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ITIL v3 Service Offerings and Agreements

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The intermediate level ITIL v3 Service Offerings & Agreements offers a role based hands-on experience and in-depth coverage of the Service Offerings and Agreements cluster of processes and functions according to ITIL v3. An interactive approach is used combining lecture, discussion and exercises.

Course Objectives:

  • Service Management as a practice
  • The following processes across the Service Lifecycle pertaining to the Service Offerings and Agreement curriculum: Service Portfolio Management, Service Catalog Management, Service Level Management, Demand Management, Supplier Management, Financial Management
  • Operational activities of processes covered in other lifecycle phases
  • Common Service Operation activities related to Service Offerings and Agreements
  • Organizing for Service Operation which describes 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

Who should attend:
IT managers, operational staff, and others requiring a deeper knowledge of or who are involved in the Service Offerings and Agreements cluster of processes and functions.

Exam & Certification:
ITIL v3 Service Offerings and Agreements

Delivery:
Instructor-led classroom or virtual classroom

Duration:
5 Days

ITIL Expert™:
Earn 4 credits

PMI PDUs:
Earn 35 PDUs

Prerequisites:
An ITIL v3 Foundation certificate and preferably two years work experience in an IT Service Management environment.
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