Service Offerings Agreements

ITIL® Service Capability – Service Offerings & Agreements

Overview

ITIL Credits

The primary goal of IT Service Management is to deliver quality IT services that enable desired business outcomes. To do this, service providers often face a precarious balancing act of managing customer relationships and requirements, understanding and managing demand and patterns of business activities, aligning internal and external suppliers and maintaining fiscal responsibility and sound IT investments. The ITIL® Version 3 (V3) Capability Course – Service Offerings and Agreements (SOA) – provides the best practice process knowledge required to navigate these waters towards the safe harbor of customer satisfaction and continual service improvement.

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

Who should attend?

The course is suitable for individuals who require a deep understanding of Service Offerings & Agreements processes and how they may be used to enhance the quality of IT service provision within an organization. It offers a natural career development path for practitioner staff who already hold the ITIL® Foundation Certificate.

Before taking the course it is recommended, though not required, that candidates have exposure to basic concepts in IT and related work experience of at least two years.

Delegates wishing to take this examination are required to hold the ITIL Foundation Certificate in IT Service Management (or v2/v3 Bridge equivalent).

Prerequisite

• The ITIL Version 3 Foundation Certification in IT Service Management – obtained through  ITIL V3 Foundation or Foundation Bridge Course
• Two (2) to four (4) years professional experience with service management
• Learners must complete at least 21 hours of personal study by reviewing the Service Design and Service Strategy publication

Exam

The course forms part of the ITIL® Intermediate qualification program.

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 to allow use of a dictionary.) The pass mark will be 70% or more.

Course Content

Topics covered include:

• Service Management as a Practice.
• Processes across the Service Lifecycle pertaining to the Service Offerings and Agreements 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 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 and Change Management.
• Common Service Operation activities related to Service Offerings and Agreements.
• Organizing for Service Operation which describe functions to be performed within Service Offerings and Agreements.
• Service Offerings and Agreements roles and responsibilities.
• Technology and Implementation Considerations.
• Challenges, Critical Success Factors and risks.
• CSI as a consequence of effective Service Offerings and Agreements.