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ITIL Intermediate Module – Service Offerings and Agreements Exam (ITIL-SOA) - PCERT Exam Questions
Last updated on June 20, 2026
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Question
Scenario A clothing manufacturer has made a decision to supplement factory-based retail outlets by opening a series of stores at out-of-town shopping malls. The internal IT organization provides support to many mission-critical business systems for both the manufacturing and retail operations. It must increase its portfolio of services and service options to meet the planned new expansion. Typically, the business is subject to seasonal patterns of demand,
which recently have begun to exceed the capability of some of the IT services. This has led to periods of poor performance of some of the critical systems and therefore to degraded service quality. In periods of minimal demand, there is a surplus of capacity and performance is optimal. There is concern that the additional business demand from the new stores will exacerbate these
service performance issues.
The board of directors, made up of representatives from each business unit, has asked for a review of the business supply and demand issues currently being faced by the IT organization. Many service management processes have been implemented including service portfolio management and capacity management. However, IT does not have a demand management process. Additionally, performance levels on many of the supporting services have remained unchanged for the past 3 years, even though some may now be less relevant to the overall performance of the critical services.
Refer to the Scenario. The review of the supply and demand issues concluded that the implementation of a demand management process could help the IT organization address the issues. Which one of the following options provides the BEST solution to both the problems currently being faced and those related to the proposed expansion?
which recently have begun to exceed the capability of some of the IT services. This has led to periods of poor performance of some of the critical systems and therefore to degraded service quality. In periods of minimal demand, there is a surplus of capacity and performance is optimal. There is concern that the additional business demand from the new stores will exacerbate these
service performance issues.
The board of directors, made up of representatives from each business unit, has asked for a review of the business supply and demand issues currently being faced by the IT organization. Many service management processes have been implemented including service portfolio management and capacity management. However, IT does not have a demand management process. Additionally, performance levels on many of the supporting services have remained unchanged for the past 3 years, even though some may now be less relevant to the overall performance of the critical services.
Refer to the Scenario. The review of the supply and demand issues concluded that the implementation of a demand management process could help the IT organization address the issues. Which one of the following options provides the BEST solution to both the problems currently being faced and those related to the proposed expansion?
Options
A
The service portfolio should be reviewed and the business unit’s cumulative service usage should be reviewed, monitored and analyzed.
Work with the business to develop short-term measures to manage demand for the IT services, such as delayed or batch processing of retail transactions.
Service levels should be reviewed to take into account changes to supporting service performance
targets and, where applicable, agreements should be updated through change management.
Work with the business to develop short-term measures to manage demand for the IT services, such as delayed or batch processing of retail transactions.
Service levels should be reviewed to take into account changes to supporting service performance
targets and, where applicable, agreements should be updated through change management.
B
The service portfolio should be reviewed and an analysis carried out of each business unit’s requirements in order to understand their patterns of business activity (PBA) and corresponding usage of the IT services.
Differentiated service offerings should be developed to match PBA; this will make better use of available IT resources. Supporting service performance targets should be amended to reflect these changes.
Work with business relationship management and capacity management to develop long term plans to meet the extra demand resulting from the company’s expansion plans.
Differentiated service offerings should be developed to match PBA; this will make better use of available IT resources. Supporting service performance targets should be amended to reflect these changes.
Work with business relationship management and capacity management to develop long term plans to meet the extra demand resulting from the company’s expansion plans.
C
An analysis should be carried out of each business unit’s patterns of business activity (PBA), and appropriate services for each business unit selected from the service catalogue.
In conjunction with the finance department, a revised cost model should be introduced to allow for the fluctuation in usage and costs.
Differential charging should be introduced to address the issues of service quality.
In conjunction with the finance department, a revised cost model should be introduced to allow for the fluctuation in usage and costs.
Differential charging should be introduced to address the issues of service quality.
D
The service portfolio should be reviewed and an analysis carried out of each business unit’s requirements to understand their current usage of the IT services and where seasonal variations lead to fluctuations in usage.
Discussions should take place with the business units to impose limits within specific time periods for each business unit’s usage of IT services.
Work with business relationship management and capacity management to develop long term plans to meet the extra demand resulting from the company’s expansion plans.
Discussions should take place with the business units to impose limits within specific time periods for each business unit’s usage of IT services.
Work with business relationship management and capacity management to develop long term plans to meet the extra demand resulting from the company’s expansion plans.
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2
Question
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?
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?
Options
A
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.
B
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.
C
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.
D
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.
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3
Question
Scenario A commercial IT services company has been successful for many years. Its key strategic differentiator has been the provision of new services to meet customers’ needs in very short lead times. Recently profits have dipped, forcing senior management to take a look at the lifecycle costs of providing the IT services to their external customers. The organization has had a service catalogue containing customer and supporting views for some time. It is an essential source of information about the IT services and is used by both the business relationship managers and the IT services teams. Services are designed internally but often transitioned and operated in partnership with other suppliers.
For each service, the service catalogue currently contains:
• A description of the service
• Summary of the service level targets
• The level of support and support details
• Details of the supporting services and components
• Details of services obtained from suppliers
When sales leads are obtained from potential new customers, the requirements are compared with services in the service catalogue and, if no matching service can be found, a project is set up to quickly develop a new service. In the past this has been justified as meeting the needs of the customers, and full business cases were not developed. A senior service manager has suggested introducing a service portfolio management process and needs to get the support of the IT management team. The management team wishes to know what extra information would be included in a service portfolio over and above what is already in the
service catalogue and what value it would be to them.
The company is looking to restrict investment in new resources. Therefore, only a few projects can be authorized in the next budget cycle.
Refer to the Scenario.
Which one of the following sets of statements BEST describes the elements that a service portfolio contains in addition to the elements in a service catalogue, and describes the additional value service portfolio management would bring to the IT services company in resolving their current issues?
For each service, the service catalogue currently contains:
• A description of the service
• Summary of the service level targets
• The level of support and support details
• Details of the supporting services and components
• Details of services obtained from suppliers
When sales leads are obtained from potential new customers, the requirements are compared with services in the service catalogue and, if no matching service can be found, a project is set up to quickly develop a new service. In the past this has been justified as meeting the needs of the customers, and full business cases were not developed. A senior service manager has suggested introducing a service portfolio management process and needs to get the support of the IT management team. The management team wishes to know what extra information would be included in a service portfolio over and above what is already in the
service catalogue and what value it would be to them.
The company is looking to restrict investment in new resources. Therefore, only a few projects can be authorized in the next budget cycle.
Refer to the Scenario.
Which one of the following sets of statements BEST describes the elements that a service portfolio contains in addition to the elements in a service catalogue, and describes the additional value service portfolio management would bring to the IT services company in resolving their current issues?
Options
A
The service portfolio will include: business cases; risks; investment priorities; value propositions.
The service portfolio will show where resources are used across all stages of the service lifecycle both within the provider and where they have been acquired from suppliers.
Service portfolio management will improve the organization’s ability to compare potential
investments and make sound decisions.
The service portfolio will show where resources are used across all stages of the service lifecycle both within the provider and where they have been acquired from suppliers.
Service portfolio management will improve the organization’s ability to compare potential
investments and make sound decisions.
B
The service portfolio will include: resource allocation; support terms and conditions; ordering and request procedures; the value proposition; offerings and packages.
The service portfolio will show where additional resources will be required to operate new services.
Service portfolio management will enable the organization to rationalize existing services to optimize
the use of resources.
The service portfolio will show where additional resources will be required to operate new services.
Service portfolio management will enable the organization to rationalize existing services to optimize
the use of resources.
C
The service portfolio will include: business cases; risks; business outcomes supported; cost and pricing.
The service portfolio will show the proportion of resources acquired from key suppliers so that the cost of new services can be accurately estimated.
Creating a service portfolio that includes services in the service pipeline, as well as those in the
service catalogue, will enable new services currently being developed to be included in service
offerings. This increased visibility of new services extends the range available for new opportunities.
The service portfolio will show the proportion of resources acquired from key suppliers so that the cost of new services can be accurately estimated.
Creating a service portfolio that includes services in the service pipeline, as well as those in the
service catalogue, will enable new services currently being developed to be included in service
offerings. This increased visibility of new services extends the range available for new opportunities.
D
The service portfolio will include: ordering and request procedures; service level targets; support terms and conditions; details of services obtained from suppliers.
The service portfolio will show the resources and capabilities that are needed to improve the services in the service catalogue.
Service portfolio management will enable the organization to expand the service catalogue to
include details of service requests and standard changes, providing a valuable self-help portal to users.
The service portfolio will show the resources and capabilities that are needed to improve the services in the service catalogue.
Service portfolio management will enable the organization to expand the service catalogue to
include details of service requests and standard changes, providing a valuable self-help portal to users.
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4
Question
Scenario The IT organization of a manufacturing company is carrying out an annual review of its service portfolio. There is limited budget available for the next year and some projects may be delayed or cancelled. The company has control of most of its IT services, however some are mandated by the company's corporate owners.
The following services are under review:
• Service 1: Web ordering service. This is a new service that will enable the company to fulfill its
strategy to sell products on-line and increase its customer base by 20%. Only high-level business
requirements have been established so far but. if the project goes ahead, the system will be provided by a supplier using standard applications and technology. A business case has been created which shows the ratio of value-to-cost to be much greater than one.
• Service 2: Sales office service. The service has grown from a number of separate applications that
have been combined into one suite. The technical solution for each application is similar but some use different versions of the same operating system. The applications themselves provide the required utility and support their business outcomes well. There is some overlap in functionality across the set of applications contained in the service suite.
• Service 3: Finance reporting service. The service is used by the finance department to create
statutory reports to fulfill legal obligations. The service is hosted on a legacy system. The cost of supporting the service is increasing gradually and the return obtained from the service is decreasing. Eventually the service will be replaced by the new enterprise resource planning (ERP) service. It is projected that, over the next two years, the ratio of value-to-cost will drop to less than one.
• Service 4: This is a new ERP service that is being implemented across all companies in the
corporate group. It will eventually replace many existing services including the finance reporting
service. The service has been approved and chartered, and has a current status of "design". A large
number of assets have been allocated to this project. As this service is mandated by the corporate owners, no further decision is required.
Refer to Scenario: As part of the service portfolio management team you have been asked to recommend whether investments should be made in these services in the next year.
Which of the following options is the BEST set of decisions to make for the services?
The following services are under review:
• Service 1: Web ordering service. This is a new service that will enable the company to fulfill its
strategy to sell products on-line and increase its customer base by 20%. Only high-level business
requirements have been established so far but. if the project goes ahead, the system will be provided by a supplier using standard applications and technology. A business case has been created which shows the ratio of value-to-cost to be much greater than one.
• Service 2: Sales office service. The service has grown from a number of separate applications that
have been combined into one suite. The technical solution for each application is similar but some use different versions of the same operating system. The applications themselves provide the required utility and support their business outcomes well. There is some overlap in functionality across the set of applications contained in the service suite.
• Service 3: Finance reporting service. The service is used by the finance department to create
statutory reports to fulfill legal obligations. The service is hosted on a legacy system. The cost of supporting the service is increasing gradually and the return obtained from the service is decreasing. Eventually the service will be replaced by the new enterprise resource planning (ERP) service. It is projected that, over the next two years, the ratio of value-to-cost will drop to less than one.
• Service 4: This is a new ERP service that is being implemented across all companies in the
corporate group. It will eventually replace many existing services including the finance reporting
service. The service has been approved and chartered, and has a current status of "design". A large
number of assets have been allocated to this project. As this service is mandated by the corporate owners, no further decision is required.
Refer to Scenario: As part of the service portfolio management team you have been asked to recommend whether investments should be made in these services in the next year.
Which of the following options is the BEST set of decisions to make for the services?
Options
A
Service 1 - promote to the service catalogue. Allocate resources to the transition stage of the
project
Service 2 – re-factor. Set up project to redesign the applications to concentrate on the core
functionality of the service
Service 3 - retain. As the service is needed to fulfill legal and statutory compliance it should be
retained.
project
Service 2 – re-factor. Set up project to redesign the applications to concentrate on the core
functionality of the service
Service 3 - retain. As the service is needed to fulfill legal and statutory compliance it should be
retained.
B
Service 1 - invest. Charter the service and set up a service design project
Service 2 - replace. Set up project to replace the set of applications with a single application designed
to support the business outcomes
Service 3 - retire. Mark the service for retirement and set up a retirement project. This will make best
use of resources and ensure that information is migrated to the ERP service.
Service 2 - replace. Set up project to replace the set of applications with a single application designed
to support the business outcomes
Service 3 - retire. Mark the service for retirement and set up a retirement project. This will make best
use of resources and ensure that information is migrated to the ERP service.
C
Service 1 - promote to the service catalogue, project
Service 2 - retain. Keep the service and support
Service 3 - delay decision. It is likely that this project will use assets that will be allocated review.
Allocate resources to the transition stage of the it in its current form service will be retired, but not yet. The retirement elsewhere this year. Reconsider at next annual
Service 2 - retain. Keep the service and support
Service 3 - delay decision. It is likely that this project will use assets that will be allocated review.
Allocate resources to the transition stage of the it in its current form service will be retired, but not yet. The retirement elsewhere this year. Reconsider at next annual
D
Service 1 - invest. Charter the service and set up a service design project
Service 2 - rationalize. Set up a project to identify the best way of retaining the support of the
business outcomes but eliminating the duplication of functionality and supporting components
Service 3 - delay decision. It is likely that this service will be retired, but not yet. The retirement
project will use assets that will be allocated elsewhere this year. Reconsider at next annual review.
Service 2 - rationalize. Set up a project to identify the best way of retaining the support of the
business outcomes but eliminating the duplication of functionality and supporting components
Service 3 - delay decision. It is likely that this service will be retired, but not yet. The retirement
project will use assets that will be allocated elsewhere this year. Reconsider at next annual review.
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5
Question
Scenario A flower delivery company introduced ITIL-based service management processes 12 months ago. One major benefit of the associated service improvement initiatives was that the service availability
of the business critical on-line flower ordering IT service increased from 97% to 98.9% over the last
quarter. This exceeds the service availability target of 98.5%. Last month, reports were circulated
showing the availability improvement. The service level manager is chairing a service review meeting to review the progress and report upon this achievement. The customer managers acknowledge the improvement but despite the reports of improved service availability, a major service outage occurred during the busiest week of
the year when over 25% of the annual business revenue is normally earned. Although IT dealt with
the outage satisfactorily, the loss of revenue and credibility in this mission critical, high-visibility trading period are serious concerns. The customer managers are concerned that the reporting does not seem to reflect this or their actual perception of the service.
Agreement is reached at the meeting to address two primary concerns:
1. Service availability targets for the mission critical periods are to be revised.
2. Amended and more representative business reports are to be produced.
Refer to the Scenario.
Which one of the following options will BEST ensure that the primary concerns related to the revision and reporting of targets are addressed?
of the business critical on-line flower ordering IT service increased from 97% to 98.9% over the last
quarter. This exceeds the service availability target of 98.5%. Last month, reports were circulated
showing the availability improvement. The service level manager is chairing a service review meeting to review the progress and report upon this achievement. The customer managers acknowledge the improvement but despite the reports of improved service availability, a major service outage occurred during the busiest week of
the year when over 25% of the annual business revenue is normally earned. Although IT dealt with
the outage satisfactorily, the loss of revenue and credibility in this mission critical, high-visibility trading period are serious concerns. The customer managers are concerned that the reporting does not seem to reflect this or their actual perception of the service.
Agreement is reached at the meeting to address two primary concerns:
1. Service availability targets for the mission critical periods are to be revised.
2. Amended and more representative business reports are to be produced.
Refer to the Scenario.
Which one of the following options will BEST ensure that the primary concerns related to the revision and reporting of targets are addressed?
Options
A
Review the requirements for service availability against the data collection and measurement currently provided by the IT teams. Design availability metrics and controls to report any variances at the monthly service review meetings, as well as how these variances will be addressed in the future.
Internal IT staff and a customer manager will attend the service review meetings. All changes have to be agreed in the service review meetings before any actions can be performed, thus forcing the customer to come to the meetings and reach agreement before any improvement work or change can occur.
Internal IT staff and a customer manager will attend the service review meetings. All changes have to be agreed in the service review meetings before any actions can be performed, thus forcing the customer to come to the meetings and reach agreement before any improvement work or change can occur.
B
Determine what information each IT team can provide regarding the collection and reporting of component availability. Implement revised mechanisms for the analysis, calculation and reporting of
service availability. Ensure that event management is implemented to trigger alerts in response to
availability issues. This will allow for reactive measures to be introduced so that, if services fail to meet their availability targets, proper actions can be taken to mitigate future failures.
service availability. Ensure that event management is implemented to trigger alerts in response to
availability issues. This will allow for reactive measures to be introduced so that, if services fail to meet their availability targets, proper actions can be taken to mitigate future failures.
C
Meet with the customer managers to conduct a thorough review of all services and document all revised service level requirements (SLRs), ensuring that business impact and seasonal variations are taken into account. The SLRs should be transformed into a balanced scorecard of service targets with a dashboard for reporting purposes. Mechanisms should be agreed and implemented to collect,
analyze and report against the agreed service targets using the change management process.
Reports should be circulated to customer managers five working days in advance of service review meetings.
analyze and report against the agreed service targets using the change management process.
Reports should be circulated to customer managers five working days in advance of service review meetings.
D
Meet with the customer managers to review and document their availability requirements,
ensuring that business impact and seasonal variations are taken into account. Review the monitoring and measurement mechanisms and ensure that they can measure both component and end-to-end
service availability. Agree the revised service availability reporting requirements with the customer.
Agree and revise service level agreements and operational level agreements as necessary and implement any changes to the monitoring and reporting mechanisms using the change management process.
ensuring that business impact and seasonal variations are taken into account. Review the monitoring and measurement mechanisms and ensure that they can measure both component and end-to-end
service availability. Agree the revised service availability reporting requirements with the customer.
Agree and revise service level agreements and operational level agreements as necessary and implement any changes to the monitoring and reporting mechanisms using the change management process.
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