Online ITIL V3 Intermediate Capability Training and Certification Exam
 Course Benefits
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Learn how to successfully apply Service Offerings and Agreements best practices
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Gain competencies in SOA processes
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Understand how to provide value to the customer, service provider and IT organization
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Learn how to make sure Service Level Agreements have an underpinning support structure
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Learn how to manage partners and suppliers in an appropriate way
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Learn the knowledge required to pass the ITIL Intermediate Service Offerings and Agreements Exam
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Gain an additional 4 credits towards your ITIL Expert certification status |
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Course Quick Links
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Service Offerings and Agreements - Course Introduction
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The Service Capability stream contains four courses that all focus on concepts relevant to applying best practice.
This ITIL V3 Intermediate Qualification: Service Offerings and Agreements is a free-standing qualification, but is also part of the ITIL Intermediate Capability stream, and one of the courses that leads to the ITIL Expert in IT Service Management Certificate.
The learning units within this course include:
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Introduction and Principles |
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Processes |
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Roles |
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Technology |
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Implementation |
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An understanding of all elements of the Capability area, processes, activities, technology, organization, and challenges are all included and studied from a day-to-day application perspective. |
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Service Offerings and Agreements - Key Learning Outcomes |
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Service Offerings and Agreements - Course Contents
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Introduction – Service Management as a Practice
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This unit introduces the candidate to the concepts and terminology that support the field of Service Offerings
and Agreements.
Be able to understand and describe:-
- The concept of Service Management as a practice
- The concept of Service, its value proposition/composition
- The concepts of Function, Process and Role
- The role of processes in the Service Lifecycle
- How Service Management creates business value
- How SOA processes support the Service Lifecycle
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Service Offerings and Agreements Processes
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This unit covers the processes that contribute to SOA practices. Each process is treated as a separate
learning Module, with content allowing delegates to understand, describe, identify, demonstrate, apply,
distinguish, produce, decide or analyze the activities and techniques of:
- Service Catalogue Management
- Service Level Management
- Supplier Management
- Service Portfolio Management
- Demand Management
- Financial Management
- Business Relationship Management
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Service Offerings and Agreements Roles and Responsibilities
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This unit provides a high-level view of key process roles related to the Service Offerings and Agreements
processes, including:
- Service Level Manager
- Supplier Manager
- Service Catalogue Manager
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Technology and Implementation for Service Offerings and Agreements
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This unit deals with technology and implementation considerations for SOA. Delegates must be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze:-
The types of tools that would benefit Service Offerings and Agreements
- Generic requirements for Service Management tools
- Evaluation of technology and tooling for process implementation
- How to plan and implement Service Management technology
Implementation and Improvement of best practice and processes, including the Service Offerings and Agreements
issues relating to:-
- Good practices for practice and process implementation
- Challenges, Critical Success Factors and Risks across the lifecycle
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Service Offerings & Agreements – Training & Certification Contents
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This course is delivered online through a dedicated learning portal
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You have 100 consecutive days online access to: -
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Extended Video tutorials (watch as often as you like)
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Downloadable, detailed study guides (printable too)
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Mindmap and supporting learning resources
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Practice quizzes and exercises to reinforce learning
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Copy of official course syllabus and study planner
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ITIL Expert Tutor Support (via Email)
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Official practice exam papers plus answers (with full rationale behind each answer)
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Exam Preparation guide with hints and tips
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Your Web Based Exam with instant on-screen results
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Official Certificate and PIN delivered to your door
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Free additional course access – in the event you are unsuccessful in your final certification exam
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Course Pre-Requisites and Entry Criteria
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All candidates must already hold the Foundation Certificate in IT Service Management - this means either the ITIL V3 Foundation Certificate (or the ITIL V2 Foundation and the ITIL V2-V3 Foundation Bridge Certificate).
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All candidates will also obtain a personalised Certificate of Course Completion at the end of this training course. This is your proof of attendance.
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Electronic copies of all the above certificate(s) must be provided to us before successfully gaining
admission to the associated exam for this course.
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You can use our online form to upload your certificate(s) when you are ready to schedule your final exam.
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This is provided by you online – using our ‘Request an Exam’ form. You simply ‘upload’ your certificates.
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Service Offerings and Agreements - Exam Entry Criteria
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Mandatory:
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Minimum of 30 study hours across the course content - this means watching all the video tutorials at least twice, reviewing the study guides, your own revision, quizzes, tutorials and practice examinations with full answer rationale
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Proof of holding the ITIL V3 Foundation Certificate in IT Service Management or ITIL V2 Foundation plus the bridging certificate
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Recommended:
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At least an additional 12 hours of personal study by reviewing the syllabus and the ITIL core volumes (not included in course price) in preparation for the examination
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Basic IT literacy and around 2 years IT experience are also highly desirable
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The main ITIL core volumes referenced in this course are Service Strategy and Service Design. Elements of the course also address material from the Service Transition, Service Operation and Continual Service Improvement volumes |
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Service Offerings and Agreements - Exam Details
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Your final exam is web based and may be taken from your home or your office (within a quiet room where you will not be disturbed)
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Your exam will be proctored remotely via web cam to ensure that exam standards are maintained. See web based exams for details.
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Your exam is 90 minutes (or 120 minutes if English is not your native language) and consists of 8 complex multiple choice, scenario based questions.
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Gradient scoring is used whereby each question will have 4 possible answer options; one of which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks.
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The pass mark for the exam is 28 marks out of 40 (70%)
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 Pricing Information
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$899
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Course coming soon! We're updating our material to reflect the ITIL 2011 changes - please check back soon for availability information.
Click Buy Now to purchase with a credit card and start today.
Click Invoice Me to request an invoice and pay via funds transfer. |
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