This course enables you to gain a deep understanding as a practitioner, of the ITIL^® best practices for Service Offerings and Agreements.

Learning Objectives

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

• Service Management as a Practice
• The Processes pertaining to Service offerings and agreements:

• Service Portfolio Management for both existing and prospective services, including Service Catalogue Management
• Financial Management
• Service Level Management
• Demand Management which identifies patterns of business activity to enable appropriate strategy implementation
• Supplier Management and Business

• Relationship Management
• Operational activities of processes covered in other Lifecycle phases such as:

• Incident Management
• Change Management

• Service Offerings and Agreement roles and responsibilities, and its functional organisation
• Technology and Implementation Considerations
• Challenges, Critical Success Factors and risks
• Continual Service Improvement

Target Audience

The course is aimed but not restricted to operational staff involved in Service Portfolio Management, Service Level Management, Supplier Management, Financial Management and Business Relationship Management who are implementing these processes within their organisation.

Entry Criteria

Candidates must hold the ITIL® Foundation Certificate in IT Service Management (the V3 Foundation or V2 Foundation plus Bridge Certificate). Candidates should have exposure to basic concepts in IT and related work experience of at least two years.

Exam and Professional Qualification

Students should complete at least 12 hours of personal study by reviewing the syllabus and the pertinent areas of the ITIL Service Management Practice core guidance publications and in particular, the Service Strategy and Service Design publications.
The examination consists of a complex multiple choice, closed book paper of 8 questions, to be answered within 90 minutes. Successful candidates will be awarded 4 credits towards the ITIL® Expert qualification.

Course Content:

• Introduction and the importance of Service Management as a Practice
• Service Portfolio Management
• Service Catalogue Management
• Service Level Management
• Demand Management
• Supplier Management
• Financial Management
• The role of the Business Relationship Manager and other key roles within this area
• Technology and Implementation considerations to assist Service Design, and evaluation criteria
• Exercises and discussions to consolidate the learning experience
• Exam practice, preparation, mock exam and exam on the final day