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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: | French, Portuguese, Spanish, German, Italian, English |
| Passing Score: | 70% (28 out of 40 marks) |
| Exam Format: | Complex case-study format, Scenario-based multiple-choice, Closed-book |
| Related Certifications: | ITIL Intermediate Qualifications Managing Across the Lifecycle (MALC) ITIL Expert |
| Real Exam Qty: | 8 complex scenario-based items (40 total marks) |
| Certificate Validity Period: | Lifetime (no renewal required under ITIL v3 scheme) |
| Exam Price: | $300–$500 USD (varies by region/provider) |
| Recommended Training: | Accredited Training Organizations (ATO) |
| Exam Registration: | PeopleCert Exam Registration Axelos Official Page |
| 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 |
|---|---|---|
| Supplier Management | 15% | - Supplier performance evaluation - Supplier lifecycle and contract management - Objectives and scope |
| Service Catalog Management | 12% | - Production and maintenance of service catalog - Business vs technical views - Objectives and scope |
| Demand Management | 10% | - Influencing and managing demand - Patterns of business activity - Interface with capacity management |
| Service Portfolio Management | 15% | - Portfolio management processes - Objectives, scope, and activities - Relationship with other processes |
| Roles, Technology, and Implementation | 5% | - Challenges, risks, and critical success factors - Tools and supporting technology - Key roles and responsibilities |
| Service Level Management | 18% | - Monitoring and reporting - SLA, OLA, and UC structure - Review and improvement |
| Financial Management for IT Services | 15% | - Cost models and ROI - Budgeting, accounting, and charging - Value demonstration |
| Introduction to Service Offerings and Agreements | 10% | - Purpose, goals, and scope of SOA - Value to the business - Links to ITIL service lifecycle |
The Peoplecert ITIL-SOA Exam, Question by Question
The ITIL-SOA exam is how Peoplecert decides who earns the ITIL Intermediate Certificate in Service Offerings and Agreements certification, which sits at the Intermediate (Service Capability Stream) level. It measures practical command of the Peoplecert ITIL Intermediate Module - Service Offerings and Agreements objectives — the skills you'd actually use on the job — which is why it carries weight with employers in a competitive market. It's also part of a wider certification family that includes ITIL Expert, ITIL Intermediate Qualifications, Managing Across the Lifecycle (MALC), so the effort you invest here keeps paying off as you advance. Candidates do best when they treat the exam as a skills check, not a memory test.
Peoplecert organizes the Peoplecert ITIL Intermediate Module - Service Offerings and Agreements syllabus into 8 domains, opening with Service Catalog Management (12%), Roles, Technology, and Implementation (5%), and Supplier Management (15%). Those weightings are a gift: they tell you where the points concentrate, so you can front-load the domains that decide your score. The full breakdown lives in the exam topics section above — build your study plan around it.
Expect 8 complex scenario-based items (40 total marks) questions within 90 (113 for non-native English speakers) on the Peoplecert ITIL Intermediate Module - Service Offerings and Agreements exam. Treat that ratio as a pacing contract: work out your per-question budget now, and during the exam, flag anything that threatens to overrun it and circle back later. Candidates who rehearse this under a real timer — the ExamsTorrent test engine runs one on every mock exam — consistently finish with time to review instead of guessing through the final questions.
You'll need 70% (28 out of 40 marks) to pass the Peoplecert ITIL Intermediate Module - Service Offerings and Agreements exam, and a seat costs $300–$500 USD (varies by region/provider). Since retakes bill the full fee again, the economics are simple: arrive over-prepared. The reliable method is timed self-testing — run ExamsTorrent practice exams until your scores sit clearly above the passing mark across several sessions, then register. You're not buying certainty; you're refusing to pay for the same exam twice.
Peoplecert lists the Peoplecert ITIL Intermediate Module - Service Offerings and Agreements question types as: Closed-book, Scenario-based multiple-choice, Complex case-study format. Knowing the list is half the battle; the other half is practicing against each type until its mechanics are boring. For lengthy scenario items, anchor on the actual question sentence before digesting the stem. ExamsTorrent's 14 practice questions cover these formats, so nothing on your screen in the exam room is a first encounter.
The Peoplecert ITIL Intermediate Module - Service Offerings and Agreements exam is currently available in English, Spanish, German, French, Italian, Portuguese. Pick the language where your reading speed is highest — in a timed exam, comprehension pace quietly decides borderline scores. If you're testing in English, ExamsTorrent's English-language ITIL-SOA practice questions double as drills for the exact terminology Peoplecert favors.
Passing the Peoplecert ITIL Intermediate Module - Service Offerings and Agreements exam earns you a credential that stays valid for Lifetime (no renewal required under ITIL v3 scheme). Put the expiry date somewhere you'll see it — renewal is painless when planned and painful when discovered late. Because Peoplecert owns the recertification policy and revises it from time to time, check the official certification page well before your renewal window opens.
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Peoplecert ITIL Intermediate Module - Service Offerings and Agreements Sample Questions:
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 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. - B. 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. - C. 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. - D. 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.
Correct Answer: C 🗳️
Scenario
An internet banking organization plans to expand operations outside of its current market. Whilst the exact details have yet to be established, it is clear that the IT organization must expand its service offerings within the current portfolio in order to support this growth. It is equally apparent that external customer needs for banking will vary from market to market and that consequently this will require development of completely new service offerings.
You are the head of service within the IT organization. You helped the organization adopt the ITIL framework some years ago and now have most processes in place. Service owners are allocated for the main IT services. Mature service portfolio, service catalogue and service level management processes are in place.
The expansion requires ownership of a business relationship management process and you are considering the role profile for this post.
Refer to the Scenario.
Which one of the following options provides the BEST overview of the business relationship manager's (BRM) responsibilities which will be key to support the expansion?
- A. The BRM will engage actively with the customers, gain their trust, and help them develop their business area. This would help both the IT organization and the company become more successful. If the BRM commits time and energy, it should be possible to improve the IT services quickly to meet the needs of the expansion program and therefore achieve the business objectives. The BRM should take responsibility for the services and their development, while the service level manager will take responsibility for customer liaison. The BRM will take ultimate responsibility for ensuring the customer needs are met by the service provider by managing any third parties in the emerging markets.
- B. The BRM will have primary responsibility for engaging actively with the customers. They should develop a mutual understanding with the customers and have a good working knowledge of their business. The BRM would also work closely with the service owners to understand the profile and usage of the IT services, to help develop the IT services and to create a new service catalogue for the new markets. The BRM will articulate service provider business requirement to the customer to prevent them asking for services that would involve them paying more for the IT service they receive.
- C. The BRM will engage actively with the customers, gain a good insight into their business and plans, and develop a strong working relationship. The BRM will identify the business requirements associated with the expansion program especially concentrating on gaining a clear understanding of business outcomes and business drivers. The BRM will liaise with the service portfolio manager to understand how the business outcomes can be supported by IT services, and, where possible, create new services and service offerings for inclusion in the service catalogue. It is key that the BRM understands how changes to the customer environment in different operating markets might affect the delivery of services.
- D. The BRM will engage actively with the customers, gain a good insight into their business and plans, and develop a strong working relationship. The BRM will work closely with the customer to understand the value proposition of any new IT services that will be required to support the expansion program. The BRM will liaise with the service level manager and service owners to develop the designs of any new IT services, thereby creating value for both parties. The BRM will ensure customer expectations of new services do not exceed what they have agreed to pay for.
Correct Answer: C 🗳️
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