Overview

This 5 day instructor led course is one of four Capability courses that fit into the intermediate stream for ITIL® Version 3 certification. It is a free-standing qualification but it is also a module contributing to the ITIL® Expert in IT Service Management Certificate.

The Service Offerings and Agreements Course provides in-depth practical advice and guidance on process structure, roles, functions and activities that will enable role focused capability and competency in relation to:

• Service Portfolio Management
• Service Catalogue Management
• Service Level Management
• Demand Management
• Supplier Management
• Financial Management
• Business Relationship Management

Key Learning Objectives
 
Attendance on this course will:

• Provide core knowledge of ITIL® terminology, process structure, roles, functions and activities that will enable role focused capability and competency in support of the Service Lifecycle approach as described in ITIL®.
• Provide delegates with practical guidance on the design and implementation of an integrated end-to-end processes based on proven industry best practice guidelines.
• Prepare delegates for the ITIL® Capability examination in Service Offerings & Agreements

Who will benefit?

• Individuals who have attained the V3 ITIL® Foundation certificate in Service Management, or the V3 Foundation Bridge certificate and who wish to advance to higher level ITIL® certifications
• Individuals who require a practical understanding of the Service Offerings and Agreement processes and how they may be used to enhance the quality of IT service within an organisation
• Operational staff involved in Service Portfolio Management; Service Catalogue Management; Service Level Management; Demand Management; Supplier Management; Financial Management and Business Relationship Management who wish to enhance their role-based capabilities.

Content / Syllabus
 
The ‘core’ content of this course includes:

• Service Management as a Practice.
• Processes across the Service Lifecycle pertaining to the Service Offerings and Agreement curriculum.
• Service Portfolio Management which provides documentation for services and prospective services in business terms.
• Service Catalogue Management which is concerned with the production and documentation of the Service Catalogue from a business and a technical viewpoint.
• Service Level Management which sets up a Service Level Agreement (SLA) structure and ensures that all SLAs have an underpinning support structure in place.
• Demand Management which identifies Patterns of Business Activity to enable the appropriate strategy to be implemented.
• Supplier Management which ensures all partners and suppliers are managed in the appropriate way and includes contract management.
• Financial Management which includes ensuring understanding of the service value and the management of all financial considerations.
• Business Relationship Managers who have responsibility to represent customers and ensure the Service Catalogue and Portfolio have the right needs.
• Operational activities of processes covered in other lifecycle phases such as Incident and Change Management.
• Common Service Operation activities related to Service Offerings and Agreement.
• Organizing for Service Operation which describe functions to be performed within Service Offerings and Agreement.
• Service Offerings and Agreement roles and responsibilities.
• Technology and Implementation Considerations.
• Challenges, Critical Success Factors and risks.
• CSI as a consequence of effective Service Offerings and Agreement.

Examination & Qualification

The course is a part of the ITIL® v3 Intermediate qualification scheme.
The examination will consist of a complex multiple choice, closed book paper, to be completed within 90 minutes. The pass mark will be 65% or higher.
Successful candidates will be awarded 4 credits towards the ITIL® Expert qualification.

See the course location and schedule page to book your place on this course.