Frequently Asked Questions

What is this course about? In this course, you learn how to plan, manage and optimize the Service Offerings and Agreement processes. Through practical workshops, you gain the knowledge to take the ITIL Intermediate Qualification: Service Offerings and Agreement Certification Exam. Who will benefit from this course? This course is valuable for those who want to a detailed understanding of the achieve the ITIL Intermediate Qualification: Service Offerings and Agreement Certificate. This course is also valuable for those who need a detailed understanding of the Service Offerings and Agreement processes, including CIOs, senior IT managers, IT supervisors and IT operation practitioners. Which ITIL processes are covered in this course? The Service Offerings and Agreement Certificate covers the following key ITIL processes and role areas: Service Portfolio Management Service Level Management Service Catalog Management Demand Management Supplier Management Financial Management What background do I need? To take this course, you should have the following: The ITIL v3 Foundation Certificate (or v2-v3 bridge equivalent) Familiarity with IT terminology and the context of Service Offerings and Agreement management Exposure working in a Service Management environment with responsibility in at least one of the key process areas covered in this course Furthermore, to take the ITIL Certification Exam on the final day of class, you should have completed a minimum of 12 hours of personal study. Does this course count toward the ITIL Expert certification? Yes. Once you achieve the ITIL Intermediate Qualification: Service Offerings and Agreement Certificate, you earn four credits toward the ITIL Expert certification. To achieve the ITIL Expert certification, you need to earn a minimum of 22 credits. The APMG has released the ITIL Credit Profiler: http://www.itil-officialsite.com/itilmapping/v2/map.asp. This online tool allows you to map your current v2 and v3 qualifications against the v3 scheme. The Credit Profiler helps you determine how many credits you currently hold within the scheme, and to assess and decide on the best route for v3 certification. This tool also provides recommendations, and you are free to choose a selection of modules based on your own educational and certification requirements. What's the difference between the Lifecycle and Capability certificates? The Lifecycle and Capability certificates comprise the two streams, or branches, of the ITIL v3 intermediate-level qualification scheme. The Lifecycle stream consists of five modules or certifications. These certifications focus on the Service Lifecycle, the use of process and practice within the lifecycle and developing the skills needed to deliver quality Service Management practices in an organization. The Capability certificates-which includes the Service Offerings and Agreement Certificate-is made up of four modules. These certifications are geared toward those who want a thorough understanding of v3 processes and roles. The primary focus is on activities, execution and use of the processes throughout the entire Service Lifecycle. How much time is spent on each topic? Content Hours Introduction and overview 2.0 Service Portfolio and Service Catalog Management 3.5 Service Level Management 7.0 Demand and Supplier Management 3.5 Financial Management 4.0 Roles and responsibilities 2.0 Technology and implementation considerations 3.0 Common service activities 2.0 Continual Service Improvement 3.0 Times, including the workshops, are estimates; exact times may vary according to the needs of each class. How are the ITIL materials covered in the workshops? Approximately 60 percent of the course is spent in interactive workshops and practical assignments. These workshops and assignments offer you multiple opportunities to apply recently learned concepts and include practical exercises and practice exam questions. How much time do I have to take the exam and what's the pass score? You have 90 minutes to complete the multiple-choice, scenario-based exam. You must correctly answer 70% of the answers to pass. Is this course accredited? Yes! APMG, the official ITIL accreditor, has accredited this course and the instructors who teach it as providing high-quality training in IT Service Management. How does this course relate to other Learning Tree courses? The following Learning Tree courses are part of the ITIL Capability stream: 995, ITIL® v3 Intermediate Qualification: Operational Support and Analysis  996, ITIL® v3 Intermediate Qualification: Release, Control and Validation  997, ITIL® v3 Intermediate Qualification: Planning, Protection and Optimisation  These courses are part of the ITIL Lifecycle stream: 991, ITIL® v3 Intermediate Qualification: Service Operation  992, ITIL® v3 Intermediate Qualification: Service Transition  993, ITIL® v3 Intermediate Qualification: Service Design  994, ITIL® v3 Intermediate Qualification: Continual Service Improvement  The following ITIL certification courses may also be of interest: 197, ITIL® v3: Achieving Foundation Certification  192, ITIL® v2-v3 Foundation Certification Bridge  187, ITIL® v2: Achieving Foundation Certification  188, ITIL® v2: Change, Configuration and Release Management Practitioner Certification  189, ITIL® v2: Service Desk, Incident and Problem Management Practitioner Certification

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