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ITIL® Service Offering and Agreements

Overview

The ITIL Service Offerings and Agreements module is one of the certification tracks offered in the ITIL Service Capability work stream. This track emphasizes on the real life application of the ITIL SOA best practices enabling organizations and professionals to manage portfolios, service level requirements, service catalogues, demands, suppliers and finances.

In ITIL Service Offering and Agreements course, participants will learn about the principles, concepts, processes and best practices described in the ITIL service offerings and agreements syllabus. Service offerings and agreements covers information from the ITIL Service Design and ITIL Service Strategy core volumes. This course focuses on creating, managing and showing service offerings in an organization, as well as understanding financial and supplier aspects of those service offerings. This course focuses on hands-on information about designing and implementing these processes.

The ITIL Foundation certification is a pre-requisite to take the exam at the end of the class. Proof of certification must be provided in order to receive service offerings and agreements exam results.

Please note, this course and all of our accredited ITIL courses are only offered together with the respective exam.

ITIL is a registered trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

Schedule Classes

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What You'll learn

  • Review of basic service management concepts
  • Business relationship management
  • Service portfolio management
  • Financial management for it services
  • Demand management
  • Service catalogue management
  • Service level management
  • Supplier management
  • Technology and implementation considerations

Curriculum

Course introduction and overview

  • History of ITIL
  • What is a service?
  • Utility, warranty and value
  • Assets, resources and capabilities
  • What is a service management?
  • Stakeholders
  • Processes and functions
  • Generic service management roles
  • The service lifecycle map
  • Design coordination
  • Purpose
  • Objectives
  • Scope
  • Business value
  • Policies, principles and basic concepts
  • Activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • Sources of information
  • Critical success factors and key performance indicators
  • Challenges and risks
  • Roles and responsibilities
  • Purpose
  • Objectives
  • Scope
  • Business value
  • Policies, principles and basic concepts
  • Activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • Sources of information
  • Critical success factors and key performance indicators
  • Challenges and risks
  • Roles and responsibilities
  • Purpose
  • Objectives
  • Scope
  • Business value
  • Policies, principles and basic concepts
  • Activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • Sources of information
  • Critical success factors and key performance indicators
  • Challenges and risks
  • Roles and responsibilities
  • Purpose
  • Objectives
  • Scope
  • Business value
  • Policies, principles and basic concepts
  • Activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • Sources of information
  • Critical success factors and key performance indicators
  • Challenges and risks
  • Roles and responsibilities
  • Purpose
  • Objectives
  • Scope
  • Business value
  • Policies, principles and basic concepts
  • Activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • Sources of information
  • Critical success factors and key performance indicators
  • Challenges and risks
  • Roles and responsibilities
  • Good practices for process implementation
  • Generic requirements for service design technology
  • Evaluation criteria for technology and processes
  • Planning and implementing service management technologies
  • Challenges, risks and critical success factors associated with implementing technologies and processes

Prerequisites

In order to pursue this ITIL – SOA certification, having an ITIL Foundation certification (v3 or newer) is mandatory. Ideally, 2 or more years of related work experience is recommended. It is highly advisable to read ITIL Service Strategy 2011 Edition and ITIL Service Design 2011 Edition.

Reach out to us for more information

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Course features

Course Duration
Course Duration

16 hours of live, online, instructor-led training

24x7 Support
24x7 Support

Technical & query support round the clock

Lifetime LMS Access
Lifetime LMS Access

Access all the materials on LMS anytime, anywhere

Price Match Gurantee
Price match Gurantee

Guranteed best price aligning with quality of deliverables

FAQs

The ITIL – Service Offerings and Agreements course is highly recommended for current and aspiring:

  • IT professionals
  • Service desk professionals
  • Business professionals
  • Executive leadership
  • Service management professionals
  • Incident managers
  • Problem managers
  • IT governance professionals
  • Financial management professionals
  • Business relationship managers
  • Service level managers
  • Service transition professionals
  • Release and deployment management professionals
  • Knowledge management professionals
  • Service operation professionals
  • Change managers
  • Quality improvement professionals
  • Continuity planning professionals
  • Information security professionals

A minimum internet speed of 2 MBPS is recommended.

All the sessions are recorded. So even if you miss a class, you can access a recorded video of the session in your LMS.

You will get lifetime access to LMS and all the learning material in it.