles, as well as to implement and improve service management practices. The target group for the MALC qualification includes, but is not limited to:

Chief information officers, Senior IT managers.

IT managers, Supervisors and IT professionals.

IT professionals, IT operations practitioners.

IT development practitioners.

Individuals seeking the ITIL Expert Certificate in IT Service Management for which this qualification can be one of the prerequisite modules.


To certify that the candidate has gained knowledge of the ITIL Service Offerings and Agreements Processes. to apply SOA practices during the service management lifecycle.

The Purpose

To impart, test, and validate the nowledge on industry practices in service management as documented in the ITIL Service Lifecycle core publications.

Format of the Examination:

Type: 8 Scenarios

Duration: 115 minutes

Supervised: Yes

Open Book: No

Pass Score: 28/40

Delivery: Online


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