Updated in line with the 2011 editions and Service Offering and Agreements (SOA) syllabus, this quick reference guide will help you as you study for the SOA module of the ITIL intermediate capability qualification. It is a handy, portable reference source for practitioners who work with these processes.

Authored and quality assured by itSMF UK.

This guide provides a quick reference to the processes covered by the ITIL Service Offering and Agreements syllabus.

Part of a four-book series covering the Intermediate Capability syllabus.

A handy, portable, pocket-sized reference book, ideal for ITIL practitioners.