ITIL Expert - Service Offerings & Agreements
Target Audience
IT Professionals, Business Managers and Business Process Owners.
This ITIL Training Module forms part of the ITIL Intermediate Capability Stream. Successful completion of the exam will provide an ITIL Certificate and also 4 credits towards achievement of the ITIL Expert qualification.
Learning Objectives
Succesful Delegates will understand:
- Principles, Purpose and Objective of Service Offerings & Agreements
- The importance of ITIL Service Offerings and Agreements
- How Processes within SO&A interact with other Service Lifecycle Processes
- The processes, activities methods and functions used
- How to achieve operational excellence
- How to measure ITIL Service Offerings and Agreements
- Technology and implementation considerations
- Challenges, critical success factors and risks
Achievement of the ITIL Expert Service Offerings & Agreements Certificate.
Pre-Requisites
ITIL Foundation Certificate in IT Service Management
(V3 Foundation OR V2 Foundation plus Foundation Bridge Certificate)
Basic IT literacy and 2 years' relevant IT experience are recommended.
12 hours' personal study including review of the syllabus and the ITIL core publications "Service Strategy" and "Service Design".
Select a course date to view a detailed course outline.
Course Summary
Examinations
ITIL Expert Service Offerings & Agreements Certificate
The exam is taken on the final day of the course:
Format: 8 multiple choice, scenario based, gradient scored questions
Duration: 90 minutes
Open Book: No
Pass Mark: 65% (26/40)
Upcoming Courses
This course is also available at your premises by appointment.
