ITIL Service Offerings and Agreements Online Course

DO REQUEST FOR A FREE DEMO OF THIS ONLINE COURSE THROUGH ANY OF THE CONVENIENT OPTIONS IN THIS LINK: https://www.trainingcreatively.com/contact-us

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 organization 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-focused 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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