ITIL Service Capability Service Offerings and Agreements

This module focuses on the practical application of OSA practices in order to enable portfolio, service level, service catalogue, demand, supplier and financial management.

Purpose of the Service Offerings and Agreements Certification

The Service Offerings and Agreements (OSA) module is one of the certifications in the ITIL® v3 Service Capability workstream. The module focuses on the practical application of ITIL-OSA Questions practices in order to enable portfolio, service level, service catalogue, demand, supplier and financial management.

The content of the course is based mainly on the best practice guidance contained in the ITIL v3 Service Strategy and ITIL v3 Service Design publications.

The ITIL-OSA Study Guide course is designed to help organizations and individuals understand how the five stages of the ITIL lifecycle (service strategy, service design, service transition, service operation and continual service improvement) can offer value to organizations and projects. It also provides guidance on how service offerings can be developed to support both business and user needs.

Please follow these Practice Test Topics:

Target Audience

The Service Offerings and Agreements certification would suit candidates in the following IT professions or areas:

· IT Management

· IT Finance Manager

· Capacity Manager

· Availability Manager

· Service Level Manager

· Business Continuity Manager

· Service Portfolio Manager

· Supplier Relationship Manager.

This list is a guide only, and choices will depend on the candidate's individual career goals and objectives.

ITIL Credit System

Under the ITIL Credit System, you must earn a number of credits from each ITIL qualification to progress to the next level within the ITIL scheme.

The SOA module is worth four credits towards the minimum of 17 required to progress to the Managing Across the Lifecycle module, which is the final step before the ITIL Expert Level.

Credits obtained from the SOA qualification may not be combined with the credits obtained from the IPAD Practitioner module towards an ITIL Expert Level application due to the high level of content overlap. See the ITIL Credit System page for more information.

See our ITIL Credit System page for more information.

Exam Format

· Multiple choice examination questions

· Eight questions per paper

· 28 marks required to pass (out of 40 available) - 70%

· 90 minutes’ duration

· Closed book.

Taking the Service Offerings and Agreements Exam

The Service Offerings and Agreements certification can only be taken as part of an accredited training course.