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ITIL v3 Service Offerings & Agreements

This course prepares you for the exam leading to the the ITIL Intermediate Certificate: Service Offerings & Agreements. In addition, this certification contributes 4 credits towards the “ITIL Expert” certification. See the ITIL certification scheme for more details.

COURSE OVERVIEW

This official ITIL capability certification course enables you to master the key ITIL processes needed to develop service offerings and agreements appropriate to an organization.

It includes a mix of instructor-led training and hands-on exercises to help participants learn about the practical application of the ITIL concepts, organizational structures, roles, functions and process activities related to the following processes:

  • Strategy Management for IT Services
  • Business Relationship Management
  • Financial Management
  • Demand Management
  • Service Portfolio Management
  • Service Catalog Management
  • Service Level Management
  • Supplier Management
LEARNING OUTCOMES

  • Value to the business of the Service Operation & Agreements (SOA) processes and their activities
  • In-depth review of the key processes needed to support service offerings and agreements, and their associated activities, roles, responsibilities, challenges, risks and critical success factors:
    • Strategy Management for IT Services: The process that establishes strategies for services upon which the other SOA processes depend
    • Business Relationship Management: Ensures the customer’s requirements are correctly identified
    • Financial Management: A strategic process that enables IT to generate service-based costing that, combined with perceived value for the service, results in a real, business-based price
    • Demand Management: Understands demand for services and enables appropriate service strategies
    • Service Portfolio Management: Manages the service portfolio which contains information about IT services from concept through implementation and production to retirement
    • Service Level Management: Sets up Service Level Agreement (SLAs) and ensures that all SLAs have an underpinning support structure in place
    • Service Catalog Management: Provides the single source of information about agreed services and makes sure this information is communicated
    • Demand Management: Identifies patterns of business activity to enable the appropriate strategy to be implemented
    • Supplier Management: Ensures that suppliers support IT service targets and meet business expectations
  • The reliance upon a good business case and a good understanding of ROI
  • Technology and implementation considerations for the key processes
  • Important considerations for continual improvement of these processes
WHO SHOULD ATTEND?

Service Level Managers, IT Supplier Managers, Business Relationship Managers, Financial Managers, and any IT professional involved with the processes described above.

PREREQUISITES

To gain admission to this course, you must possess the ITIL Foundation Certificate In IT Service Management (attained through the ITIL Foundations course) .

EXAM & CERTIFICATION

  • This course prepares you for the examination leading to the ITIL Intermediate Certificate: Service Offerings & Agreements. A 90-minute exam – administered by PeopleCert® - consisting of eight multiple choice, scenario-based, gradient scored questions.
  • You must attain a mark of 70% to pass the exam and gain four credits towards “ITIL Expert” status. Learn about the “ITIL Expert” credit system.
  • You will attain 32 professional development units (PDUs) for Project Managers
COURSE E-MATERIALS

Material for this course will be provided in downloadable soft copy. However, if you prefer, you may print the files according to the Pink Elephant Terms of Use.

MULTIPLE OPTIONS FOR HOW YOU CAN ATTEND THIS COURSE

  • Self-Paced Online:
    • Take the course at any time in your web browser at your own pace.
  • Public (Open Enrollment):
    • Live Classroom: On specific dates throughout the year, conveniently located in hotels in major cities across the country with our expert instructor.
    • Web-Based: On specific dates throughout the year; hosted live online with our expert instructor.
  • In-House (On-Site):
    • Live Classroom: On dates convenient to you; exclusively for your team at your location with our expert instructor.
    • Web-Based: On dates convenient to you; exclusively for your team; hosted live online with our expert instructor.

If you would like more information on any of these options, please call us at 1-888-273-PINK, email us at info@pinkelephant.com, or ask your questions via our convenient Chat window at the bottom right corner of this page.

SPECIAL OFFERS!

  1. Get the prerequisite course, ITIL Foundation, FREE when you purchase this course.
  2. Boost your ITIL learning with the ITIL “Super Seven” Personal Training Pass – complete 7 ITIL courses over the next 2 years and become an “ITIL Expert”!

BUY THIS COURSE IN SELF-PACED OR VIRTUAL FORMAT NOW!
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Course Summary

Duration (Public / In-House):
4 Days

Formats Offered:
Self-Paced Online

Public
  • Live Classroom
  • Web-Based
In-House
  • Live Classroom
  • Web-Based

Exam Provider:
PeopleCert

Purchase Course
Course Dates for ITIL v3 Service Offerings & Agreements
How
When
Where
Course Fee
Self-Paced Online
Self-Paced
Anytime
Anywhere
USD 729.00
Public Dates - Virtual Classroom
Virtual
Nov 26-29, 2018
Web-Based
USD 2,495.00
Public Dates - Virtual Classroom
Virtual
May 14-17, 2019
Web-Based
USD 2,495.00