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.
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.
Our ITIL® Service Offerings and Agreements course contains 10 easy to absorb lessons covering ITIL® terminology, structure, concepts and processes.
ITIL® Service Offerings & Agreements Online (90 Days) Includes:
Your access duration time starts as soon as you access the course, or after 28 days - whichever is sooner.
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:
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!
Adobe Flash Player 10+
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:
|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|
Acceptable browsers are:
Internet Explorer 7, 8, 9, 10
Adobe Flash Player and Shockwave must also be installed before you begin the exam.
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.
It is not compulsory but it is recommended that you purchase the following volumes:
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 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
Our ITIL® Service Offerings and Agreements course provides you with 4 Credits towards the ITIL® Expert Qualification.
ITIL® Service Offerings & Agreements Certificate
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.
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.