NICF- ITIL® Service Offerings and Agreements Certificate


This is one of the ITIL® Intermediate Level courses leading to the ITIL® Expert Certificate. You may refer to the official ITIL® Credit Profiler on suitable course combinations that will lead to the Expert certification.

The 5-day course immerses participants in the practical aspects of the ITIL® Service Lifecycle and processes associated with the implementation and management of the processes and functions involved in Service Offerings and Agreements. The primary focus of this course is on the Service Portfolio Management, Service Catalogue Management, Service Level Management, Demand Management, Supplier Management and Financial Management processes.

Upon successful completion of this course, you will earn 27.5 PDUs (PM: 8, Business: 19.5) that can be used to maintain your PMP® credential. Note that for the purpose of PDU reporting by those with PMP® credentials, the PMI REP Provider Number of ISS is “2339”.

Upcoming Classes

Class 1 07 Nov 2019 to 13 Nov 2019 (Full Time)

Duration: 5 days

09:00am to 05:00pm

Key Takeaways

  • How to manage and maintain close relationship with customer
  • How to understand their needs and translate them to offerings and agreements
  • How to ensure service levels achieved from offerings/agreements can satisfy customers
  • How to ensure suppliers are able to help you achieve the above
  • How to ensure that the above are carried out in a financially effective manner

Who Should Attend

The course is designed for:

  • IT professionals involved in IT service management implementation and improvement programmes
  • Operational staff, managers, team leaders involved in Service Portfolio Management, Service Catalogue Management, Service Level Management, Demand Management, Supplier Management and Financial Management


ITIL® Foundation v3 Certificate (or v3 Foundation Bridge certificate)

What Will Be Covered

  • Introduction and overview
  • Demand management
  • Service portfolio
  • Service catalogue management
  • Service level management
  • Supplier management
  • Financial management
  • Business relationship manager
  • Roles and responsibilities
  • Technology & implementation considerations
  • Service offerings and agreements simulation


Lectures, discussions, class exercises, workshops, quiz and certification exam


Course fees and exam fees are payable as follows:

(a) Course Fees

International Participants


Full course fee



7% GST on full course fee



Total nett course fee payable, including GST



Singaporeans aged 25 and above can use their SkillsFuture Credit to pay for course fees, apart from government subsidies. For more information, click here.

(b) Exam Fees

International Participants/S'poreans/PRs1

Exam fee 


7% GST on fee


Total fee payable S$429.28

1up to 70% CITREP+ funding for Professionals (Singaporeans and Singapore PRs) and 100% CITREP+ funding for Students / NSF (Singaporeans) is available for the net payable exam fee

CITREP+ Endorsement

In Partnership With:                          Driven by:   

TeSA_1_with an initiative of skillsfuturelogo-imda


CITREP+ supports:

  • up to 70% of the exam fees, capped at $500 (exam only) per trainee for Professionals
  • up to 100% of the exam fees, capped at $500 (exam only) per trainee for Students and/or Full-Time National Service (NSF). For more details, please refer to CITREP+ Claim Application Guide

Funding support is eligible for Singapore Citizens and Permanent Residents. Valid for courses and examinations commencing on or before 31 March 2019.

Terms and conditions apply. Please visit for full details.

MR CODE: CITREP+/FY18/MR/18-03/727

Exam & Certificate

Certificate of Completion

The ISS Certificate of Completion will be issued to participants who have attended at least 75% of the course.

WSQ Assessment

  • Broad Schedule of Assessment: During the course after the 2nd day
  • Passing Criteria: Achieve the objectives of the case study scenario workshops
  • Assessment Method: Workshops. For certification exam, refer to ‘Exam Overview’ below

Upon passing the assessment, Statement of Attainment (SOAs) will be issued to certify that the participant has passed the following Competency Units:

  • IT-PM-502S-1 Develop contracts and manage contracted performance
  • IT-GS-403S-1 Relate to client on a business level

Participants may need to attend additional coaching sessions and re-assessments if they do not pass the required competency units. ISS reserves the right not to disclose any information on the course assessment process.

Exam Overview

Examination will be conducted on the last day of the course. It comprises 8 multiple choice, scenario-based, gradient scored questions to be completed within 90 minutes. The passing mark is 70%.

Preparing for Your Course

NUS-ISS Course Registration Terms and Conditions

Find out more.

NUS-ISS and Learner’s Commitment and Responsibilities

Find out more.

WIFI Access

WIFI access will be made available. User ID and password will be provided in the participant’s kit.


Institute of Systems Science, NUS
25 Heng Mui Keng Terrace
Singapore 119615 

Click here for directions to NUS-ISS.

In the event of a change of venue, participants are advised to refer to the acceptance email sent one week prior to the commencement date.

Course Confirmation

All classes are subject to confirmation and ISS will send an acceptance email to participants one week prior to the commencement date. Confirmed registrants are to attend and complete all lectures, class exercises, workshops and assessments (where applicable). Additionally, all responses to feedbacks and surveys conducted by ISS and its partners must be submitted. All training and assessments will be delivered as described in the course webpage.

General Enquiry

Please feel free to write to or call 6516 2093 if you have any enquiry or feedback.


Mr. Harold Petersen

UXC Consulting View Profile >

Mr. Jamie Donoghue

VisionLed View Profile >

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