v3 Service Offerings & Agreements

ITIL®

Duration: 5 days
Prices From: £1,510 per delegate (excluding VAT)

Online Resources High Quality Colour Courseware Post Course Tutor Support All Lunch and Refreshments Inclusive Pass Guarantee Scheme All Course Materials Inclusive

Course Outline

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 will give candidates a deep level of understanding of the Service Offerings and Agreement processes across the Service Lifecycle.

The ITIL v3 Intermediate Service Offerings and Agreements course is inclusive of colour courseware, examinations, refreshments & lunch, post course tutor support, and pass guarantee.

Course Overview:

This course will enable delegates with a 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, delegates will be able to sit the ITIL® Intermediate examination in Service Offerings and Agreement worth 4 credits¹.

Course Content²:

    1. 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

    2. Service Portfolio Management

    • Relationship with Service Catalogue and Service Pipeline
    • Business and IT Services
    • Methods

    3. Service Catalogue Management

    • Purpose, Goal, Objectives, Scope and Interfaces
    • Business and Technical Service Catalogue
    • Key Metrics
    • Relationship to Other Lifecycle Processes

    4. Service Level Management

    • Purpose, Goal, Objectives, Scope and Interfaces
    • Key Concepts and Activities
    • Key Metrics and Deliverables
    • Roles and Responsibilities
    • SLAs, OLAs and Review

    5. Demand Management

    • Purpose, Goal, Objectives, Scope and Interfaces
    • Key Concepts and Activities

    6. Supplier Management

    • Purpose, Goal, Objectives and Scope
    • Key Concepts and Activities
    • Key Metrics
    • Roles and Responsibilities
    • Supplier Categorisation

    7. Financial Management

    • Purpose, Goal,
    • Objectives and Scope
    • Key Concepts and Activities
    • Business Case, ROI and Chargeback
    • Key Metrics

    8. The Role of Business Relationship Managers
    9. Service Offerings and Agreement Roles and Responsibilities
    10. Technology and Implementation Considerations

    • Technology and Tooling
    • Good Practice
    • Challenges, CSFs and Risks

    11. Common Service Activities
    12. Continual Service Improvement

Course Objectives:

This course will enable participants to:

  • Understand the importance of Service Management as a Practice;
  • Appreciate how all processes in Service Offerings and Agreement interact with other Service Lifecycle Processes;
  • Identify the processes, activities, methods and functions used in each of the Service Offerings and Agreement processes;
  • Understand how to use the Service Offerings and Agreement processes, activities and functions to achieve operational excellence;
  • Explain how to measure Service Offerings and Agreement;
  • Understand the technology and implementation considerations surrounding Service Offerings and Agreement and the associated Challenges and Risks.

Who Will Benefit?

This course is aimed at individuals who have attained the V3 ITIL Foundation certificate in Service Management and who wish to advance to higher level ITIL certifications. It will give delegates a deep understanding of Service Offerings and Agreement processes and how they may be used to enhance the quality of IT service support.

Individuals who may find this course of interest include IT professionals that are working within an organisation that has adopted and adapted ITIL and who need to be informed about and contribute to an ongoing 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.

Examination:

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

Course Materials:

Delegates will receive a copy of FGI's ITIL Intermediate Certificate in Service Offerings and Agreement courseware, along with the 5 Key Element Guides covering each of the Service Management Lifecycle phases.

¹ Certain conditions apply – ask your Account Manager for details.
² TBC once Final Syllabus published by APMG

Public Course Schedule

Here are some upcoming courses from our public schedule, for a full list of dates please view our course schedule.

v3 Service Offerings & Agreements (Non-Residential)
Location Start Date Days Price
ex. VAT		 Offers
ex. VAT
Next »
London City Point 19/03/2012 5 £1,510 Book Enquire
Solihull 26/03/2012 5 £1,510 Book Enquire
London City Point 28/05/2012 5 £1,510 Book Enquire
London City Point 09/07/2012 5 £1,510 Book Enquire
Warwick 03/09/2012 5 £1,510 Book Enquire
London City Point 24/09/2012 5 £1,510 Book Enquire
London City Point 19/11/2012 5 £1,510 Book Enquire

Private On-Site Training

This course can also be taught privately at your workplace by our accredited trainers, for more information read about our on-site training.

Why train with FGI?

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