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                • ITIL Intermediate Service Offerings & Agreements (5 Day)

                ITIL® Intermediate; Service Offerings & Agreements


                Please Call Us

                Quick Overview

                This course is aimed at individuals who have attained the ITIL Foundation certificate in Service Management and who wish to advance to higher level ITIL certifications. It will give delegates a deep understanding of Service Offerings and Agreement processes and how they may be used to enhance the quality of IT service support.


                The ITIL Intermediate Certificate in Service Offerings and Agreements forms part of the Capability series of Intermediate certification modules, which can be taken as stand-alone qualifications or with a view to amassing sufficient credits to gain the ITIL Service Management Expert qualification. It will give candidates a deep level of understanding of the Service Offerings and Agreement processes across the Service Lifecycle.

                This course will enable delegates with a Foundation-level knowledge of IT Service Management to apply good practice across the Service Lifecycle in processes pertaining to Service Offerings and Agreement. The course is interactive, combining presentation sessions and group exercises, with plenty of opportunity for questions and discussion. On completion of the course and the required personal study, delegates will be able to sit the ITIL Intermediate examination in Service Offerings and Agreement worth 4 credits.

                Individuals who may find this course of interest include IT professionals that are working within an organisation that has adopted and adapted ITIL and who need to be informed about and contribute to an ongoing service improvement programme, as well as operational staff involved in Service Portfolio Management, Service Catalogue Management, Service Level Management, Demand Management, Supplier Management, Financial Management and Business Relationship Management, and who wish to enhance their role-based capabilities.

                What Are The Course Objectives?

                The key objectives of this course are to enable participants to:

                • Understand the importance of Service Management as a Practice
                • Appreciate how all processes in Service Offerings and Agreement interact with other Service Lifecycle Processes
                • Identify the processes, activities, methods and functions used in each of the Service Offerings and Agreement processes
                • Understand how to use the Service Offerings and Agreement processes, activities and functions to achieve operational excellence
                • Explain how to measure Service Offerings and Agreement
                • Understand the technology and implementation considerations surrounding Service Offerings and Agreement and the associated Challenges and Risks

                Course Content:

                1. Service Offerings and Agreement

                • - Service Management as a Practice
                • - What is Service?
                • - Service Management and Business Value
                • - Processes in the Service Lifecycle

                2. Service Portfolio Management

                • - Relationship with Service Catalogue and Service Pipeline
                • - Business and IT Services
                • - Methods

                3. Service Catalogue Management

                • - Purpose, Goal, Objectives, Scope and Interfaces
                • - Business and Technical Service Catalogue
                • - Key Metrics
                • - Relationship to Other Lifecycle Processes

                4. Service Level Management

                • - Purpose, Goal, Objectives, Scope and Interfaces
                • - Key Concepts and Activities
                • - Key Metrics and Deliverables
                • - Roles and Responsibilities
                • - SLAs, OLAs and Review

                5. Demand Management

                • - Purpose, Goal, Objectives, Scope and Interfaces
                • - Key Concepts and Activities

                6. Supplier Management

                • - Purpose, Goal, Objectives and Scope
                • - Key Concepts and Activities
                • - Key Metrics
                • - Roles and Responsibilities
                • - Supplier Categorisation

                7. Financial Management

                • - Purpose, Goal, Objectives, Scope and Interfaces
                • - Key Concepts and Activities
                • - Business Case, ROI and Charge back
                • - Key Metrics

                8. The Role of Business Relationship Managers

                9. Service Offerings and Agreement Roles and Responsibilities

                10. Technology and Implementation Considerations

                • - Technology and Tooling
                • - Good Practice
                • - Challenges, CSFs and Risks

                11. Common Service Activities

                12. Continual Service Improvement

                What examinations are taken on the course?

                ITIL® Service Offerings and Agreement Exam: 90 Mins, closed book, Eight complex multiple-choice questions choice questions

                Additional Information

                Course Type Intermediate
       Master ITIL/5DSOA

                SPOCE delivers accredited training courses across the country. The following is a list of SPOCE's training venues. Residential accommodation (A) can be arranged at our Bournemouth venue. Refreshments (R) are provided at all venues. Lunch (L) is also provided at all venues except London.

                ONLIVE Virtual - ONLive Virtual Classroom, Instructor-led Training, accessible from anywhere in the world with internet connectivity.

                Birmingham (L,R) - Hallmark Hotel - Strathallan, 225 Hagley Road, Edgbaston, Birmingham, West Midlands, B16 9RY

                Bournemouth - West Cliff (A,L,R) - Hallmark Hotel - West Cliff, Durley Chine Road, Bournemouth, Dorset, BH2 5JS

                Bournemouth - East Cliff (A,L,R) - Hallmark Hotel Bournemouth East Cliff, East Overcliff Drive, Bournemouth BH1 3AN

                Bournemouth - Best Western Royale (A,L,R) - The Best Western Hotel Royale, 16 Gervis Road, Bournemouth, BH1 3EQ

                Bournemouth - The Cumberland(A,L,R) - The Cumberland, East Overcliff Drive, Bournemouth, BH1 3AF

                Bournemouth - The Suncliff (A,L,R) - The Suncliff Hotel, East Overcliff Drive, Bournemouth, BH1 3AG

                Bournemouth - The Trouville Hotel (A,L,R) - The Trouville Hotel, 5-7 Priory Road, Bournemouth, Dorset, BH2 5DH

                Brighton (L,R) - Holiday Inn Brighton Seafront, 137 King’s Road, Brighton, B1 2JF

                Bristol (L,R) - Arnos Manor Hotel, 470 Bath Road, Avon, Bristol, BS4 3HQ

                Cardiff (L,R) - Jurys Inn Cardiff, Park Place, Cardiff, CF10 3DN

                Cambridge (L,R) - Hallmark Hotel Cambridge, Bar Hill, Cambridge CB23 8EU

                Canterbury (L,R) - Best Western Abbots Barton Hotel, 36 New Dover Road, Canterbury, Kent, CT1 3DU

                Coventry (L,R) - The Welcome Centre, 47 Parkside, Coventry CV1 2HG

                Exeter (L,R) - Gipsy Hill Hotel, Gipsy Hill Lane, Exeter EX1 3RN

                Fleet (L,R) - GBS Corporate, Ancells Business Park, Oakmere, Barley Way, Fleet, Hampshire GU51 2UT

                Leeds (L,R) - Mercure Leeds, Otley Road, Leeds LS16 8AG

                Leicester (L,R) - Devonshire Place, 78 London Rd, Leicester LE2 0RA

                Liverpool (L,R) - Jurys Inn, 31 Keel Wharf, Liverpool, L3 4FN

                London (R) - SPOCE, 2nd Floor, New London House, 6 London Street, London, EC3R 7LP

                London (R) - ITIL - SPOCE, 9 Devonshire Square, London EC2M 4YF

                Manchester (L,R) - Trafford Hall Hotel, 23 Talbot Rd, Stretford, Manchester M16 0PE

                Milton Keynes (L,R) - Hotel Novotel Milton Keynes, Saxon St, Heelands, Milton Keynes MK13 7RA

                Newcastle (L,R) - Ramada Encore Newcastle-Gateshead, Hawks Road, Gateshead Quays, Newcastle Upon Tyne, NE8 3AD

                Nottingham (L,R) - Eastwood Hall, Mansfield Road, Eastwood, Nottingham, NG16 3SS

                Norwich (L,R) - Mercure Norwich Hotel, 121-131 Boundary Road, Norwich, NR3 2BA

                Oxford (L,R) - Oxford Milton Hill House, Steventon, Abingdon, Oxford, OX13 6AF

                Portsmouth (L,R) - Best Western Royal Beach Hotel, St Helens Parade, Portsmouth, PO4 0RN

                Plymouth (L,R) - Future Inn Plymouth, 1 William Prance Road, Plymouth International Business Park, PL6 5ZD

                Reading (L,R) - Best Western Reading Calcot Hotel, Bath Rd, Calcot, Reading RG31 7QN

                Sheffield (L,R) - Sheffield Metropolitan Hotel, Blonk Street, Sheffield, S1 2AU

                Southampton (L,R) - Lancaster Court, Barnes Wallis Road, Fareham, Hampshire. PO15 5TU

                Southampton (L,R) - The Learning Centre, 14 Annealing Close, Eastleigh, Hants, SO50 9PX

                Stoke-on-Trent (L,R) - Quality Hotel Stoke, 66 Trinity Street, Hanley, Stoke-On-Trent, ST1 5NB

                Swansea (L,R) - Mercure Swansea, Phoenix Way, Swansea, West Glamorgan, SA7 9EG

                York (L,R) - Hotel 53, 53 Piccadilly, York YO1 9PL

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