About ITIL Service Offerings & Agreements

36 PMI PDUs – Four credits
Course runs 8:00 AM – 5:00 PM each day - exam is scheduled from 1:00 PM – 2:30 PM on the last day.

This five-day course immerses learners in the practical aspects of the ITIL® V3 Service Lifecycle and processes associated with the Service Offerings and Agreements of services and service delivery. The focus of this course is on the operational-level process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment. This training is intended to enable the holders of the certificate to apply the practices during the Service Management Lifecycle.

ITIL Service Offerings & Agreements - Objectives

Upon completion of this course and examination, the learner will gain competencies in:

• understanding Service Management as a Practice and how the processes within Service Offerings and Agreements support the Service Lifecycle
• knowing the important role of Service Offerings and Agreements in service provision and understanding of how the in-scope processes interact with other Service Lifecycle processes
• the activities, methods, and functions used in each of the Planning Protection and Optimization processes
• the activities, methods, and functions used in each of the Service Offerings and Agreements processes
• the application of Service Offerings and Agreements processes, activities, and functions to achieve operational excellence
• how to measure Service Offerings and Agreements performance
• the importance of IT Security and how it supports Service Offerings and Agreements
• understanding technology and implementation requirements in support of Service Offerings and Agreements
• the challenges, critical success factors, and risks related with Service Offerings and Agreements

ITIL Service Offerings & Agreements - Audience

The Service Offerings and Agreements Capability course will be of interest to:

• individuals who have their ITIL V3 Foundation Certificate (or the ITIL V2 Foundation + V3 Foundation Bridge certificate) who want to purse the intermediate and advanced level ITIL certifications.
• individuals or operational staff who require a deep practical understanding of the Service Offerings and Agreements processes and how these may be used to enhance the quality of IT service support within an organization, for example: operational staff involved in Service Portfolio Management; Service Catalogue Management, Service Level Management, Demand Management, Supplier Management, Financial Management, and Business Relationship Management
• IT professionals involved in IT Service Management implementation and improvement programs.

ITIL Service Offerings & Agreements - Prerequisites

Hold an ITIL V3 Foundation Certificate or ITIL V2 Foundation + ITIL V3 Foundation Bridge Certificate

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