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Solartech

ITIL v3 Service Offerings and Agreements Capability

$3,417.00

ITIL v3 Service Offerings and Agreements Capability

$3,417.00
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Product Description

This 3 day training course from Solartech immerses learners in the practical aspects of the ITIL v3 Service Lifecycle and processes associated with the Service Offerings and Agreements of services and service delivery. The main focus of this course is on operational-level process activities and supporting methods and approaches to execute these processes in a practical, hands-on learning environment. 

This course uses an optimal mix of learning methods to provide learners with the most effective way to build their ITIL knowledge with respect to Service Offerings and Agreements and to apply this knowledge in real life. Learners can complete e-learning modules on their own time to build their knowledge and then participate in interactive classroom or virtual classroom sessions to apply this knowledge in practice.

ITIL Training

Audience Profile

The Service Offerings and Agreements Capability course will be of interest to:

  • Individuals who have their ITIL v3 Foundation certificate (or the ITIL v2 Foundation + v3 Foundation Bridge certificate) and want to purse the Intermediate and Advanced level ITIL certifications.

  • Individuals and/or operational staff who require a deep, practical understanding of the Service Offerings and Agreements processes and how they may be used to enhance the quality of IT service support within an organization. For example, operational staff involved in Service Portfolio Management, Service Catalogue Management, Service Level Management, Demand Management, Supplier Management, Financial Management, and Business Relationship Management.

  • IT professionals involved in IT Service Management implementation and improvement programs.

  • Typical roles, including (but not restricted to) IT professionals, IT/business managers, IT/business process owners, and IT practitioners.

Prerequisites

  • Hold an ITIL v3 Foundation certificate or ITIL v2 Foundation + v3 Foundation Bridge certificate.

  • There is no minimum mandatory requirement but 2 to 4 years’ professional experience working in IT Service Management is highly desirable.

  • It is also strongly recommended that candidates:

    • Can demonstrate familiarity with IT terminology; understanding the context of Service Offerings and Agreements management in their own business environment is strongly recommended.

    • Have exposure working in the Service Management capacity within a service provider environment, with responsibility emphasizing at least one of the following management processes:

      • Service Portfolio Management, Service Catalogue Management, Service Level Management, Demand Management, Supplier Management, and Financial Management

      • It is recommended that candidates be familiar with the guidance detailed in the ITIL Service Lifecycle Practices core publications prior to attending training for this certification.

At course completion

On completing this course and examination, the learner will gain competencies in:

  • Understanding Service Management as a practice and how the processes within Service Offerings and Agreements support the Service Lifecycle.

  • Knowing the important role of Service Offerings and Agreements in service provision and understanding how the in-scope processes interact with other Service Lifecycle processes.

  • Comprehending the activities, methods, and functions used in each of the Service Offerings and Agreements processes.

  • Knowing how to apply Service Offerings and Agreements processes, activities, and functions to achieve operational excellence

  • Measuring Service Offerings and Agreements performance.

  • Understanding the importance of IT security and how it supports Service Offerings and Agreements.

  • Understanding technology and implementation requirements in support of Service Offerings and Agreements.

  • Comprehending the challenges, Critical Success Factors, and risks related to Service Offerings and Agreements.

Course Learner Material

  • Learners receive a copy of the classroom presentation material, practice exam, case study, homework, and assignments.

  • Learners receive a PDF with additional course reference material (about 600 pages). This material is formatted for an e-reader, allowing students to read it as an e-book.

  • Learners receive a login and password for the e-learning modules a few weeks before the (virtual) classroom course starts. The e-learning materials are available for 2 years after completion of the course.

About the Examination

  • Evidence of ITIL v3 Foundation certificate or ITIL v2 Foundation + v3 Foundation Bridge certificate and completion of the Service Offerings and Agreements Capability course from an Accredited Training Provider is required to sit for the exam.

  • The exam is a closed-book exam with eight (8) multiple-choice, scenario-based, gradient-scored questions.

  • The exam duration is a maximum of 90 minutes for all candidates in their respective language (candidates sitting the examination in a language other than their first are allowed a maximum of 120 minutes and the use of a dictionary).

  • Each question has 4 possible answer options; one that is worth 5 marks, one that is worth 3 marks, one that is worth 1 mark, and one that is a distracter and receives no marks.

  • The pass score is 28/40 or 70%.

Credits

  • On successfully passing the ITIL v3 Service Offerings and Agreements Capability exam, the student will be recognized with 4 credits in the ITIL Qualification scheme.

  • Project Management Institute – Professional Development Units (PDUs) = 30

Agenda

E-Learning

(Virtual) Classroom

E-Learning

 

Day 1

Day 2

Day 3

 

6 hours of self-paced, instructor-supported e-learning

Service Management

Service Level Management

Financial Management

4 hours of self-paced, instructor-supported e-learning

 

Service Portfolio Management

Demand Management (incl. 15-min RECAP)

Business Relationship Manager

 
 

Service Catalogue Management

Supplier Management (incl. 15-min RECAP

Roles and Responsibilities

 
 

Lunch

 
 

Service Level Management

Financial Management

   
 

4. Availability Management

Homework (review of day's material)

   
 

 Homework

   

 







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