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.
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What You'll learn
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
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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.