Certifications:

ITIL® V3 Intermediate: Service Offerings & Agreements

Duration (days):

2.5 Days Classroom + 10 Hours of Self-Paced E-Learning  

Delivery Method:

Classroom, E-learning

Credits:

4 Credits to ITIL Expert

PMI PDUs:

30

Course Description:

This ITIL Intermediate course immerses learners in the practical aspects of the ITIL v3 Service Lifecycle and processes associated with the Service Offerings and Agreements of services and service delivery. The main focus of this course is on operational-level process activities and supporting methods and approaches to execute these processes in a practical, hands-on learning environment. 

This course uses an optimal mix of learning methods to provide learners with the most effective way to build their ITIL knowledge with respect to Service Offerings and Agreements and to apply this knowledge in real life. Learners can complete e-learning modules on their own time to build their knowledge and then participate in interactive classroom or virtual classroom sessions to apply this knowledge in practice.

Target Audience:

The Service Offerings and Agreements Capability course will be of interest to:
•   Individuals who have their ITIL® v3 Foundation Certificate (or the ITIL® v2 Foundation + v3 Foundation Bridge 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.
•   Typical roles include (but is not restricted to): IT professionals, IT / business managers and IT / business process owners and IT practitioners.

Learning Objectives:

On completing this course and examination, 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 Planning Protection and Optimization 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

Pre-requisites:

Candidates for this course must:

• Hold an ITIL v3 Foundation certificate or ITIL v2 Foundation + v3 Foundation Bridge certificate.
• There is no minimum mandatory requirement but 2 to 4 years’ professional experience working in IT Service Management is highly desirable.
• It is also strongly recommended that candidates:
  • Can demonstrate familiarity with IT terminology; understanding the context of Service Offerings and Agreements management in their own business environment is strongly recommended.
  • Have exposure working in the Service Management capacity within a service provider environment, with responsibility emphasizing at least one of the following management processes:
    • Service Portfolio Management, Service Catalogue Management, Service Level Management, Demand Management, Supplier Management, and Financial Management
• It is recommended that candidates be familiar with the guidance detailed in the ITIL Service Lifecycle Practices core publications prior to attending training for this certification.

Examination:

• Evidence of ITIL v3 Foundation certificate or ITIL v2 Foundation + v3 Foundation Bridge certificate and completion of the Service Offerings and Agreements Capability course from an Accredited Training Provider is required to sit for the exam.
• The exam is a closed-book exam with eight (8) multiple-choice, scenario-based, gradient-scored questions.
• The exam duration is a maximum of 90 minutes for all candidates in their respective language (candidates sitting the examination in a language other than their first are allowed a maximum of 120 minutes and the use of a dictionary).
• Each question has 4 possible answer options; one that is worth 5 marks, one that is worth 3 marks, one that is worth 1 mark, and one that is a distracter and receives no marks.
• The pass score is 28/40 or 70%.