ITIL® Service Capability – Service Offerings & Agreements

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Overview

** Course based on “ITIL® 2011 Edition” syllabus **

5-day public or single organisation course

A five day course intended to provide, test and validate knowledge on industry practices in service management as documented in the ITIL Service Lifecycle core publications.

The course and associated examination are free-standing but also part of the ITIL intermediate capability stream. It is one of the modules that leads to the ITIL® Expert Certificate in IT Service Management and carries a credit value of 4 points.

Objectives

The ITIL Certificate in Service Offerings and Agreements (SOA) is intended to enable the holders of the certificate to apply SOA practices during the service management lifecycle and specifically in the following key ITIL process, role and function areas:

Who should attend?

The course and examination are suitable for:

• Individuals who require a deep understanding of the ITIL Certificate in the Service offerings and agreements processes and how they may be used to enhance the quality of IT service support within an organization
• IT professionals who are working within an organization which has adopted and adapted ITIL and who need to be informed about, and thereafter contribute to, an ongoing service improvement programme
• Operational staff involved in service portfolio management, service level management, service catalogue management, demand management, supplier management, financial management for IT services and business relationship management and who wish to enhance their role-based capabilities
• Individuals who have attained the ITIL Foundation Certificate in IT Service Management and wish to advance to higher level ITIL certifications
• Individuals seeking the ITIL Expert Certificate in IT Service Management for which this qualification can be one of the prerequisite modules

Pre-requisites

Students wishing to attend this course and take the examination must fulfil the following requirements:

• Hold the ITIL Foundation Certificate in IT Service Management (or equivalent) which must be presented as documentary evidence to gain admission
• Attend an accredited training course

It is recommended that candidates can demonstrate familiarity with IT terminology and understand service offerings and agreements within the context of their own business environment and have experience of working in a service management capacity within a service provider environment, with responsibility for at least one of the included process and functions.

It is also recommended that candidates should complete at a minimum of 12 hours of personal study by reviewing the syllabus and the pertinent areas within the ITIL Service Strategy and ITIL Service Design core guidance in preparation for the examination, specifically Chapter 2: Service management as a practice.

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Structure

The course is delivered in accordance with an accredited course syllabus and certification process. It combines tutorials, practical exercises and examination practice, reinforced through the trainers’ proven implementation track record.

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Content

The course will cover:

Introduction to service offerings and agreements

• An introduction to the core concepts and terminology used in the lifecycle stages that are related to service offerings and agreements which include processes from service strategy and service design

Service portfolio management, service catalogue management, service level management, demand management, supplier management, financial management for IT services, business relationship management

• The purpose, objectives, scope and importance of each process to generate business value
• Process policies, principles, concepts, activities, methods and techniques in relation to SOA practices and efficient use of process metrics

Service offerings and agreements roles and responsibilities

• Service roles and responsibilities and their relationship to SOA practices
• Specific process roles and functions that are responsible for executing each step of the process

Technology and implementation considerations

• Technology and implementation considerations for service offerings and agreements and the relationship to other lifecycle stages, particularly service design, service transition and service operation

Professional Qualifications

The qualification is based on a 90 minute closed-book examination of 8 complex, scenario based multiple choice questions. Typically, the examination is taken at the end of the course. Successful delegates will be awarded the ITIL Intermediate Qualification: Service Offerings and Agreements Certificate.

The qualification is free standing, but also counts as 4 credits towards the ITIL Expert Certification.

Documentation

Delegates will be issued with an in-course hand-out and other relevant material.

Pre-reading

The Service Strategy and Service Design publications are available from the Fox IT bookshop.

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