ITIL Service Capability Service Offerings and Agreements

5 days


The course builds on the principles covered as part of the ITIL Foundation course and is aligned to the 2011 syllabus.

Course Outline

  • The focus of the course is to gain practical experience planning and executing processes within ITIL service offerings and agreements; the operational-level process activities and supporting methods and execution of these processes in a practical, hands-on learning environment. This course includes lecture, exercises, and scenario-based exam questions to increase your understanding of the core disciplines of ITIL best practices and position you to successfully complete the associated exam.
  • The main process focus areas of this course include: Business relationship management, Service portfolio management,Financial management for IT services,Demand management,Service catalogue management,Service level management,Supplier management.
  • Please note: The ITIL Foundation certification is required to take the exam at the end of class. Proof of certification must be provided.
  • The course is assignment based, with a strong emphasis on practical coursework, working as individuals and in teams.
  • Service Offerings and Agreements
  • How Service Offerings and Agreements Practices Support the Service Lifecycle#
  • Purpose, Objectives, Scope, and Value of Strategy Management for IT Services and the Design Coordination Process
  • Successful Services Depend on the Customer's Perception of Utility and Warranty
  • Relevance of Business Cases and Return-on-Investment to Service Offerings and Agreements Practices
  • Business Relationship Management
  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Triggers, Inputs, Outputs, and Process Interfaces
  • Information Management within the Business Relationship Management Process
  • CSFs and KPIs
  • Challenges and Risks
  • Key Roles and Responsibilities
  • Service Portfolio Management
  • Service Portfolio
  • Information Management within the Service Portfolio Management Process
  • Financial Management for IT Services
  • Information Management within the Financial Management for IT Services Process
  • Demand Management
  • Importance of Demand Management to Managing Services throughout their Lifecycle
  • Information Management within the Demand Management Process
  • Service Catalog Management
  • Importance of the Service Catalog to the Service Lifecycle
  • Information Management within the Service Catalog Management Process
  • Production of a Service Catalog
  • Key Roles and Responsibilities of Service Catalog Management
  • Service Level Management
  • Importance of Service Level Management to the Service Lifecycle
  • Information Management within the Service Level Management Process
  • Contents of Service and Operational Level Agreements (SLAs and OLAs)
  • Supplier Management
  • Information Management within the Supplier Management Process
  • Technology and Implementation Considerations
  • Generic Requirements for Service Management Technologies
  • Evaluation Criteria for Technology and Tooling for Proce

Related Courses


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ITILv3, RESILIA, PRINCE2, PRINCE2 Agile, AgileSHIFT, MSP, M_o_R, P3M3, P3O, MoP, MoV courses on this page are offered by QA Affiliate of AXELOS Limited. ITIL, RESILIA, PRINCE2, PRINCE2 Agile, AgileSHIFT, MSP, M_o_R, P3M3, P3O,MoP, MoV are registered trademarks of AXELOS Limited. All rights reserved.

Upcoming Dates

  • GREEN This class is Guaranteed To Run.
  • SPVC - Self-Paced Virtual Class.
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Course Location Days Cost Date
Yorkshire Sheffield5 6598 £6598 2019-12-09
Yorkshire Sheffield5 6598 £6598 2019-12-09
Norfolk Norwich5 6598 £6598 2019-12-09
Norfolk Norwich5 6598 £6598 2019-12-09
Merseyside Liverpool5 6598 £6598 2019-12-16
Merseyside Liverpool5 6598 £6598 2019-12-16
Virtual Virtual5 6598 £6598 2019-12-18
Virtual Virtual5 6598 £6598 2019-12-18
Essex Chelmsford5 6598 £6598 2020-01-02
Hampshire Eastleigh5 6598 £6598 2020-01-02
Kent Canterbury5 6598 £6598 2020-01-02
Lancashire Chorley5 6598 £6598 2020-01-02
London London5 6598 £6598 2020-01-06
Manchester Manchester5 6598 £6598 2020-01-13
Virtual Virtual5 6598 £6598 2020-01-20
London London5 6598 £6598 2020-01-27
London London5 6598 £6598 2020-01-27
London London5 6598 £6598 2020-02-03
London London5 6598 £6598 2020-02-24
London London5 6598 £6598 2020-02-24
Virtual Virtual5 6598 £6598 2020-03-23
Bristol Bristol5 6598 £6598 2020-03-23
Berkshire Wokingham5 6598 £6598 2020-03-30
Berkshire Wokingham5 6598 £6598 2020-03-30
Virtual Virtual5 6598 £6598 2020-04-14
Manchester Manchester5 6598 £6598 2020-04-20