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  • ITIL Intermediate Service Offerings & Agreements (5 Day)

ITIL® Intermediate; Service Offerings & Agreements


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Quick Overview

This course is aimed at individuals who have attained the ITIL Foundation certificate in Service Management and who wish to advance to higher level ITIL certifications. It will give delegates a deep understanding of Service Offerings and Agreement processes and how they may be used to enhance the quality of IT service support.


The ITIL Intermediate Certificate in Service Offerings and Agreements forms part of the Capability series of Intermediate certification modules, which can be taken as stand-alone qualifications or with a view to amassing sufficient credits to gain the ITIL Service Management Expert qualification. It will give candidates a deep level of understanding of the Service Offerings and Agreement processes across the Service Lifecycle.

This course will enable delegates with a Foundation-level knowledge of IT Service Management to apply good practice across the Service Lifecycle in processes pertaining to Service Offerings and Agreement. The course is interactive, combining presentation sessions and group exercises, with plenty of opportunity for questions and discussion. On completion of the course and the required personal study, delegates will be able to sit the ITIL Intermediate examination in Service Offerings and Agreement worth 4 credits.

Individuals who may find this course of interest include IT professionals that are working within an organisation that has adopted and adapted ITIL and who need to be informed about and contribute to an ongoing service improvement programme, as well as operational staff involved in Service Portfolio Management, Service Catalogue Management, Service Level Management, Demand Management, Supplier Management, Financial Management and Business Relationship Management, and who wish to enhance their role-based capabilities.

What Are The Course Objectives?

The key objectives of this course are to enable participants to:

  • Understand the importance of Service Management as a Practice
  • Appreciate how all processes in Service Offerings and Agreement interact with other Service Lifecycle Processes
  • Identify the processes, activities, methods and functions used in each of the Service Offerings and Agreement processes
  • Understand how to use the Service Offerings and Agreement processes, activities and functions to achieve operational excellence
  • Explain how to measure Service Offerings and Agreement
  • Understand the technology and implementation considerations surrounding Service Offerings and Agreement and the associated Challenges and Risks

Course Content:

1. Service Offerings and Agreement

  • - Service Management as a Practice
  • - What is Service?
  • - Service Management and Business Value
  • - Processes in the Service Lifecycle

2. Service Portfolio Management

  • - Relationship with Service Catalogue and Service Pipeline
  • - Business and IT Services
  • - Methods

3. Service Catalogue Management

  • - Purpose, Goal, Objectives, Scope and Interfaces
  • - Business and Technical Service Catalogue
  • - Key Metrics
  • - Relationship to Other Lifecycle Processes

4. Service Level Management

  • - Purpose, Goal, Objectives, Scope and Interfaces
  • - Key Concepts and Activities
  • - Key Metrics and Deliverables
  • - Roles and Responsibilities
  • - SLAs, OLAs and Review

5. Demand Management

  • - Purpose, Goal, Objectives, Scope and Interfaces
  • - Key Concepts and Activities

6. Supplier Management

  • - Purpose, Goal, Objectives and Scope
  • - Key Concepts and Activities
  • - Key Metrics
  • - Roles and Responsibilities
  • - Supplier Categorisation

7. Financial Management

  • - Purpose, Goal, Objectives, Scope and Interfaces
  • - Key Concepts and Activities
  • - Business Case, ROI and Charge back
  • - Key Metrics

8. The Role of Business Relationship Managers

9. Service Offerings and Agreement Roles and Responsibilities

10. Technology and Implementation Considerations

  • - Technology and Tooling
  • - Good Practice
  • - Challenges, CSFs and Risks

11. Common Service Activities

12. Continual Service Improvement

What examinations are taken on the course?

ITIL® Service Offerings and Agreement Exam: 90 Mins, closed book, Eight complex multiple-choice questions choice questions

Additional Information

Course Type Intermediate Master ITIL/5DSOA

SPOCE delivers accredited training courses across the country. The following is a list of SPOCE's training venues. Residential accommodation (A) can be arranged at our Bournemouth venue. Refreshments (R) are provided at all venues. Lunch (L) is also provided at all venues except London.

Birmingham (L,R) - Hallmark Hotel - Strathallan, 225 Hagley Road, Edgbaston, Birmingham, West Midlands, B16 9RY

Bournemouth (A,L,R) - Hallmark - West Cliff, Durley Chine Road, Bournemouth, Dorset, BH2 5JS

Fareham (R) - IPSO, Forum 3, Solent Business Park, Whiteley, Fareham, Hampshire, PO15 7FH

Fleet (L,R) - GBS Corporate, Ancells Business Park, Oakmere, Barley Way, Fleet, Hampshire GU51 2UT

Leeds (L,R) - Jurys Inn, Brewery Place, Brewery Wharf, Leeds, West Yorkshire LS10 1NE

London (R) - SPOCE, 2nd Floor, New London House, 6 London Street, London, EC3R 7LP

Manchester (L,R) - Cheadle House, Royal Crescent, Cheadle, Stockport, SK8 3FS

Nottingham (L,R) - Eastwood Hall, Mansfield Road, Eastwood, Nottingham, NG16 3SS

Oxford (L,R) - Oxford Witney Four Pillars, Olney House, Ducklington Lane, Witney, Oxfordshire, OX28 4EX

Southampton (L,R) - The Learning Centre, 14 Annealing Close, Eastleigh, Hants, SO50 9PX

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