Course Description: This 5-day, small group workshop immerses learners in the practical aspects of the ITIL® v3 Service Lifecycle and processes associated with Service Offerings and Agreements. The course features an intense focus on the operational-level process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment. This training is intended to enable the holders of the certificate to apply the practices in resolution and support of the Service Management Lifecycle. This course is designed using an engaging scenario-based approach to learning the core disciplines of the ITIL best practice and positions the student to successfully complete the associated exam.

Audience: The Service Offerings and Agreements Capability course will be of interest to:

• Individuals who have their ITIL v3 Foundation Certificate (or the ITIL v2 Foundation + v3 Foundation Bridge certificate) who want to purse the intermediate and advanced level ITIL certifications.
• Individuals who require a comprehensive practical understanding of the Service offerings and Agreements processes and how these may be used to enhance the quality of IT service delivery within an organization, for example: Business Relationship Managers, Service Portfolio Managers; Service Catalogue Managers, Service Level Managers, Supplier Managers, or other professionals responsible for Demand Management or Financial Management of IT Services
• IT professionals involved in IT Service Management implementation and improvement programs. A typical role includes (but is not restricted to): Senior IT Managers / Directors, IT / business managers and IT / business process owners, IT practitioners.

Learning Objectives: At the end of this course, the learner will gain competencies in:

• Understanding Service Management as a Practice, and how the processes within Service Offerings and Agreements support the Service Lifecycle
• 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 Management and the responsibility to represent customers and ensure the Service Catalogue and Portfolio have the right needs
• Service Offerings and Agreement roles and responsibilities
• Technology and Implementation Considerations
• Challenges, Critical Success Factors and risks related to Service Offerings and Agreements (SOA)
• Continual Service Improvement as a consequence of effective SOA Management

Prerequisites: Candidates for this course must:

• Hold an ITIL v3 Foundation Certificate or ITIL v2 Foundation + v3 Foundation Bridge Certificate (Certificate numbers must be provided prior to the start of the course)
• There is no minimum mandatory requirement but 2 to 4 years professional experience working in IT Service Management is highly desirable
• It is also strongly recommended that candidates:
  • Can demonstrate familiarity with IT terminology and understand the context of Service Offering and Agreements management in their own business environment
  • Have exposure working in the service management capacity within a service provider environment, with responsibility emphasizing on at least one of the following management processes:
    • Service Portfolio Management, Service Catalogue Management, Service Level Management, Demand Management, Supplier Management and Financial Management
• It is recommended that candidates read the ITIL Service Lifecycle core publications in advance of attending training for the certification.

Course Student Material: Students receive a copy of the classroom presentation material, practice exam, case study , homework and assignments. ITIL v3 core books are available for purchase separately.

About the Examination:

• Completion of the Service Offerings and Agreements Capability course from an Accredited Training Provider is required to sit the exam.
• It is recommended that students should complete at least 12 hours of personal study by reviewing the syllabus and the ITIL® v3 Service Operation book in preparation for the examination. The syllabus can be downloaded here.
• The exam is a closed book exam with eight (8) multiple choice, scenario-based, gradient scored questions.
• Exam duration is a maximum 90 minutes (candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary)
• Each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks.
• Pass score is 28/40 or 70%

Credits: Upon successful passing of the ITIL v3 Service Offerings and Agreements Capability exam, the student will be recognized with 4 credits in the ITIL® v3 qualification scheme.

Cost: $3195.00 (includes course materials and exam)

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