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Course ITIL® Service Offerings and Agreements
  • Course Duration5 Days
  • Course Options
    Please contact us to discuss options for this course
The ITIL® Service Offerings and Agreements course is one of the four phases of the ITIL® Capability cycle of courses. Where the ITIL® Lifecycle courses concentrate on the processes themselves, these courses also concentrate on the Management angle of the ITIL® Lifecycle. Service Offerings and Agreements looks at how the associated processes support the service lifecycle, and more specifically, how the five phases of the ITIL® lifecycle (service strategy, service design, service transition, service operation and continual service improvement) create organisational value. The course also covers how service providers ensure that the return on investment (ROI) is commensurate with the efforts and expenditure involved, and that business cases (justifications) underpin our approach. This five-day course will take you through an explanation of these fundamentals and show how the need to understand the organisation and its requirements drives service providers in identifying and designing the appropriate service(s) to meet these requirements, both now and in the future. The course ends with a one and a half hour, scenario based, eight question multiple-choice exam, with the pass mark being 28/40 (70%). You will be appropriately prepared for this by our tutors throughout the course, and will sit two mock exams to raise your confidence levels.
    • Delegates are required to have completed the ITIL® Foundation Certificate in IT Service Management and have a minimum of two years relevant IT experience. Please note that as of January 2013, photographic ID is required for all exams, otherwise results will be withheld until proof has been provided.
A copy of our "Service management as a practice" document will be provided.
A full copy of all course slides, with room to make your own notes

A personal copy of the ITIL® Intermediate Capability

Handbook - Service Offerings & Agreements

A full copy of the ITIL® Glossary and Acronym List

Course hand-outs to aid further understanding, where applicable

Sample questions
Individual Benefits
You will gain an understanding on how Service Offerings and Agreements related processes support the ITIL® lifecycle by understanding how value is identified and included within service offerings, and how these offerings are managed as organisational needs change. It will also become apparent from the training that service offerings and agreements form an essential element of the ITIL® lifecycle. Only by understanding our customer and their requirements can we hope to provide services that underpin what the organisation needs to achieve both now and in the future. By having a better understanding of the best-practice framework, and in this particular course, Service Offerings and Agreements, it will enable you to identify areas for improvement back at the workplace, and allow you to develop your current role further, and help you do your job better. The reward being advancement within your company and a potential to increase your salary!
Organisational Benefits
Service Strategy is at the core of the ITIL lifecycle. Value creation begins here with understanding organisational objectives and customer needs. Every organisational asset including people, process and products should support the strategy. Service Strategy also provides guidance on how to view service management not only as an organisational capability but as a strategic asset. It describes the principles underpinning the practice of service management which are useful for developing service management policies, guidelines and processes across the ITIL lifecycle. Where Service Strategy identifies the 'what shall we do?' Service Design identifies the 'how should we do it?'.

Service Design takes a holistic approach to the designs, ensuring all requirements are identified to cover the service throughout its lifecycle, including process requirements, measurements and metrics, transitional and operational guidelines. The processes most closely associated with Service Offerings and Agreements are:

Service Portfolio Management - A service portfolio describes a provider's services in terms of organisational value. It articulates organisational need and the service provider’s response to that need (service offerings)

Service Catalogue Management - Provides and maintains a single source of consistent information on all operational services, and those being prepared to run operationally Service Level Management - The purpose of service level management is to ensure that all current and planned IT services are delivered to agreed achievable targets Demand Management - A crucial aspect of service management - poorly managed demand is a source of risk, while excess capacity generates cost without creating value. Demand management seeks to understand, anticipate and influence organisational demand for services, and the provision of cost-effective capacity to meet that demand. Supplier Management - The supplier management process ensures that suppliers and the services they provide are managed to support IT service targets and organisational expectations. Financial Management for IT Services - The purpose of financial management is to secure the appropriate level of funding to design, develop and deliver services that meet the strategy of the organisation. Financial management is also a gatekeeper that ensures that the service provider does not commit to services they are not able to provide. Business Relationship Management - The purpose of business relationship management is two-fold, firstly to establish and maintain a business relationship between the service provider and the customer based on understanding.
Target Audience
    • Are an individual who requires a detailed understanding of the SOA processes and how they may be used to enhance the quality of IT service support within an organisation.
    • Are an IT professional working within an organisation that has adopted and adapted ITIL® and needs to be informed about and thereafter contribute to an on-going service improvement programme.
    • Are a member of Operational staff involved in Service Portfolio Management; Service Level Management; Service Catalogue Management; Demand Management; Supplier Management; Financial Management and Business Relationship Management who wish to enhance their role-based Capabilities.
    • Are in one of the following IT professions or areas: IT Management IT Finance Manager Capacity Manager, Availability Manager Service Level Manager Business, Continuity Manager Service Portfolio Manager Supplier, Relationship Manager
What's included
    • For courses held on our premises, complimentary tea, coffee and biscuits are available. Lunch is not provided, however, there is a wide variety of eateries within a short walk of the centre.
    • Comprehensive course materials and exercises
Course Content
    • Key Topics
      The ITIL® Service Offerings & Agreements (SOA) intermediate certificate is one of the four capability phases that build on the knowledge gained from the ITIL® Foundation certificate. This capability phase is for those who wish to gain a deeper level of understanding of the ITIL® processes and roles, how they are implemented and interact.

      The primary focus for this ITIL® Service Offerings & Agreements is to effectively translate the requirements of the business through discussions and negotiation, through: Understanding the demands of the business and agreeing service levels to suite. Through Demand Management, understand the peaks and troughs in demand on services (identifying Patterns of Business Activity). Management of internal and external service providers to ensure business needs are met. The criticality of ensuring Service Portfolio Management documents all aspects of current, future and retired services.


Course Dates Please contact us to discuss dates for this course, thank you


IT Training Solutions Ltd
Oakville, 14 Durham Road West, Bowburn, Durham, DH6 5AU
0191 377 8377

Printed: 20 Mar 19




Contact us

  • Name*:*
  • Organisation:
  • Telephone:
  • Email:*
  • Message*:*
  • Send me a copy of this email
  • Send me course updates from time to time via email

    Your subscription will naturally terminate after your chosen time limit. We will get in touch just before the end so that you can subscribe again if you would like to continue receiving information after that point.

* Required Fields