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Home » Courses » Classroom Courses » ITIL Service Offerings and Agreements

ITIL Service Offerings and Agreements

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    Course Details:

    Duration: 5 days

    Price: £1693 + VAT


    Next available course:

    For course dates and more information please call 01844 211665

About the Course

The ITIL Intermediate Certificate in Service Offerings and Agreements forms part of the Capability series of Intermediate certification modules, which can be taken as stand-alone qualifications or with a view to amassing sufficient credits to gain the ITIL Service Management Expert qualification. It gives candidates a deep level of understanding of the service offerings and agreement processes across the service lifecycle.

This course enables people with foundation-level knowledge of IT Service Management to apply good practice across the service lifecycle in processes pertaining to service offerings and agreement. The course is interactive, combining presentation sessions and group exercises, with plenty of opportunity for questions and discussion. On completion of the course and the required personal study, participants will be able to sit the ITIL Intermediate examination in Service Offerings and Agreement worth 4 credits.

Individuals who may find this course of interest include IT professionals working within an organisation that has adopted and adapted ITIL and who need to be informed about and contribute to an on-going service improvement programme, as well as operational staff involved in service portfolio management, service catalogue management, service level management, demand management, supplier management, financial management and business relationship management, and who wish to enhance their role-based capabilities.

How is the course structured?

The course takes place over 5 days.

Is there an exam?

Examination

The examination format is:

  • Eight complex multiple-choice questions (multi-part, scenario-based, gradient-scoring), closed book
  • 90 minutes
  • 70% pass mark, distinction mark to be confirmed
Anything else?

The course is presented by Global Knowledge, specialist providers of IT service management, project management and programme management training and consultancy.

Full Course Outline

ITIL Service Offerings and Agreements (a three-day course)

Course Content

Service offerings and agreement in the context of the service lifecycle

  • Service management as a practice
  • What is service?
  • Service management and business value
  • Processes in the service lifecycle

Service portfolio management

  • Relationship with service catalogue and service pipeline
  • Business and IT services
  • Methods

Service catalogue management

  • Purpose, goal, objectives, scope and interfaces
  • Business and technical service catalogue
  • Key metrics
  • Relationship to other lifecycle processes

Service level management

  • Purpose, goal, objectives, scope and interfaces
  • Key concepts and activities
  • Key metrics and deliverables
  • Roles and responsibilities
  • SLAs, OLAs and review

Demand management

  • Purpose, goal, objectives, scope and interfaces
  • Key concepts and activities

Supplier management

  • Purpose, goal, objectives, scope and interfaces
  • Key concepts and activities
  • Key metrics and deliverables
  • Roles and responsibilities
  • Supplier categorisation

Financial management

  • Purpose, goal,
  • Objectives and scope
  • Key concepts and activities
  • Business case, ROI and chargeback
  • Key metrics

The role of business relationship managers

Service offerings and agreement roles and responsibilities


Technology and implementation considerations

  • Technology and tooling
  • Good practice
  • Challenges, CSFs and risks

Common service activities

Continual service improvement

Examination


The examination format is:

  • Eight complex multiple-choice questions (multi-part, scenario-based, gradient-scoring), closed book
  • 90 minutes
  • 70% pass mark, distinction mark to be confirmed.

©Assist Knowledge Development Ltd.

Contact Us

Need help?

Please call us on

01844 211665