The ITIL® Intermediate Qualification: Service Offerings and Agreements Certificate
Target Audience
The target group of the ITIL® Certificate in Service Offerings and Agreements is:
- Individuals who have attained the ITIL Foundation certificate in Service Management and who wish to advance to higher level ITIL certifications
- Individuals who require a deep understanding of ITIL Certificate in the Service Offerings and Agreement processes and how it may be used to enhance the quality of IT service support within an organization
- IT professionals that are working within an organization that has adopted and adapted ITIL who need to be informed about and thereafter contribute to an ongoing service improvement programme
- Operational staff involved in Service Portfolio Management; Service Catalogue Management; Service Level Management; Demand Management; Supplier Management; Financial Management and Business Relationship Management who wish to enhance their role-based capabilities.
Qualification Level: Intermediate
Course Objectives
Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:
- Service Management as a Practice
- Processes across the Service Lifecycle pertaining to the Service Offerings and Agreement curriculum
- Service Portfolio Management which provides documentation for services and prospective services in business terms
- Service Catalogue Management which is concerned with the production and documentation of the Service Catalogue from a business and a technical viewpoint
- Service Level Management which sets up a Service Level Agreement (SLA) structure and ensures that all SLAs have an underpinning support structure in place
- Demand Management which identifies Patterns of Business Activity to enable the appropriate strategy to be implemented
- Supplier Management which ensures all partners and suppliers are managed in the appropriate way and includes contract management
- Financial Management which includes ensuring understanding of the service value and the management of all financial considerations
- Business Relationship Managers who have responsibility to represent customers and ensure the Service Catalogue and Portfolio have the right needs
- Operational activities of processes covered in other Lifecycle phases such as Incident and Change Management
- Common Service Operation activities related to Service Offerings and Agreement
- Organizing for Service Operation which describe functions to be performed within Service Offerings and Agreement
- Service Offerings and Agreement roles and responsibilities
- Technology and Implementation Considerations
- Challenges, Critical Success Factors and risks
- CSI as a consequence of effective Service Offerings and Agreement.
Prerequisites: Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management.
Examination Format: Multiple Choice
Number of Questions: 8
Pass Score: 28/40 or 70%
Delivery: Online or Paper Based Examination through an Accredited Training Organization
Exam Duration: Maximum 90 minutes for all candidates in their respective language (Candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary)
Open/Closed Book: Closed Book.
Recommended Reading
The ITIL Service Lifecycle publications are the core texts for this certification, which can be purchased from www.apmg-businessbooks.com.
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Contact any of our ITIL Accredited Training Organizations for course details, dates and prices.
