ITIL® Service Offering and Agreements

Emphasis on real-life application of ITIL best practices

Course Code : 7009
ITIL® Service Offering and Agreements 0 5 0

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.

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

Schedule Classes

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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

  • Course Introduction
  • 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
  • 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
  • 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
  • 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
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
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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.

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