ITIL Service Offering & Agreements

Course details

The purpose of the ITIL® Certificate in Service Offerings and Agreement certification 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 the ITIL Service Management Practices, commonly referred to as (ITIL). The ITIL® Certificate in Service Offerings and Agreement is intended to enable the holders of the certificate to the ITIL® Foundation certificate in IT Service Management to apply the practices in resolution and support of the Service Management lifecycle.

Objectives

Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:

• Service Management as a Practice
• Processes across the Service Lifecycle pertaining to the Service Offerings & Agreement curriculum
• Service Portfolio Management which provides documentation for services & prospective services in business terms
• Service Catalogue Management which is concerned with the production & 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
• Operational activities of processes covered in other lifecycle phases such as Incident & Change Management Common Service Operation activities related to Service Offerings & Agreement

Eligibility for Examination

To be eligible for the examination leading to an accredited ITIL® Certificate in Service Offerings and Agreement, the candidate must fill the following requirements:

• Have completed at least 30 hours of study with an accredited training provider or accredited e-learning provider for this syllabus;
• Demonstrate 2 to 4 years professional experience on the ITSM market place;
• Have completed at a minimum 12 hours of personal study. Ideally, candidates should have read the pertinent areas of the ITIL Service Management Practice core guidance publications.
• It is strongly recommended that candidates read the ITIL Service Lifecycle Practices core publications prior to attending training for this certification.

Prerequisites

Candidates wishing to attend an accredited ITIL® Certificate in Service Offerings and Agreement shall: 

• Hold an ITIL® Foundation certificate in IT Service Management, or a V2 Foundation Bridge Certificate
• Demonstrate familiarity with IT terminology and understand the context of Service Offerings and Agreement and management of their own business environment is strongly recommended.
• Have exposure working in the service management capacity within a service provider environment, with responsibility emphasizing on at least one of the following management processes:
• Service Portfolio Management
• Service Catalogue Management
• Service Level Management
• Demand Management
• Supplier Management
• Financial Management

Objectives Continued

• Organizing for Service Operation which describe
• functions to be performed within Service Offerings and Agreement
• Service Offerings and Agreement roles and responsibilities
• Technology and Implementation Considerations
• Challenges, Critical Success Factors and risks
• CSI as a consequence of effective Service Offerings and Agreement

And specifically in the following key areas

• Service Portfolio Management
• Service Level Management
• Service Catalogue Management
• Demand Management
• Supplier Management
• Financial Management

Who should attend?

The target group of the ITIL Operational Support and Analysis Module is:

• Individuals who have attained the ITIL Foundation or the Foundation Bridge wish to advance to higher level ITIL certifications.
• Individuals who require a deep understanding of the Operational Support and Analysis processes and how it may be used to enhance the quality of IT service support within an organisation.
• IT professionals that are working within an organisation that has adopted & adapted ITIL and who needs to be informed about and thereafter contribute to an on-going service improvement programme.
• Operational staff involved in Event Management, Incident Management, Request Fulfilment, Problem Management, Access Management, Service Desk, Technical Management, IT Operations Management & Application Management.

This may include but is not limited to, IT professionals, business managers and business process owners.