ITIL® Service Offering and Agreements

Course Code: 7009

Overview
Schedule classes
What you'll learn
Outline
Prerequisites
Who should attend
Certification

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.

Schedule Classes

Looking for more sessions of this class?

Course Delivery

This course is available in the following formats:

Live Classroom
Duration: 5 days

Live Virtual Classroom
Duration: 5 days

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

Outline

Module 1: Course Introduction

Course Introduction

Module 2: Basic Concepts of Service Management

History of ITIL
What is a service?
Utility, warranty and value
Assets, resources and capabilities
What is service management?
Stakeholders
Processes and function
Generic service management roles
The service lifecycle map
Design coordination

Module 3: Business Relationship Management

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

Module 4: Service Portfolio Management

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

Module 5: Financial Management for IT Services

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

Module 6: Demand Management

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

Module 7: Service Catalogue Management

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

Module 8: Service Level Management

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

Module 9: Supplier Management

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

Module 10: Automation, Tools, Technology and Implementation Considerations

Good practices for process implementation
Good practices for technology design, evaluation and implementation
Evaluation criteria for technology and processes
Planning and implementing service management technologies
Challenges, risks and critical success factors associated with designing, transitioning, and operating service management processes and supporting technologies

Module 11: Exam Review

Exam Review

Module 12: Practice Exam

Practice Exam

Supporting Material

Each participant receives a copy of the following Kindle books:

Service Strategy and Design: Practical Applications of Strategy and Design Concepts, Processes and Best Practices
Core Elements of Service Strategy and Service Design
Service Offerings and Agreements Exam Questions – Set I
Service Offerings and Agreements Exam Questions – Set II

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.

Who Should Attend

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

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ITIL Certification Exam

The ITIL® Service Offerings and Agreements certification exam is an 8 question multiple-choice exam. Native English speakers are allowed 1 hour 30 minutes to complete the exam. If English is your second language you are allowed an additional 30 minutes for a total of 2 hours. The exam is gradient-scored, meaning that for each of the 8 questions there are 4 possible answers. Answers reward a different number of points based on level of accuracy according to the following scale:

Best answer – 5 points
2nd Best answer  – 3 points
3rd Best answer – 1 point
Worst answer – 0 points

A passing score on the exam is 28 or more points out of the 40 possible points, or 70% or above. The ITIL® Service Offerings and Agreements certification is an intermediate-level certification that demonstrates in-depth understanding of the concepts described in the ITIL service strategy and service design core books. The exam can be delivered paper-based or online. Upon passing the certification exam, you are awarded 4 credits in the ITIL® certification scheme.