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ITIL®

Course type:
Classroom
Duration:
5 days
Delivery:
Classroom
Optional add-ons:
N/A
Feefo rating

ITIL® Intermediate - Service Offering & Agreement classroom

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

  • Individuals who require a deep understanding of the ITIL Certificate in the Service Offering and Agreements processes, and how it may be used to enhance the quality of IT support within an organisation
  • IT professionals that are working within an organisation that has adopted and adapted ITIL, and who need to be informed about, and thereafter contribute to, an ongoing service improvement programme 
  • Operational staff involved in strategy management for IT services, service portfolio management, service level management, service catalogue management, demand management, supplier management, financial management for IT services, and business relationship management and wish to enhance their role-based capabilities.

Exam information

Exam format

  • Multiple-choice
  • 90 minute duration
  • 8 scenario-based, gradient scored questions
  • 70% required to pass
  • Closed-book
  • This course provides four credits towards the ITIL Expert Qualification in IT Service Management.