A credential backed by Peoplecert carries real weight with hiring managers, and the Peoplecert ITIL Intermediate Module - Service Offerings and Agreements exam is how you earn one. Preparing with the 14 practice questions from ActualCollection keeps every study hour focused on what the exam actually asks.
Peoplecert ITIL-SOA Exam Overview:
| Certification Vendor: | PeopleCert / Axelos |
|---|---|
| Exam Name: | ITIL Intermediate Module - Service Offerings and Agreements |
| Exam Number: | ITIL-SOA / ITILSC-SOA |
| Exam Duration: | 90 (113 for non-native English speakers) |
| Available Languages: | Spanish, Italian, Portuguese, English, German, French |
| Passing Score: | 70% (28 out of 40 marks) |
| Exam Price: | $300–$500 USD (varies by region/provider) |
| Exam Format: | Complex case-study format, Scenario-based multiple-choice, Closed-book |
| Related Certifications: | ITIL Intermediate Qualifications ITIL Expert Managing Across the Lifecycle (MALC) |
| Certificate Validity Period: | Lifetime (no renewal required under ITIL v3 scheme) |
| Real Exam Qty: | 8 complex scenario-based items (40 total marks) |
| Recommended Training: | Accredited Training Organizations (ATO) |
| Exam Registration: | Axelos Official Page PeopleCert Exam Registration |
| Sample Questions: |  |
| Exam Way: | Online proctored or in-person at authorized test centers |
| Pre Condition: | Hold valid ITIL Foundation Certificate (v3, 2011, or ITIL 4 Foundation); complete minimum 30 hours of accredited training; 2–4 years IT service management experience recommended |
| Official Syllabus URL: | https://www.axelos.com/certifications/itil-certifications/itil-intermediate-level/service-offerings-and-agreements |
Peoplecert ITIL-SOA Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Catalog Management | 12% | - Business vs technical views - Production and maintenance of service catalog - Objectives and scope |
| Topic 2: Service Level Management | 18% | - Monitoring and reporting - SLA, OLA, and UC structure - Review and improvement |
| Topic 3: Financial Management for IT Services | 15% | - Budgeting, accounting, and charging - Value demonstration - Cost models and ROI |
| Topic 4: Supplier Management | 15% | - Supplier lifecycle and contract management - Supplier performance evaluation - Objectives and scope |
| Topic 5: Roles, Technology, and Implementation | 5% | - Tools and supporting technology - Challenges, risks, and critical success factors - Key roles and responsibilities |
| Topic 6: Introduction to Service Offerings and Agreements | 10% | - Value to the business - Purpose, goals, and scope of SOA - Links to ITIL service lifecycle |
| Topic 7: Service Portfolio Management | 15% | - Portfolio management processes - Objectives, scope, and activities - Relationship with other processes |
| Topic 8: Demand Management | 10% | - Patterns of business activity - Interface with capacity management - Influencing and managing demand |
Peoplecert ITIL-SOA Exam: Frequently Asked Questions
The Peoplecert ITIL Intermediate Module - Service Offerings and Agreements exam is the official PeopleCert / Axelos test registered under exam code ITIL-SOA. Passing it earns you the ITIL Intermediate Certificate in Service Offerings and Agreements certification, a credential at the Intermediate (Service Capability Stream) level. It is also linked to the related certifications: ITIL Expert, ITIL Intermediate Qualifications, Managing Across the Lifecycle (MALC). PeopleCert / Axelos exams are valued because they test job-ready skills, so a passing score here carries real weight on a resume.
The Peoplecert ITIL Intermediate Module - Service Offerings and Agreements exam includes 8 complex scenario-based items (40 total marks) questions to be completed within 90 (113 for non-native English speakers). Do the pacing math before exam day: with that many items on the clock, you need a steady rhythm and the discipline to flag a hard question and move on instead of stalling. Two or three full timed sessions with the ActualCollection test engine will show you exactly what that pace feels like, so time pressure stops being a factor on the real day.
To pass the Peoplecert ITIL Intermediate Module - Service Offerings and Agreements exam you need 70% (28 out of 40 marks), and the official registration fee is $300–$500 USD (varies by region/provider). A retake is not discounted: a failed attempt means paying the full $300–$500 USD (varies by region/provider) again, so treat your first sitting as the expensive one. A sensible rule is to book your seat only after you are scoring comfortably above the passing mark on the ActualCollection practice tests, not just squeaking past it once.
Hold valid ITIL Foundation Certificate (v3, 2011, or ITIL 4 Foundation); complete minimum 30 hours of accredited training; 2–4 years IT service management experience recommended
Eligibility rules do change from time to time, so confirm the current requirements before you register on the official exam page.
Registration for the Peoplecert ITIL Intermediate Module - Service Offerings and Agreements exam goes through the official channels below.
As for the delivery format, the exam is taken Online proctored or in-person at authorized test centers.
PeopleCert / Axelos points candidates toward the following training options for Peoplecert ITIL Intermediate Module - Service Offerings and Agreements.
Course work builds the foundation; question practice makes it stick. The 14 practice questions in the ActualCollection ITIL-SOA package let you rehearse each topic under exam-style pressure before the real thing.
Yes. ActualCollection offers a free PDF demo of the Peoplecert ITIL Intermediate Module - Service Offerings and Agreements material so you can judge the question quality and format before spending anything. After purchase, your license includes 365 days of free updates, and if you want to keep receiving updates after that period, renewals are available at a 50% discount.
If you take the Peoplecert ITIL Intermediate Module - Service Offerings and Agreements exam within 60 days of your purchase and do not pass, ActualCollection backs you with a 100% money-back guarantee. The claim must match the exam your product covers: attempts taken within 3 days of purchase are not eligible (that is too little preparation time), and neither are downloaded-but-unused products, free materials, or expired orders. The candidate name must match the payer name, and you need to submit a scanned enrollment slip plus the official Score Report PDF within 2 days of the exam; claims are processed within 7 days. Prefer not to refund? You can swap instead and receive two other exam products of equal value for free while keeping the update service on your original purchase.
Delivery itself is instant: your files are downloadable right away and emailed to you within one minute of payment. If nothing arrives within 2 hours, contact customer service. There is no limit on how many computers you may install the software on.
The official Peoplecert ITIL Intermediate Module - Service Offerings and Agreements syllabus is organized into 8 domains. Key areas include Service Catalog Management (12%), Supplier Management (15%), and Service Portfolio Management (15%). The complete, up-to-date topic list appears in the exam topics section above; work through it line by line and flag anything you cannot yet explain in your own words.
Peoplecert ITIL Intermediate Module - Service Offerings and Agreements Sample Questions:
Question 1
Scenario
An IT services company provides IT services to many customers. The company has grown rapidly over the last three years and has recognized the need to implement service management processes to ensure that they continue to provide services that meet their customer's needs. A service management implementation project was set up a year ago and most processes are now in place including service level management and service catalogue management. In addition a business relationship manager has been allocated.
An opportunity has arisen to engage a new customer, which could lead to a very large contract. Contact has been made with the potential customer and a meeting arranged. This will be the first time that these processes have been used to engage a new customer and the IT service manager wishes to make sure that all concerned are clear of their roles.
Refer to Scenario
Which one of the following options CORRECTLY assigns the responsibilities to the service level manager, service catalogue manager and the business relationship manager?
Responsibilities:
A. Service catalogue manager - 1, 8
Service level manager - 2, 3, 5, 9
Business relationship manager- 4, 6, 7, 10
B. Service catalogue manager - 1, 8, 9
Service level manager - 2, 3, 5, 7, 10
Business relationship manager- 4, 6
C. Service catalogue manager - 1, 7
Service level manager - 3, 4, 6, 8, 10
Business relationship manager- 2, 5, 9
D. Service catalogue manager - 3, 7, 8, 9
Service level manager - 1, 2, 4
Business relationship manager- 5, 6, 10
Question 2
Scenario
A company provides an internet-based gift delivery service which is highly dependent upon IT services provided by the internal IT organization. A year ago the customer payments service that supports the gift ordering website regularly experienced poor availability. The organization hired a service management consultant to assess why the IT services were performing poorly and to rectify the situation.
As part of the solution, the consultant implemented service level management and adopted the role of interim service level manager. Service level agreements were negotiated with the business and agreed. The necessary underpinning agreements were negotiated and put in place. Regular monitoring and reporting was implemented. Monthly service review meetings with the business unit managers were established to discuss IT service performance and any issues and improvements. Within a year of the start of the initiative the gift ordering website IT service was performing at 98.7% availability, a significant improvement.
This month's service review meeting was attended by the chief executive officer (CEO) after concerns were expressed about the most recent availability figure for the customer payments service, which was 94%. This covered the period which included one of the traditionally most popular gift ordering times. The consultant stated that the poor availability was almost entirely due to an incident that occurred during one of the busiest periods and. as a result, the overall monthly availability percentage was low. Initial investigation has shown that the service desk used the SLA to designate the incident as a 'Priority 2'. This was however lower than the 'Priority 1" the business believed the incident should have been. The subsequent delay in restoration of the service meant some customer orders were lost.
The CEO reminded the consultant that a repeat of such an incident would not only have a major effect on monthly revenues but also seriously affect the company's reputation. The consultant agreed that this was unacceptable and committed to review this issue and report back to the CEO.
Refer to Scenario
A. The SLM should agree with the business managers to set up a service improvement plan (SIP) to address the issue. Differing views relating to the cause of the low availability mean it should be investigated thoroughly to establish whether the slow restoration of service was due to a lack of understanding by the service desk, incorrect service level targets in the SLA or simply that, owing to the type of failure, restoration was always going to take that length of time. Appropriate action can then be taken to rectify the issue.
B. The SLM should conduct an investigation by reviewing incidents and problems. Ask the IT service desk and support staff what ideas they have to resolve the issue. Review the impact on all other SLAs. OLAs contracts and procedures. Review the maturity associated with the service level management process and take steps to improve this process if necessary. Create a SIP with an associated business case for presentation to the chief executive officer (CEO).
C. The issue is with the service desk and its incorrect interpretation of the SLA and failure to escalate the issues. The SLM should agree to set up a SIP for the service desk. The operational level agreement (OLA) with the service desk should be reviewed to ensure that it underpins the SLAs. The SIP should include the retraining of the service desk staff. A complete review of the service desk tools should ensure that they can be used to prioritize incidents correctly by passing through targets agreed into the priority matrix of the toolset.
D. The issue is clearly a breakdown in understanding regarding the critical business periods and the matching of these to the availability targets in the SLAs. The SLM should agree with the business managers to set up a SIP to investigate the issue. The SLAs should be reviewed with the business to ensure that they match with the business needs and, if necessary are updated. Review and update any underpinning agreements as necessary to ensure that they support the targets in the SLAs.
Solutions:
| Question 1 Answer: B | Question 2 Answer: A |
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