ITIL® Service Offerings & Agreements Online (150 Days) Training Course

Used To Enhance The Quality Of Service Provision In An Organisation

Proctored Exam
90 Days Access
£783 (Excl. VAT)€900 (Excl. VAT)$979 (Excl. VAT)

Introduction

Our ITIL® Service Offerings and Agreements course is one of the four ITIL® Capability courses that builds on the knowledge gained from the ITIL® Foundation Certificate. Capability phases are for those who wish to gain a deeper level of understanding of the ITIL® processes and roles, how they are implemented and interact.

Our ITIL® Service Offerings and Agreements course covers principles and processes that allow you to create service offerings based on business requirements, document and agree SLA's.

Enquire Course Overview

Payment Details

Full payment is required before your elearning order can be processed. Once payment has been confirmed, the elearning order will be passed to our administration department for set-up and processing.

Access to Your E-Learning

A personal login for our Learning Management System will be created for you and you will receive an email containing details of the URL, username and password.

Please Note

* Depending on when the initial order is taken, it may take up to 48 hours to process.
* Your course access time will only trigger and commence when you first log in.

Course Outline

  • Introduction to Service Offerings and Agreements
  • Service Offerings and Agreements Processes:
    • Service Portfolio Management
    • Service Catalogue Management
    • Service Level Management
    • Demand Management
    • Supplier Management
    • Financial Management for IT Services
    • Business Relationship Management
  • Service Offerings and Agreements roles and responsibilities
  • Technology and implementation considerations
  • Preparing for the exam

Description

Our ITIL® Service Offerings and Agreements course looks at how the associated processes support the Service Lifecycle, and more specifically, how the five phases of the ITIL® Lifecycle (Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement) create organisational value.

About the Course

Our ITIL® Service Offerings and Agreements course contains 10 easy to absorb lessons covering ITIL® terminology, structure, concepts and processes.

Who Should Attend

  • If you are an individual who requires a detailed understanding of the SOA processes and how they may be used to enhance the quality of IT service support within an organisation.
  • Are an IT professional working within an organisation that has adopted and adapted ITIL® and needs to be informed about and thereafter contribute to an on-going service improvement programme.
  • Are a member of Operational staff involved in Service Portfolio Management; Service Level Management; Service Catalogue Management; Demand Management; Supplier Management; Financial Management and Business Relationship Management who wish to enhance their role-based Capabilities.
  • Are in one of the following IT professions or areas: IT Management, IT Finance Manager, Capacity Manager, Availability Manager, Service Level Manager, Business Continuity Manager, Service Portfolio Manager or Supplier Relationship Manager.

Materials Provided

ITIL® Service Offerings & Agreements Online (150 Days) Includes:

  • Videos
  • Quizzes
  • Exercises
  • Study guides
  • Official Syllabus
  • Sample exam

Your access duration time starts as soon as you access the course, or after 28 days - whichever is sooner.

Organisational Benefits

Service Strategy is at the core of the ITIL® Lifecycle. Value creation begins here with understanding organisational objectives and customer needs. Every organisational asset including people, process and products should support the strategy. Service Strategy also provides guidance on how to view service management not only as an organisational capability but as a strategic asset. It describes the principles underpinning the practice of Service Management which are useful for developing service management policies, guidelines and processes across the ITIL® Lifecycle.

Where Service Strategy identifies the 'what shall we do?', Service Design identifies the 'how should we do it?'. Service Design takes a holistic approach to the designs, ensuring all requirements are identified to cover the service throughout its Lifecycle, including process requirements, measurements and metrics, transitional and operational guidelines. The processes most closely associated with Service Offerings and Agreements are:

  • Service Portfolio Management – A service portfolio describes a provider's services in terms of organisational value. It articulates organisational need and the service provider's response to that need (service offerings)
  • Service Catalogue Management – Provides and maintains a single source of consistent information on all operational services, and those being prepared to run operationally
  • Service Level Management – The purpose of service level management is to ensure that all current and planned IT services are delivered to agreed achievable targets
  • Demand Management – A crucial aspect of service management – poorly managed demand is a source of risk, while excess capacity generates cost without creating value. Demand management seeks to understand, anticipate and influence organisational demand for services, and the provision of cost-effective capacity to meet that demand.
  • Supplier Management – The supplier management process ensures that suppliers and the services they provide are managed to support IT service targets and organisational expectations.
  • Financial Management for IT Services – The purpose of financial management is to secure the appropriate level of funding to design, develop and deliver services that meet the strategy of the organisation. Financial management is also a gatekeeper that ensures that the service provider does not commit to services they are not able to provide.
  • Business Relationship Management – The purpose of business relationship management is two-fold, firstly to establish and maintain a business relationship between the service provider and the customer based on understanding the customer and their business needs. Secondly to identify customer needs and ensure that the service provider is able to meet these needs as they change over time.

Individual Benefits

You will gain an understanding on how Service Offerings and Agreements related processes support the ITIL® Lifecycle by understanding how value is identified and included within service offerings, and how these offerings are managed as organisational needs change.

It will also become apparent from the training that service offerings and agreements form an essential element of the ITIL® Lifecycle. Only by understanding our customer and their requirements can we hope to provide services that underpin what the organisation needs to achieve both now and in the future.

By having a better understanding of the best-practice framework, and in this particular course, Service Offerings and Agreements, it will enable you to identify areas for improvement back at the workplace, and allow you to develop your current role further, and help you do your job better.The reward being advancement within your company and a potential to increase your salary!

Technical Requirements

WINDOWS

  • Screen Resolution: 1020 x 768 or above
  • Network/Internet Connection: 4Mb (megabits) or above
  • Windows XP or higher
  • Microsoft Internet Explorer 6+
  • Firefox 3+
  • Safari 4+

MAC

  • Screen resolution: 1020 x 768 or above
  • Network/Internet connection: 4Mb (megabits) or above
  • Mac OS X 10 or higher
  • Firefox 3+
  • Safari 4+

Adobe Flash Player 10+

Compatible speakers/headphones.

We suggest the use of the Firefox web browser for the best educational experience.

To take your web based exam, you will need a computer with a webcam, a microphone and a reliable internet connection.

You will also need administrator rights to install the software that will be used to monitor the exam session.

You will also need photo identification (passport, government ID or equivalent). If your exam includes a document to be printed (for example ITIL Managing Across the Lifecycle case study), the printer will need to be in the room where you take the exam.

Please note, in addition to your webcam, some examination institutes will require you to have a small mirror or reflective surface. The proctor will ask you to hold this up to show that there is nothing attached to the webcam or laptop itself.

For a successful exam, you will need:

MINIMUMRECOMMENDED
Web Camera 640×480 resolution 1280×720 resolution
PC Users Windows XP Windows 7
Mac Users Mac OS X or higher Mac OS X 10.7 Lion
Internet Download Speed .768 Mbps 1.5Mbps
Internet Upload Speed .384 Mbps 1.5Mbps
RAM 1024MB 2GB

Acceptable browsers are:

Google Chrome
Mozilla Firefox
Safari
Internet Explorer 7, 8, 9, 10
Adobe Flash Player and Shockwave must also be installed before you begin the exam.

Prerequisites

You are required to have completed the ITIL® Foundation (V3 or 2011 edition) Certificate in IT Service Management.

Please Note: Axelos requires evidence of this certificate. In order to book the online course and exam you must provide an e-copy of your ITIL® Foundation Certificate - Please ensure you forward this to your Account Manager so we are able to order your online course and examination without delay.

Prereading

It is not compulsory but it is recommended that you purchase the following volumes:

  • ITIL® Service Strategy
  • ITIL® Service Design
  • ITIL® Service Transition
  • ITIL® Service Operation
  • ITIL® Continual Service Improvement

The latest ITIL® Core Volumes can be purchased through Purple Griffon for £85 per volume or £299 for the complete set of 5 volumes.

Exam Overview

Exam Duration: 90 minutes

Exam Format: Closed book, multiple choice

Exam Delivery: Online, webcam proctored.

Exam Pass Mark: 70% (28/40 marks across 8 questions)

Exam Value: 4 ITIL® credits

Exam Type

Proctored Exam

Professional Development Units - PDU's

Our ITIL® Service Offerings and Agreements course provides you with 4 Credits towards the ITIL® Expert Qualification.

Qualifications

ITIL® Service Offerings & Agreements Certificate

Next Steps

Contact one of our helpful Account Managers who will be able to assist you in deciding your next steps – whether this is sitting another Lifecycle course or a Capability or Specialist course.

Conclusion

By achieving a pass mark in the ITIL® Service Offerings & Agreements exam, you will be awarded 4 points towards your ITIL® Credit Score, with a total of 22 points being required in order to be awarded the ITIL® Expert certification.