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Course type:

5 days

With exams

ITIL® Intermediate - Service Offering & Agreement classroom

2019 will see the launch of the highly-anticipated ITIL® 4. This new version of ITIL retains all the best bits of V3, but with more emphasis on collaborative working, along with a holistic end-to-end view of product and service delivery.

The ITIL V3 qualification will continue to be available until AXELOS advise that the transition period will cease. Therefore we would encourage you to transition to the new scheme as soon as possible. Once the V3 qualification is phased out, the Practitioner level certification will no longer exist. 

The IT Infrastructure Library® (ITIL) is the most widely-accepted approach to IT service management in the world. ITIL is a best practice framework that has been drawn from both the public and private sectors, internationally. It describes how IT resources should be organised to deliver business value, documenting the processes, functions and roles of IT service management (ITSM).

Course overview

About the course

This course will help organisations to improve the quality of their IT service management. Delegates taking this course will improve role-based capability and competency by increasing their understanding of terminology, processes, roles and functions, and activities in the ITIL Service Lifecycle. It also provides a structured guide to ensuring an organisation can develop and implement, complete and fully-integrated, best practice processes and the opportunity to sit the ITIL Capability examination in Service Offerings & Agreements.

The ITIL Intermediate Qualification in Service Offerings & Agreements Certificate is a freestanding qualification, but is also part of the ITIL Intermediate Capability stream, and one of the modules that leads to the ITIL Expert in IT Service Management Certificate.

What's covered?

Upon successful completion of the course candidates can expect to gain competencies in the following: 

  • Importance of service management as a practice concept, service transition principle, purpose and objective 
  • Overview of service offerings and agreements processes and basic principles
  • Value to the business of service offerings and agreements
  • Service offerings and agreements processes and the use of business cases
  • Service offerings and agreements and ROI
  • Processes across the service lifecycle pertaining to service offerings and agreements
  • Service offerings and agreements roles and responsibilities
  • Technology and implementation considerations
  • Challenges, KPIs and risks associated with the creation and management of service offerings and the agreements required to support them

Target audience