This 5-day course immerses learners in the practical aspects of the ITIL Service Lifecycle and processes associated with the Service Offerings and Agreements of services. The main focus of this course is on the operational-level process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment. This training is intended to enable the holders of the certificate to apply the practices during the Service Management Lifecycle. This course is designed using an engaging scenario-based approach to learning the core disciplines of the ITIL best practice and positions the student to successfully complete the associated exam.
The Service Offerings and Agreements Capability course will be of interest to:
Individuals who have their ITIL Foundation Certificate who want to purse the intermediate and advanced level ITIL certifications.
Individuals and / or operational staff who require a deep practical understanding of the Service Offerings and Agreements processes and how these may be used to enhance the quality of IT service support within an organization, for example: operational staff involved in Service Portfolio Management; Service Catalogue Management, Service Level Management, Demand Management, Supplier Management, Financial Management and Business Relationship Management.
IT professionals involved in IT Service Management implementation and improvement programs.
At the end of this course, the learner will gain competencies in:
Understanding Service Management as a Practice and how the processes within Service Offerings and Agreements support the Service Lifecycle
Knowing the important role of Service Offerings and Agreements in service provision and understanding of how the in-scope processes interact with other Service Lifecycle processes
The activities, methods and functions used in each of the Service Offerings and Agreements processes
The application of Service Offerings and Agreements processes, activities and functions to achieve operational excellence
How to measure Service Offerings and Agreements performance
The importance of IT Security and how it supports Service Offerings and Agreements
Understanding technology and implementation requirements in support of Service Offerings and Agreements
The challenges, critical success factors and risks related with Service Offerings and Agreements
Candidates for this course must:
Hold an ITIL Foundation Certificate (holders of Foundation certificate from an earlier version of ITIL , e.g.: earlier ITIL qualifications, must pass the current ITIL Foundation exam before attending this course)
There is no minimum mandatory requirement but 2 to 4 years professional experience working in IT Service Management is highly desirable
Course Student Material:
Participant reference material contains the concepts that are covered in the class and a workbook that contains all the exercises and includes answers in the appendix. The Exam Preparation Guide contains the two sample exams released by APMG.
Evidence of ITIL Foundation Certificate and completion of Service Offerings and Agreements Capability course from an Accredited Training Provider is required to sit the exam
It is recommended that students should complete at least 12 hours of personal study by reviewing the syllabus and the and the associated areas of the ITIL Service Management Practice core guidance, in particular Service Strategy and Service Design publications in preparation for the examination.
The syllabus can be downloaded from: http://www.itilofficialsite.com/Qualifications/ITILQualificationLevels/ITILIntermediateLevel.aspx
The exam is a closed book exam with eight (8) multiple choice, scenario-based, gradient scored questions.
Exam duration is a maximum 90 minutes for all candidates in their respective language (candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary)
Each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks
Pass score is 28/40 or 70%.
Distinction pass score is under consideration.
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All ITIL® courses are offered by ITpreneurs in partnership with QT&T Consulting (Asia) Pte. Ltd.