Intermediate Service Offerings and Agreements Online Course

 Our ITIL Service Offerings and Agreements Online Course has over 95% pass rates. You will be given everything you need to sit and pass your online exam (which is also included). Our ITIL courses are accredited by AXELOS, APMG and PEOPLECERT and offers so much more than online training. Full tutor support is offered throughout your learning.

You can sit for the online exam at home or in your office using your laptop/computer with a stable internet connection, a web cam and microphone at any convenient time. Let us know when you are ready to book your exam and we will arrange this for you. Your tutor provides support all the way through and will suggest when you are ready. You must pass the ITIL Foundation before you can sit for the ITIL Practitioner, Intermediate and MALC courses’ examinations.

Materials Provided

  • Videos
  • Quizzes
  • Exercises
  • Study guides
  • Podcasts
  • Official Syllabus
  • Sample exams
  • Case studies
  • Tutor email support
  • Exam guidance

You have sixty days’ online access to this course.

ITIL® Service Capability - Service Offerings & Agreements Course

ITIL® is a Registered Trade Mark of AXELOS Limited

 

Pre Reading Material

It is a prerequisite that delegates hold the ITIL® Foundation Certificate in IT Service Management or the version 2 to version 3 Bridge equivalent.

Please note that delegates are advised to purchase and read the following publications in advance of the course: ITIL® Service Design 2011 Edition and ITIL® Service Strategy 2011 Edition. It is recommended that Intermediate courses require 2 hours of home study each evening.

ITIL® Intermediate SOA examination

The course forms part of the ITIL® Intermediate qualification programme. Successful candidates will be awarded 4 credits towards the ITIL® Expert qualification. The examination will consist of a complex multiple choice, closed book paper of 8 questions, to be answered within 90 minutes. (Candidates sitting the examination in English and who do not have English as their first language will be allowed 120 minutes and allowed the use of a dictionary.) The pass mark is 70%.

Course Structure

The course builds on the general principles covered as part of the ITIL® Foundation course. This enables an organisation to introduce Service Portfolio Management, Service Catalogue Management, Service Level Management, Demand Management, Supplier Management, Financial Management and Business Relationship Management as integral parts of its overall business-focussed Services Framework.

Course Content

Candidates can expect to gain knowledge and understanding in the following:

Introduction and Overview
Service Management as a practice
How it delivers value to customers and the business
The underpinning processes and functions that support the Service Lifecycle
Which stages of the Service Lifecycle contribute to SOA and how they all interact

Service Portfolio Management
Service Portfolio Management inclusive of its design strategy, components, methods, activities, roles and operation including its organizational structure and the interfaces with other processes
Service Portfolio Management in relationship to the Service Catalogue and Service Pipeline and how these support SOA
The benefits and business value from Service Portfolio Management

Service Catalogue Management
Service Catalogue Management inclusive of its design strategy, components, activities, roles and operation including its organizational structure and the interfaces with other processes
Service Catalogue in relationship to the Service Portfolio, the Business Catalogue, the Technical Service Catalogue and how these components are used to ensure quality service within SOA
Metrics and Critical Success Factors (CSFs) associated with Service Catalogue Management in support of SOA

 

Service Level Management (SLM)
Service Level Management (SLM) inclusive of design strategy, components, activities, roles and operation including its organizational structure as well as any interfaces with other processes
SLM components and activities including Service Level Agreements (SLAs) structures, Service Level Requirements (SLRs), Operational Level Agreements (OLAs), Critical Success Factors (CSFs), Underpinning Contracts (UCs) their metrics, performance and monitoring
How these components are used to ensure quality service within SOA
The benefits and business value of SLM

 

Demand Management
Demand Management process inclusive of design strategy, components, activities, roles and operation including its organizational structure as well as any interfaces with other processes
Demand especially as it relates to business activity patterns and how it is used within SOA
Service Portfolio interaction with Demand Management and how demand can be managed for service in relation to providing Business benefits and in support of SOA

 

Supplier Management
Supplier Management process inclusive of design strategy, components, activities, roles and operation including its organizational structure as well as any interfaces with other processes
Supplier Management components and activities (e.g. Supplier Categorization, Supplier Evaluation, Supplier and Contract Database, metrics, etc.) and how these are used to ensure quality service within SOA
The benefits and business value that can be gained from Supplier Management as related to SOA Financial Management
Financial Management inclusive of design strategy, components, activities, roles and operation including its organizational structure as well as any interfaces with other processes
Financial Management components and activities including funding, accounting, chargeback, Return on Investment and how these are used to ensure quality service within SOA
The benefits and business value that can be gained from Financial Management

Roles and Responsibilities
Business Relationship Manager roles and responsibilities and how they support SOA
Business Relationship Manager activities and how these are used to ensure quality service within SOA
The roles and responsibilities related to Service Catalogue Manager, Service Level Manager and the Supplier Manager and how they fit within the Service Design organization to support SOA

Technology and Implementation Considerations
Service Management tools and where/how they would be used within SOA for process implementation
The tools that support SOA
Challenges and Risks when implementing SOA practices and processes

 

Exam Format
Multiple choice, scenario-based, gradient scored questions.
Number of Questions: 8

Pass Score: 28/40 or 70%
Delivery: Online or Paper Based Examination through an Accredited Training Organization.
Exam Duration: 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).
Closed Book

 

 

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Exam Pledges

Our course materials, training approach and trainers are so good that that we are offering anyone who attends any of our courses the following pledges:

Foundation Pledge

In the most unlikely event of failing the Foundation exam, you will be offered a free Exam retake within 3 months of your original course.

Practitioner Pledge

Should you fail your practitioner exam, we will offer you a free place on any subsequent practitioner course, as long as you pay for the cost of the practitioner exam.

Testimonials

"I was unable to do any reading before the course and was worried. There was no need. I had 88% and must commend the trainer for her delivery. The course materials were really good."


-Ali Patel

"Excellent course materials, very good trainer, comfortable venue. Of course, I passed with very high marks."


-Sally Temple

"Amazing trainer. He explained all issues simply and made the whole training process fascinating. I passed with the highest marks I have ever had in any exam."


-Olu Ogundipe

"Fantastic experience! From first contact, throughout the training course and the exam."


-Stella Blackwood

"I have used many training providers for our company's training requirements and trainingcreatively stands out. Absolutely! The best trainer, course materials and customer services."


-John Stevens
"The trainer kept everyone alert and engaged. It's the best training experience I have and the customer service was excellent."
-Philip O'Hare
"I came for the weekend course from Blackpool. I passed with high marks and also had a nice time in London. I will recommend trainingcreatively to my colleagues."
-Sam O'Connor

We deliver Courses in

United Kingdom, Argentina, Australia, Austria, Belgium, Belize, Brazil, Canada, Colombia, Cyprus, Denmark, France, Gambia, Germany, Ghana, Greece, Hong Kong, Hungary, India, Ireland, Italy, Kenya, Malta, Mexico, Netherland, New Zealand, Nigeria, Norway, Poland, Sierra Leone, Singapore, Slovakia, South Africa, Spain, Sri Lanka, Sweden, Switzerland, Tanzania , Uganda, United Arab Emirates, USA, Zambia, Zimbabwe, China, Croatia, Cyprus, Egypt, Finland, Iran, Japan, Kuwait, Saudi Arabia, Oman, South Korea, Portugal, Qatar, Venezuela

Our Courses

We deliver Courses in

United Kingdom, Argentina, Australia, Austria, Belgium, Belize, Brazil, Canada, Colombia, Cyprus, Denmark, France, Gambia, Germany, Ghana, Greece, Hong Kong, Hungary, India, Ireland, Italy, Kenya, Malta, Mexico, Netherland, New Zealand, Nigeria, Norway, Poland, Sierra Leone, Singapore, Slovakia, South Africa, Spain, Sri Lanka, Sweden, Switzerland, Tanzania , Uganda, United Arab Emirates, USA, Zambia, Zimbabwe, China, Croatia, Cyprus, Egypt, Finland, Iran, Japan, Kuwait, Saudi Arabia, Oman, South Korea, Portugal, Qatar, Venezuela, Birmingham, Tokyo, Warsaw, Frankfur, Bristol, Glasgow, Qatar, Amsterda , Cambrid , Leeds, Hong Kong, Brighton, Crdiff, Leicester, Singapore, Reading, Edinburgh, Liverpool, Barcelona, Sheffield, Riyadh, London, Lisbon, Derby, Dubai, Liverpool, Stockholm, Frankfurt, Amsterdam, Auckland, Oslo, Brussels, Manchester, Cambridge, Berlin, Dublin, Milton Keynes, Geneva, Nottingham, Copenhagen, Newcastle, Helsinki, Southampton, Paris, Norwich, Belfast, Milton Keynes