ITIL® V3 Service Offerings & Agreements Capability Course

• Individuals who have their ITIL V3 Foundation Certificate (or the ITIL V2 Foundation + V3 Foundation Bridge Certificate) who want to pursue the intermediate and advanced level ITIL Certifications.
• Individuals and / 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.
• Typical roles include (but are not restricted to): IT professional, IT/business manager, IT/business process owner, and IT practitioner.

• Understanding of the importance of Service Management as a Practice concept and Service Operation principles, purpose and objective
• The importance of ITIL Service Offerings and Agreements while providing service
• How all processes in ITIL Service Offerings and Agreement interact with other Service Lifecycle Processes
• The processes, activities, methods and functions used in each of the ITIL Service Offerings and Agreement processes
• How to use the ITIL Service Offerings and Agreement processes, activities and functions to achieve operational excellence
• How to measure ITIL Service Offerings and Agreements
• The importance of IT Security and its contributions to ITIL Service Offerings and Agreements
• Understanding of technology and implementation considerations surrounding ITIL Service Offerings and Agreements
• Challenges, Critical Success Factors and Risks associated to ITIL Service Offerings and Agreements

• A maximum of 12 students can attend this course with 1 instructor
• Classroom with U-shaped seating arrangement
• 2 break out rooms where available – Whiteboard, flipchart, projector
• Previous ITIL Certificate numbers need to be provided prior to the start of the course
• Course runs 8:00 – 5:00 each day.  The exam can be scheduled from 3:00 – 5:00 on the last day.

• Hold an ITIL V3 Foundation Certificate or ITIL V2 Foundation + V3 Foundation Bridge Certificate
• Complete at least 21 hours of personal study by reviewing the Service Design and Service Strategy publications
• There is no minimum mandatory requirement but 2 to 4 years professional experience working in IT Service Management is highly desirable

• Students receive a copy of the course syllabus, classroom presentation material, practice exam, case study, homework and assignments.

• Upon successful passing of the ITIL V3 Service Offerings and Agreements Capability exam, the student will be recognized with 4 credits in the ITIL V3 Qualification Scheme. 
• Project Management Institute – Professional Development Units (PDUs) = 38

• We will give a voucher for one exam re-take.
• Our instructors will be available to the student for questions.
• We will provide materials to assist the student's study for the exam.
• The student may re-attend an open enrollment class at no cost in preparation for the exam but will need to bring the class material from the original class.

Schedule