ITIL v3 Service Offerings & Agreements Course Overview

The ITIL® Intermediate Certificate in Service Offerings and Agreement forms part of the Capability series of Intermediate certification modules, which can be taken as stand-alone qualifications or with a view to amassing sufficient credits to gain the ITIL® Service Management Expert qualification.  It will give candidates a deep level of understanding of the Service Offerings and Agreement processes across the Service Lifecycle.

This course will enable delegates with a Foundation-level knowledge of IT Service Management to apply good practice across the Service Lifecycle in processes pertaining to Service Offerings and Agreement.

The course is interactive, combining presentation sessions and group exercises, with plenty of opportunity for questions and discussion.  On completion of the course and the required personal study, delegates will be able to sit the ITIL® Intermediate examination in Service Offerings and Agreement worth 4 credits¹.   (¹ Certain conditions apply - ask your Account Manager for details.)

Who will the Course Benefit?

This course is aimed at individuals who have attained the V3 ITIL® Foundation certificate in Service Management and who wish to advance to higher level ITIL® certifications.  It will give delegates a deep understanding of Service Offerings and Agreement processes and how they may be used to enhance the quality of IT service support.

Individuals who may find this course of interest include IT professionals that are working within an organisation that has adopted and adapted ITIL® and who need to be informed about and contribute to an ongoing service improvement programme, as well as operational staff involved in Service Portfolio Management, Service Catalogue Management, Service Level Management, Demand Management, Supplier Management, Financial Management and Business Relationship Management, and who wish to enhance their role-based capabilities.

Course Objectives

This course will enable participants to:

• Understand the importance of Service Management as a Practice
• Appreciate how all processes in Service Offerings and Agreement interact with other Service Lifecycle Processes
• Identify the processes, activities, methods and functions used in each of the Service Offerings and Agreement processes
• Understand how to use the Service Offerings and Agreement processes, activities and functions to achieve operational excellence
• Explain how to measure Service Offerings and Agreement
• Understand the technology and implementation considerations surrounding Service Offerings and Agreement and the associated Challenges and Risks

Examinations

• Eight complex multiple-choice questions (multi-part, scenario-based, gradient-scoring), closed book
• 90 minutes
• 70% pass mark, distinction mark to be confirmed

Course Materials

Delegates will receive a copy of the ITIL® Intermediate Certificate in Service Offerings and Agreement courseware, and must have access to the Service Strategy and Service Design core volumes, one of which will be provided as part of the course materials.

NOTE: Course technical content is subject to change without notice.

Course Content