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ITIL V3: Service Offerings and Agreements – Capability Course

This Intermediate ITIL v3 course provides participants with a deep understanding of the Service Offerings and Agreement processes and how they may be used to enhance the quality of IT service support within an organization and assists operational staff involved in Service Portfolio Management; Service Catalog Management; Service Level Management; Demand Management; Supplier Management; Financial Management and Business Relationship Management in enhancing their role-based capabilities.

Candidates can expect to gain competencies in the following upon successful completion of this ITIL 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 Catalog Management which is concerned with the production and documentation of the Service Catalog 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 Catalog and Portfolio have the right needs
  • Operational activities of processes covered in other lifecycle phases such as Incident and Change Management
  • Common Service Operation activities related to Service Offerings and Agreement
  • 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 ITIL process areas:

  • Service Portfolio Management
  • Service Catalog Management
  • Service Level Management
  • Demand Management
  • Supplier Management
  • Financial Management
  • Business Relationship Management

Delivery Details

Additional Prerequisites: In addition to the general prerequisites described above, candidates for attending the Service Offerings and Agreements course must:

  • Demonstrate familiarity with IT terminology.  Understanding the context of Service Offerings and Agreement and 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 on at least one of the Service Offerings and Agreements management processes.
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Accredited ITIL® training is provided by Third Sky, a Loyalist Certification Services Accredited Training Organization