This 5-day course builds on the general principles covered as part of the ITIL® Foundation course. This enables the organisation to introduce Service Portfolio Management, Service Catalogue Management, Service Level Management, Demand Management, Supplier Management, Financial Management and Business Relationship Management as integral parts of its overall business-focussed Services Framework.
The course is assignment based, with a strong emphasis on practical coursework, working as individuals and in teams.
Available dates
- 25 - 29 Jun 2012
- 24 - 28 Sep 2012
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Who is this course suitable for?
The course is suitable for individuals who require a deep understanding of Operational Support & Analysis processes and how they may be used to enhance the quality of IT service provision within an organisation. It offers a natural career development path for practitioner staff that already holds the ITIL V3 Foundation Certificate or equivalent.
What does this course cover?
The purpose of Service Offerings & Agreement is to obtain knowledge on ITIL terminology, process structure, roles, functions and activities that will enable role focused capability and competency in support of the Service Lifecycle approach as described in ITIL.
The course provides delegates with practical guidance on the design and implementation of an integrated end-to-end processes based on proven industry best practice guidelines.
The course prepares delegates for the ITIL Capability examination in Service Offerings & Agreement.
During the course, you will learn:
- Service Management as a Practice.
- Processes across the Service Lifecycle pertaining to the Service Offerings and Agreement curriculum.
- Service Portfolio Management which provides documentation for services and prospective services in business terms.
- Service Catalogue Management which is concerned with the production and documentation of the Service Catalogue from a business and a technical viewpoint.
- Service Level Management which sets up a Service Level Agreement (SLA) structure and ensures that all SLAs have an underpinning support structure in place.
- Demand Management which identifies Patterns of Business Activity to enable the appropriate strategy to be implemented.
- Supplier Management which ensures all partners and suppliers are managed in the appropriate way and includes contract management.
- Financial Management which includes ensuring understanding of the service value and the management of all financial considerations.
- Business Relationship Managers who have responsibility to represent customers and ensure the Service Catalogue and Portfolio have the right needs.
Are there entry requirements?
Delegates are required to hold the ITIL® V3 Foundation Certificate in IT Service Management or V2 to V3 bridge equivalent.
Before taking the course it is recommended, though not required, that candidates have exposure to basic concepts in IT and related work experience of at least two years.
It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and relevant books in preparation for the examination.
What's included?
Our package includes full course materials.
Although the course is non-residential, we offer help finding appropriate hotels, close to the training venue. To take advantage of this offer, drop us an email after you book your course.
Additional info
Please note: the cost of the exam is not part of the course cost. The exam can be booked with us at an additional charge and taken as part of the course.
Certificates
The course forms part of the ITIL® Intermediate qualification programme.
The examination will consist of a complex multiple choice, closed book paper of 8 questions, to be answered within 90 minutes. (Candidates sitting the examination in English and who do not have English as their first language will be allowed 120 minutes to allow use of a dictionary.) The pass mark will be 65% or more.
Successful candidates will be awarded 4 credits towards the ITIL® Expert qualification.
How to book?
There are three ways to book your course, either online, via fax, or telephone:
- To book via telephone just call us on 0845 070 1750, and we’ll take of the details.
- To book via fax download our booking form, complete it and fax to us on +44 (0) 1353 662667.
- To book online simply enter the number of delegates you wish to send into the “Quantity” and select the course date from the drop down menu and click “Order now”.
We can also accept purchase orders from local authorities, government departments, and other public sector organisations and will consider account facilities for large corporate customers, follow this link to our payment options page for more information.
All bookings are subject to our terms and conditions.
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