Capabilities
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Service Offerings and Agreements Capability Course

Course Overview

This course prepares participants for the examination leading to the ITIL® Intermediate Certificate: Service Offerings and Agreements. A 90-minute exam is scheduled on the last day of the course. It consists of eight multiple choice, scenario-based, gradient scored questions. To help prepare attendees for the final exam, two sample exams are delivered during the course. A passing mark of 70% is required to receive your certificate. In addition, you will attain 4 ITIL credits and 25 professional development units (PDUs) for Project Managers.

Learning Outcomes

  • Value to the business of the Service Operation & Agreements (SOA) processes and their activities
  • In-depth review of the key processes needed to support service offerings and agreements, and their associated activities, roles, responsibilities, challenges, risks and critical success factors:
    • Strategy Management for IT Services: The process that establishes strategies for services upon which the other SOA processes depend
    • Business Relationship Management: Ensures the customer’s requirements are correctly identified
    • Financial Management: A strategic process that enables IT to generate service-based costing that, combined with perceived value for the service, results in a real, business-based price
    • Demand Management: Understands demand for services and enables appropriate service strategies
    • Service Portfolio Management: Manages the service portfolio which contains information about IT services from concept through implementation and production to retirement
    • Service Level Management: Sets up Service Level Agreement (SLAs) and ensures that all SLAs have an underpinning support structure in place
    • Service Catalog Management: Provides the single source of information about agreed services and makes sure this information is communicated
    • Demand Management: Identifies patterns of business activity to enable the appropriate strategy to be implemented
    • Supplier Management: Ensures that suppliers support IT service targets and meet business expectations
  • The reliance upon a good business case and a good understanding of ROI
  • Technology and implementation considerations for the key processes
  • Important considerations for continual improvement of these processes

Who Should Attend?

Service Level Managers, IT Supplier Managers, Business Relationship Managers, Financial Managers, and any IT professional involved with the processes described above.

Prerequisites

Candidates must hold the ITIL Foundation Certificate in IT Service Management, attained through either the ITIL IT Service Management Essentials (V2) plus the ITIL V2-V3 Foundations Bridging Course or the ITIL V3 or 2011 edition Foundations course. Your certificate must be presented as documentary evidence to gain admission to this course.

Course Reading

Due to the in-depth nature of this hands-on course, it is recommended that students complete at least 12 hours of personal study by reviewing the Service Offerings & Agreements syllabus and the publication in preparation for the examination.


*For questions or to register, please contact: Jill Zimmerman – jzimmerman@zenetex.com or 703-547-7827

ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.