Courses

IT3SOA: ITIL Service Capability Service Offerings and Agreements

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About this Course

This 5 day course delves into the practical aspects of the ITIL Service Lifecycle and processes relating to the Service Offerings & Agreements for IT Services. The requirements, activities, methods and approaches for implementing and managing these processes will be covered in a practical, hands-on learning environment through the use of our quality course material and an engaging scenario-based case study.

Audience

This course is intended for individuals and IT professionals who require a deeper understanding of the ITIL Service Offerings & Agreements processes and how they may be used to enhance the overall quality of IT Service support and delivery. It is also suitable for operational staff who wish to enhance their role-based capabilities.

Prerequisites

A pass in the ITIL V3 or 2011 Foundation certificate or the ITIL V2-V3 Bridging certificate from wither EXIN, ISEB or APMG. Proof will need to be provided before attending the course. Students are also advised to read the ITIL Service Lifecycle core publications prior to the commencement of this course, or the sections relating to the Service Offerings & Agreements processes in particular.

We recommend that course participants are familiar with the 5 ITIL Core Publications prior to attending the course. In particular, the Service Strategy Book and the Service Design Book. The ITIL Books are not included with this course.

We estimate approximately 10 hours of personal study will be required.

At Course Completion

Proven industry best practice provides knowledge on ITIL terminology, process structure, roles, functions and activities that will assist in understanding how the processes within Service Offerings and Agreements support the Service Lifecycle approach as described in ITIL. The course provides participants with practical guidance about the important role of Service Offerings and Agreements in service provision and an understanding of how the processes interact with other Service Lifecycle processes.

This course concludes with a 90 minute examination, consisting of 8 multiple choice, scenario-based, gradient scored questions. Each question will have four possible answer options, one is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark and one which is a distractor and achieves no marks. Students must achieve a score of 28 out of 40 (or 70%) in order to have passed this examination. Successfully attaining the ITIL Intermediate Certificate for Service Offerings & Agreements provides 4 credits towards the maximum 22 required in order to achieve the ITIL Expert qualification.

Course Outline

Key Topics:                    

• An introduction to Service Offerings and Agreements
• Service Portfolio Management - documenting services provided in business terms
• Service Catalogue Management - business & technical service catalogues
• Service Level Management - define and manage service level agreements
• Demand Management - identifies patterns of business activity for services
• Supplier Management - management of all suppliers, partners & contracts
• Financial Management - ensures service value is understood & managed
• Business Relationship Managers - represents customers needs & requirements
• Service Offerings & Agreements roles and responsibilities
• Technology & implementation considerations

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