ITIL® v3 Intermediate Qualification: Service Offerings and Agreements

You Will Learn How To

Prepare for and take the ITIL Intermediate Qualification: Service Offerings and Agreements Exam
Outline key activities for the Service Offerings and Agreements processes in the context of the Service Lifecycle
Achieve operational excellence by using the Service Offerings and Agreements processes, activities and functions
Measure the success of Service Offerings and Agreements by applying key metrics

Course Benefits

By implementing ITIL Service Offerings and Agreements best practices, IT departments can ensure high levels of customer satisfaction by integrating demand and supplier management with the service portfolio and service catalog. In this course, you learn how to plan, implement and optimise the Service Offerings and Agreements processes and gain the skills required to take the ITIL Intermediate Qualification: Service Offerings and Agreements Certification Exam.

Who Should Attend

This course is valuable for those who want to achieve ITIL Intermediate Qualification: Service Offerings and Agreements certification. The ITIL v3 Foundation Certificate (or v2-v3 bridge equivalent) is required to take the ITIL Certification Exam on the final day.

Workshop Course

In this course, you gain knowledge of the Service Offerings and Agreements processes. Workshops include:

Documenting current and prospective services
Producing a Service Catalog from a business and technical viewpoint
Identifying patterns of activity through demand management
Applying Continual Service Improvement

Important Course Information

Pre-course reading required
Approximately 1 hour of home study each evening
Course fee includes the ITIL Intermediate Qualification: Service Offerings and Agreements Certification Exam
The ITIL v3 Foundation Certificate (or v2-v3 bridge equivalent) is required to take the ITIL Certification Exam on the final day

Exam Entry Criteria

Candidates must hold the ITIL v3 Foundation Certificate or the v3 Foundation Bridge Certificate.

It is also strongly recommended that candidates:

Can demonstrate familiarity with IT terminology and understand the context of Service Offerings and Agreements management in their own business environment,
Have exposure working in the Service Management capacity within a service provider environment, with responsibility emphasizing at least one of the following Service Management processes: Service Portfolio Management, Service Catalog Management, Service Level Management, Demand Management, Supplier Management and Financial Management,
Complete the pre-course work, which includes reading the Key Element Guide Service Strategy and Key Element Guide Service Design, reviewing the certification syllabus and reading the ITIL Service Lifecycle core publications—in particular, the Service Strategy and Service Design books—in advance of attending the training.

Course Content

Introduction and Overview

Service Management as a practice
Role of processes in Service Management
How Service Management creates business value

Service Portfolio and Service Catalog Management

Principles of Service Portfolio Management (SPM)

Thinking strategically : SWOT
Achieving customer focus
Pricing and chargeback models
Allocating resources
Relationship between Service Catalog and service pipeline
Linking business and IT services

Integrating the Service Catalog into the Service Portfolio

Purpose, goals and objectives
Technical and business Service Catalogs
Detailing operational services
Using key metrics and critical success factors
Producing a Service Catalog

Service Level Management (SLM)

Service Management goals

The significance of SLM to the Service Lifecycle
How Service Level management creates business value
Analysing and explaining the scope of the process

The Service Management process

Principles and basic concepts of SLM
Negotiating Service Level Agreements (SLAs)
Deliverables, roles and responsibilities
SLAs, OLAs and review meetings
Planning for Service Improvement Projects (SIPs)
Monitoring service performance against SLAs

Demand and Supplier Management

Demand Management

Activity-based Demand Management and business activity patterns
Managing capacity to maximise value
Identifying patterns of business activity
Connecting demand management to the service portfolio

Supplier Management

Analysing the use of the Supplier Management process
Process scope and objectives
Supplier Categorisation and maintenance of the Supplier Database (SD)
Ensuring supplier performance
Contract administration
Contract management

Financial Management

How Financial Management contributes to the Service Lifecycle Operation

Managing financial considerations
The scope, purpose and goals of the process
Basic concepts: funding, accounting and chargeback

Principles of Service Economics

Budgeting, accounting and charging
Service valuation
Building a business case
Enabling service demand modeling and management
Generating and disseminating information
Dealing with complex chargeback issues

Roles and Responsibilities

Business Relationship Management: the role of business relationship managers
Service Catalog Management
Service Level Management
Supplier Manager

Technology and Implementation Considerations

Technology implementation as part of implementing service management
Special technology functions related to Service Offerings and Agreements
Generic requirements and evaluation criteria
Good practices for implementation
Challenges, critical success factors and risks

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