ITIL V3 Service Offerings and Agreements (HF427S)

This course explains the terminology, processes, roles, functions and activities relating to the Service Design phase of the IT Service Management Lifecycle, based on Version 3 of the IT Infrastructure Library (ITIL®). It is one of four ?Service Capability? Modules, which are role-based. They offer participants a balanced knowledge of ITIL® best practices. The Service Capability series will be of interest to participants who wish to be certified to a deep-level of understanding of ITIL® V3 with the primary focus on the process activities and execution throughout the Service Lifecycle.

This course contains formal examination (closed book complex graded multiple-choice examination with 8 questions to be answered in 90 minutes; students must get 70% correct in order to pass).

course outline 
Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:
  • Processes across the Service Lifecycle pertaining to the Service Offerings and Agreement curriculum.
  • Service Catalogue Management which is concerned with the production and documentation of the Service Catalogue from a business and a technical viewpoint.
  • Demand Management which identifies Patterns of Business Activity to enable the appropriate strategy to be implemented.
  • Financial Management which includes ensuring understanding of the service value and the management of all financial considerations.
  • Operational activities of processes covered in other lifecycle phases such as Incident and Change Management.
  • Organizing for Service Operation which describe functions to be performed within Service Offerings and Agreement.
  • Technology and Implementation Considerations.
  • CSI as a consequence of effective Service Offerings and Agreement.
Formal examination: this is a closed book complex graded multiple-choice examination with 8 questions to be answered in 90 minutes. Students must get 70% correct in order to pass.
  • Service Management as a Practice.
  • Service Portfolio Management which provides documentation for services and prospective services in business terms.
  • Service Level Management which sets up a Service Level Agreement (SLA) structure and ensures that all SLAs have an underpinning support structure in place.
  • Supplier Management which ensures all partners and suppliers are managed in the appropriate way and includes contract management.
  • Business Relationship Managers who have responsibility to represent customers and ensure the Service Catalogue and Portfolio have the right needs.
  • Common Service Operation activities related to Service Offerings and Agreement.
  • Service Offerings and Agreement roles and responsibilities.
  • Challenges, Critical Success Factors and risks.
Participants will also gain the knowledge necessary to prepare for the ?ITIL® Certificate in Service Offerings and Agreement? examination from EXIN, ISEB or APM Group. This certificate is worth 4 credits in the ITIL® Version 3 Qualification Scheme.