ITIL® Service Capability – Service Offerings & Agreements

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Overview

5-day public or single organisation course

The course builds on the general principles covered as part of the ITIL® Foundation course. This enables the organisation to introduce Service Portfolio Management, Service Catalogue Management, Service Level Management, Demand Management, Supplier Management, Financial Management and Business Relationship Management as integral parts of its overall business-focussed Services Framework.

Objectives

The purpose of Service Offerings & Agreements is to obtain knowledge on ITIL terminology, process structure, roles, functions and activities that will enable role focused capability and competency in support of the Service Lifecycle approach as described in ITIL.

The course provide delegates with practical guidance on the design and implementation of an integrated end-to-end processes based on proven industry best practice guidelines.

The course prepare delegates for the ITIL® Capability examination in Service Offerings & Agreements.

Who should attend?

The course is suitable for individuals who require a deep understanding of Service Offerings & Agreements processes and how they may be used to enhance the quality of IT service provision within an organisation. It offers a natural career development path for practitioner staff who already hold the ITIL® Foundation Certificate.

Before taking the course it is recommended, though not required, that candidates have exposure to basic concepts in IT and related work experience of at least two years.

Delegates wishing to take this examination are required to hold the ITIL Foundation Certificate in IT Service Management (or v2/v3 Bridge equivalent).

Professional Qualifications

The course forms part of the ITIL® Intermediate qualification programme.

The examination will consist of a complex multiple choice, closed book paper of 8 questions, to be answered within 90 minutes. (Candidates sitting the examination in English and who do not have English as their first language will be allowed 120 minutes to allow use of a dictionary.) The pass mark will be 70% or more.

Successful candidates will be awarded 4 credits towards the ITIL® Expert qualification.

Structure

The course is based on the OGC’s Best Practice Guidelines in the ITIL® Service Lifecycle books; these are available from the Fox IT bookshop.

It is recommended that students should complete at least 12 hours of personal study by reviewing the syllabus and relevant books in preparation for the examination.

The course is assignment based, with a strong emphasis on practical coursework, working as individuals and in teams.

Documentation

Comprehensive course documentation is provided.

Content

Topics covered include:

• Service Management as a Practice.
• Processes across the Service Lifecycle pertaining to the Service Offerings and Agreements curriculum.
• Service Portfolio Management which provides documentation for services and prospective services in business terms.
• Service Catalogue Management which is concerned with the production and documentation of the Service Catalogue from a business and a technical viewpoint.
• Service Level Management which sets up a Service Level Agreement (SLA) structure and ensures that all SLAs have an underpinning support structure in place.
• Demand Management which identifies Patterns of Business Activity to enable the appropriate strategy to be implemented.
• Supplier Management which ensures all partners and suppliers are managed in the appropriate way and includes contract management.
• Financial Management which includes ensuring understanding of the service value and the management of all financial considerations.
• Business Relationship Managers who have responsibility to represent customers and ensure the Service Catalogue and Portfolio have the right needs.
• Operational activities of processes covered in other lifecycle phases such as Incident and Change Management.
• Common Service Operation activities related to Service Offerings and Agreements.
• Organizing for Service Operation which describe functions to be performed within Service Offerings and Agreements.
• Service Offerings and Agreements roles and responsibilities.
• Technology and Implementation Considerations.
• Challenges, Critical Success Factors and risks.
• CSI as a consequence of effective Service Offerings and Agreements.