Plenty of capable IT professionals have underestimated the Peoplecert ITIL Intermediate Module - Service Offerings and Agreements exam and paid for the lesson. ActualCollection closes the gap between knowing the material and passing the test with 14 ITIL-SOA practice questions that mirror the real difficulty.
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 Price: | $300–$500 USD (varies by region/provider) |
| Available Languages: | Italian, French, Portuguese, German, Spanish, English |
| Related Certifications: | Managing Across the Lifecycle (MALC) ITIL Intermediate Qualifications ITIL Expert |
| Exam Duration: | 90 (113 for non-native English speakers) |
| Certificate Validity Period: | Lifetime (no renewal required under ITIL v3 scheme) |
| Real Exam Qty: | 8 complex scenario-based items (40 total marks) |
| Passing Score: | 70% (28 out of 40 marks) |
| Exam Format: | Scenario-based multiple-choice, Complex case-study format, Closed-book |
| Recommended Training: | Accredited Training Organizations (ATO) |
| Exam Registration: | PeopleCert Exam Registration Axelos Official Page |
| Sample Questions: | DOWNLOAD DEMO |
| 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 |
|---|---|---|
| Financial Management for IT Services | 15% | - Value demonstration - Cost models and ROI - Budgeting, accounting, and charging |
| Service Portfolio Management | 15% | - Objectives, scope, and activities - Portfolio management processes - Relationship with other processes |
| Service Catalog Management | 12% | - Production and maintenance of service catalog - Business vs technical views - Objectives and scope |
| Roles, Technology, and Implementation | 5% | - Tools and supporting technology - Key roles and responsibilities - Challenges, risks, and critical success factors |
| Introduction to Service Offerings and Agreements | 10% | - Purpose, goals, and scope of SOA - Links to ITIL service lifecycle - Value to the business |
| Supplier Management | 15% | - Objectives and scope - Supplier lifecycle and contract management - Supplier performance evaluation |
| Service Level Management | 18% | - SLA, OLA, and UC structure - Review and improvement - Monitoring and reporting |
| Demand Management | 10% | - Patterns of business activity - Influencing and managing demand - Interface with capacity management |
Your Peoplecert ITIL Intermediate Module - Service Offerings and Agreements Questions, Answered
Peoplecert ITIL Intermediate Module - Service Offerings and Agreements is an official PeopleCert / Axelos exam, registered under the code ITIL-SOA. A passing score earns you the ITIL Intermediate Certificate in Service Offerings and Agreements certification, positioned at the Intermediate (Service Capability Stream) level. The credential also connects to ITIL Expert, ITIL Intermediate Qualifications, Managing Across the Lifecycle (MALC), so it can anchor a broader certification path. Because PeopleCert / Axelos designs its exams around real job tasks, holding this certification signals practical skill rather than memorized theory.
Candidates face 8 complex scenario-based items (40 total marks) questions inside a 90 (113 for non-native English speakers) window on the Peoplecert ITIL Intermediate Module - Service Offerings and Agreements exam. That ratio leaves little slack, which is why pacing deserves as much practice as the content itself. Learn to budget your minutes, park stubborn questions instead of wrestling them, and rehearse under a real clock: a few timed runs in the ActualCollection test engine will make the official time limit feel routine rather than threatening.
The passing bar for Peoplecert ITIL Intermediate Module - Service Offerings and Agreements is set at 70% (28 out of 40 marks), and registering for the exam officially costs $300–$500 USD (varies by region/provider). There is no reduced price for a second try: fail, and you pay $300–$500 USD (varies by region/provider) in full again. That makes honest self-testing the cheapest insurance available, so hold off on booking until your ActualCollection practice scores sit clearly above the passing line, attempt after attempt.
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
Vendor policies are revised from time to time, so double-check the eligibility details before registering on the official exam page.
Sign-up for the Peoplecert ITIL Intermediate Module - Service Offerings and Agreements exam is handled through the official registration channels listed here.
One practical detail: the exam is delivered Online proctored or in-person at authorized test centers, so plan your logistics accordingly.
PeopleCert / Axelos recommends the following training resources for candidates working toward Peoplecert ITIL Intermediate Module - Service Offerings and Agreements.
Training gives you the theory, but repetition locks it in. Pair any course with the 14 practice questions in the ActualCollection ITIL-SOA package and you will know exactly how each topic shows up on exam day.
Absolutely. A free PDF demo of the Peoplecert ITIL Intermediate Module - Service Offerings and Agreements questions is available at ActualCollection, so you can inspect the quality and formatting before any money changes hands. Once you buy, updates are free for 365 days, and when that period runs out you can extend the update service at 50% off the regular price.
ActualCollection offers a 100% money-back guarantee with specific conditions. If you take the Peoplecert ITIL Intermediate Module - Service Offerings and Agreements exam within 60 days of purchase and fail, you may claim a full refund, provided the exam matches your product. Sitting the exam within 3 days of purchase disqualifies a claim, as do downloaded-but-unused products, free materials, and expired orders; the candidate name must also match the payer name. To file, submit a scanned enrollment slip and the official Score Report PDF within 2 days of the exam, and the claim is processed within 7 days. If you prefer, you can skip the refund and instead receive two other exam products of equal value at no charge while keeping the update service on your original purchase.
As for delivery: it is immediate. Your files become downloadable the moment payment completes and are also emailed to you within one minute. If nothing shows up within 2 hours, contact customer service. You may install the software on an unlimited number of computers.
Peoplecert ITIL Intermediate Module - Service Offerings and Agreements is divided into 8 official domains. Among the headline areas are Service Portfolio Management (15%), Supplier Management (15%), and Introduction to Service Offerings and Agreements (10%). Scroll up to the exam topics section for the full breakdown, and use it as a checklist: any line you cannot confidently explain deserves another round of practice.
Peoplecert ITIL Intermediate Module - Service Offerings and Agreements Sample Questions:
Question 1
Scenario
A financial services organization has undergone a period of rapid expansion. From its operating base it has expanded to serve customers in over 25 countries spread around the globe. There are plans to enter more markets in the next 12 months.
The key stakeholders involved in the global expansion project have briefed the chief information officer (CIO) on the plans. They have identified IT service performance as one of the major threats to the plan. The CIO has been under pressure from the board due to poor IT service performance in the previous six months. The chief concern has been significant performance variations in network connectivity and communications.
The organization currently has three contracts with different local external suppliers in operating markets supporting three IT network hubs. Whilst the suppliers are all happy to follow local internal IT processes, getting the three to work together on incidents or changes has proved increasingly difficult.
A number of outages have resulted in a blame culture where even the local internal IT departments have been sympathetic to their service providers, resulting in strained relationships between these internal departments at an operational level.
Other issues encountered at one or more locations have included:
* Long-term service improvements have been sacrificed in favour of short-term fixes that avoid the payment of contract penalties by the suppliers
* Changes in ownership of the customer relationship by the suppliers
The CIO believes that a lack of communication between suppliers has been the key cause of failures.
All three supplier contracts are due for renewal in the next 12 months. After consultation, a decision to re-tender for network services has been taken by IT, and approved by the CIO and the board of directors.
Refer to the Scenario.
When considering suppliers, which one of the following options would BEST ensure that network issues are addressed in order to meet the needs of the financial services organization?
A. Consideration should be given to re-contracting with the three current local suppliers. There is no suggestion that they are technically incompetent; it appears to be communication and local cultural differences that cause problems.
Supplier management should have a single, defined local point of ownership with responsibility granted for operational management of issues.
The threat of contractual penalties should be removed to encourage suppliers to think longer term about sustainable service improvements.
Communication issues should be addressed by ensuring all incidents are reported to a single global service desk that the financial institution should implement.
Suppliers are to ensure that staff engaged in the contract (in particular the account managers and customer service managers) are fully ITIL trained so they understand and can implement service management best practice disciplines.
B. Consideration should be given to entering into a partnership with three local suppliers who have worked together before in similar circumstances. This will ensure both communication and local cultural differences are addressed.
Supplier management should have a single, defined local point of ownership with responsibility granted for operational management of issues.
The threat of contractual penalties should be removed to encourage suppliers to think longer term about sustainable service improvements.
Suppliers will commit to the use of local IT processes to ensure compliance and good communication.
Suppliers are to ensure that staff engaged in the contract (in particular the account managers and customer service managers) are fully ITIL trained so they understand and can implement service management best practice disciplines.
C. Consideration should be given to entering into a partnership with a single supplier where mutual trust and a good relationship can be established.
Supplier management should have a single, defined point of ownership within each country to manage all local operational issues.
A risk-reward framework should be mapped out as an incentive for the supplier to solve local issues.
A strategic alignment should be sought with the supplier where values, goals and cultural fit are similar to that of the financial services organization.
The supplier should set up its own dedicated global account management team to deal with transition and on-going issues by working with local IT support teams.
D. Consideration should be given to entering into a partnership with a single supplier where mutual trust and a good relationship can be established.
Supplier management should have a single, defined point of ownership with local responsibility granted for operational management of issues.
A long-term, risk-reward framework should be mapped out to encourage the supplier to work towards sustainable service improvements instead of shorter-term quick fixes.
A strategic alignment should be sought with the supplier where values, goals and cultural fit are similar to that of the financial services organization.
Implementation of a joint partnership team to initially ensure a smooth transition of the service to the new supplier and to subsequently manage on-going service improvement.
Question 2
Refer to Scenario
An IT services company has been providing hosted and managed IT services to a number of major customers for over 20 years. It has invested heavily in ITIL-based service management processes over the last five years, which has resulted in an increase in the quality of the IT services and an increase in customer satisfaction with the services. This activity has led to a significant growth in the number of customers that the company serves.
The company has implemented all of the service design, service transition and service operation processes to some extent, and is now developing other processes based on ITIL service strategy. As a result of this latest activity they have recognized that their existing service management tool is limited in its ability to support several existing processes, and all of the planned new ones. The supplier of the existing tool is reducing its investment in future development of the tool and is, therefore, unwilling to commit to any additional new facilities or functionality. This has now become an issue for the company and, as a result, they are looking to replace the existing tool with a more comprehensive alternative.
The company plans to develop a requirements specification for the replacement tool and is redwing the areas that need to be considered, including its deployment throughout the organization. The budget for the new tool is limited, therefore it is essential that the new tool can be implemented and used as quickly as possible in order to obtain maximum return on investment (ROI).
Which one of the following options provides the BEST description of the areas that should be addressed by the requirements specification for the new tool?
A. The utility and warranty, and service acceptance criteria of the new tool
The ability to customize the tool to the organization's requirements
The number of potential users of the tool together with the number of licenses and their geographical locations required for its deployment
The timing of the deployment and the associated tool documentation.
B. The utility and warranty of the new tool
The conformance of the tool to international open standards
The planned use of the tool within the organization, together with the type and number of licenses required for its deployment
The timing of the deployment and the associated tool training and education.
C. The usability and functionality of the new tool
The ability to customize the tool to the organization's requirements
The planned use of the tool within the organization, together with the number of customers and users of the services and their geographical locations
The plans for the deployment and the associated documentation needed for the tool.
D. The utility and warranty, and service acceptance criteria of the new tool
The ability to migrate data from existing tools and to integrate with other tools
The planned use of the tool within the organization, together with the type and number of licenses required for its deployment
The type and timing of the deployment and the associated tool training and education.
Solutions:
| Question 1 Answer: D | Question 2 Answer: D |
Norton 
Upton 
Cheryl 
Gene 
Milo 
Ursula 
Solomon 
Quincy 
Ellis 
Sarah 
Eleanore 
Marshall 
Gustave 
Helen 
Saxon 
Marina 
Wordsworth 
