2011 ITIL Service Offerings & Agreements Course

ITIL® SERVICE OFFERINGS & AGREEMENTS COURSE

Notice!

The industry has seen a significant drop in the number of registrations for the  ITIL Capability Courses.  These courses tend to have a large number of sessions cancelled. Value Shepherd has decided to remove these sessions from their online calendar while retaining the capability to deliver them.  The courses that this applies to include:

    • ITIL Release Control & Validation
    • ITIL Service Offerings and Agreements
    • ITIL Planning Protection & Optimization
    • ITIL Operational Support & Analysis

Value Shepherd takes a different approach to these courses. We ask that prospective attendees register their interest with us at education@valueshepherd.com or by calling toll free 1-833-825-8348. Once we receive a number of registered interests, we will reach out to the candidates and discuss mutually acceptable dates for a session. 

Registering your interest is risk free and doesn’t cost you anything. Once the course is confirmed, you will be asked to confirm your interest and payment will be required to register you directly in the course. 

Description

The ITIL Intermediate Qualification – Service Offerings and Agreements course immerses learners in the practical aspects of the ITIL Service Lifecycle and processes associated with the Service Offerings and Agreements of services and service delivery.

This course is delivered in a number of formats. (See below)

The main focus of this course is on the operational-level process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment. This course is designed using an engaging case study-based approach to learning the core disciplines of the ITIL best practice and positions the student to successfully complete the associated exam.

Prerequisites

Candidates must hold an ITIL Foundation Certificate (v3 or 2011) or an ITIL Foundation Bridge Certificate.

Topics
At the end of this course, the learner will gain competences in:

  • Understanding the importance of Service Offerings and Agreements in the context of the Service Lifecycle.
    The processes, methods, organization, roles and common activities related to the in-scope Service Offerings and Agreements processes.
  • Technology and implementation considerations.
  • Challenges, critical success factors and risks.

The processes covered in this course include:

  • Service Portfolio Management
  • Service Level Management
  • Service Catalogue Management
  • Demand Management
  • Supplier Management
  • Financial Management for IT Services
  • Business Relationship Management

Instruction Method

This course has mandatory 30 contact hours as well as a recommendation of completing 12 hours of self-study prior to starting the course. Value Shepherd delivers this course using 3 different formats

  • 4 Day – Classroom (Candidates given a voucher for exam to be booked by the candidate)
  • 5 Day – Classroom (Candidates will write the paper-based exam on the 5th day)
  • 4 Day – Online – Instructor Led (Candidates given a voucher for exam to be booked by the candidate)

There is a minimum class size of 5 students and a maximum class size of 18 students.
Two official sample exams will be provided during the course.

The following requirements must be met in order to participate in online training:

  • All online sessions will be delivered through Adobe Connect.
  • Students require access to a fast and reliable internet connection and a headset and microphone. All audio will be run through your computer, Voice-over-IP, as there is no dial-in option for this training.
  • Test your connection here. All of the tests must pass. Your local IT department should be able to assist with installing Flash and the Adobe Connect plug-in if there are any difficulties.
  • All sessions are mandatory.

Exam Information
The exam is 90 minutes long and consists of 8 multiple choice questions worth a maximum of 5 marks each. Students must get 28 (70%) or more to pass the exam.
For classroom based courses: A paper-based certification exam is included with the registration and is taken during the afternoon of the fourth day.
For online instructor led based courses: A computer-based certification exam is included with the registration. Students will be provided with an exam voucher that will allow them to take the exam at their convenience through a web-based exam proctor within 30 days of the completion of the course. Students will require access to a webcam and high speed internet connection.

Required Materials
Students are required to pre-read and bring to class the following ITIL Service Management Practices Core Lifecycle publications:
ITIL Service Design – 2011 Edition
ISBN: 9780113313051
and
ITIL Service Strategy – 2011 Edition
ISBN: 9780113313044

Please contact our office if you are looking to purchase the above publication.

The following link will take you to the official ITIL Release Control & Validation Qualification Syllabus:
ITIL Service Offerings & Agreements Syllabus

Two official sample exams will be provided during the course.

The following requirements must be met in order to participate in online training:

  • All online sessions will be delivered through Adobe Connect.
  • Students require access to a fast and reliable internet connection and a headset and microphone. All audio will be run through your computer, Voice-over-IP, as there is no dial-in option for this training.
  • Test your connection here. All of the tests must pass. Your local IT department should be able to assist with installing Flash and the Adobe Connect plug-in if there are any difficulties.
  • All sessions are mandatory.

VALUE SHEPHERD is accredited by Axelos (through PeopleCert) to deliver this course.

If you have any questions, please feel free to email us at info@valueshepherd.com or call us at 1-833-VALUEIT (1-833-825-8348)