ITIL V3 Service Offerings and Agreements (HF427S)
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).
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.
- 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.