Remotely assisted instructional learning (
Instructor-led training (
Onsite dedicated training (
Credits Toward ITIL® Expert
This 5-day course draws together the activities required to
determine what services to offer and to make agreements
with customers and providers of the services. Areas covered
include service portfolio management for IT services, service
catalog management, service level management, supplier
management, demand management, financial management
for IT services and business relationship management.
The target group of the ITIL® Certificate in Service Offerings and Agreement is:
Individuals who have attained the V3 ITIL® Foundation certificate in Service Management, or the V3 Foundation Bridge certificate and who wish to advance to higher level ITIL® certifications
Individuals who require a deep understanding of ITIL® Certificate in the Service Offerings and Agreement processes and how it may be used to enhance the quality of IT service support within an organization
IT professionals that are working within an organization that has adopted and adapted ITIL® who need to be informed about and thereafter contribute to an ongoing service improvement program
Operational staff involved in Service Portfolio Management; Service Catalogue Management; Service Level Management; Demand
Management; Supplier Management; Financial Management and Business Relationship Management who wish to enhance their role-based capabilities
This may include but is not limited to, IT professionals, business managers and business process owners.
Demonstrate between 2 and 4 years of professional experience in the ITSM market place.
Hold one or more of the following certificates:
ITIL® V3 Foundation Certificate in IT Service Management
ITIL® V2 - V3 Foundation Bridge Certificate
It is assumed that participants will have read the five ITIL® Service Management Practices core lifecycle publications.
Examination candidates should be aware that at least 12 hours of personal study are required.
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 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 management
Service Offerings and Agreement roles and responsibilities
Technology and Implementation Considerations
Challenges, Critical Success Factors and risks
Participants will also gain the knowledge necessary to prepare for the "ITIL® Certificate in Service Offerings and Agreement" examination from EXIN, ISEB or APM Group. This certificate is worth 4 credits in the ITIL® Version 3 Qualification Scheme.
On successful completion of this course, the student can claim 34
education units or PDUs that can be used to attain or maintain the PMI® PMP® credential.
Benefits to You
Gain a deep understanding of the Service Offerings and Agreement
processes and how to improve them in your organization