The 4-day ITIL® Service Offerings and Agreements course is an independent certification and is also a step in the preparation for the Managing through the Lifecycle and ITIL® Expert certifications. You will gain detailed knowledge of ITIL® V3 guidance on development and on-going management of:
The Processes and activities studied during this class will provide you with the information and skills you need to participate in the selection of Services based on clear financial and business benefit analysis and to design a solid SLA framework which will meet your needs and support Continual Service Improvement. We’ll also cover Service measurement and reporting as well as the recommended contents for Service and Operational Level agreements. Exercises are used heavily in this course to re-enforce the concepts and provide practical examples and experience.
Participants will gain practical skills in the following areas:
The ITIL® Intermediate Service Offerings and Agreements course is appropriate for individuals who:
At the end of the course, participants will write ITIL® V3 Service Offerings and Agreements examination. This is an eight question, scenario based, multiple choice exam on which delegates are required to score 70% to be awarded ITIL® V3 Service Offerings and Agreements Certificate.
You will receive a course binder containing copies of presentation slides, case studies, exercises, suggested solutions and practice exams.
Services Management as a Practice
Key Principles in Service Offerings and Agreements
Processes Involved in Service Offerings and Agreements
Organization, Roles, and Responsibilities
Operational impacts and continual improvements in Services Offerings and Agreements
Wrap up, Mock and Exam