ITIL^® Intermediate Qualification:
Service Offerings and Agreements

What is this course about?

In this course, you learn how to plan, manage and optimize the service offerings and agreements processes. Through lectures, assignments, practice exams and review sessions, you gain the knowledge to take the ITIL Intermediate Qualification: Service Offerings and Agreements Certification Exam.

Who will benefit from this course?

This course is valuable for those who want to a detailed understanding of the achieve the ITIL Intermediate Qualification: Service Offerings and Agreements Certificate. This course is also valuable for those who need a detailed understanding of the service offerings and agreements processes.

Which ITIL processes are covered in this course?

The ITIL Service Offerings and Agreements Certification syllabus covers the following ITIL topics:

• Introduction to service offerings and agreements (SOA)
• Service portfolio management
• Service catalog management
• Service level management
• Demand management
• Supplier management
• Financial management for IT services
• Business relationship management
• SOA roles and responsibilities
• Technology and implementation considerations

Does this course count toward the ITIL Expert certification?

Yes. Once you achieve the ITIL Intermediate Qualification: Service Offerings and Agreements Certificate, you earn four credits toward the ITIL Expert certification. To achieve the ITIL Expert certification, you need to earn a minimum of 22 credits. See:http://www.itil-officialsite.com/qualifications/creditprofiler.aspx

Has this course been updated to ITIL 2011?

Yes. This course has been updated to ITIL 2011.

What background do I need?

You must hold the ITIL v3 Foundation Certificate, the v3 Foundation Bridge Certificate or the ITIL Expert certificate achieved via a bridging route. Two to four years of professional experience working in IT service management is highly desirable.

It is also recommended that candidates:

• Can demonstrate familiarity with IT terminology and understand that the context of service offerings and agreements management within your own business environment is strongly recommended;
• Have experience working in the service management capacity within a service provider environment, with responsibility for at least one of the following management processes and activities: service portfolio management, service catalog management, service level management, demand management, supplier management, financial management for IT services, and business relationship management; and
• Complete at a minimum 12 hours of personal study by reviewing the syllabus and the pertinent areas within the ITIL Service Strategy and ITIL Service Design core guidance in preparation for the examination, specifically Chapter 2: Service management as a practice.

What changes were made to the ITIL Services Strategy book for ITIL 2011?

The concepts within the publication have been clarified, without changing the overall message. The updated publication includes more practical guidance and more examples where relevant. The newly defined process of strategy management for IT services outlines the development and maintenance of business and IT strategies. There are also separate descriptions of business strategy and IT strategy; financial management has been expanded; and business relationship management and demand management are now covered as processes.

How much time is spent on each topic?

What changes were made to the ITIL Service Design book for ITIL 2011?

Throughout the updated ITIL Service Design publication, there has been a particular focus on alignment with ITIL Service Strategy. A number of concepts and principles have been clarified, most significantly the flow and management of activity throughout the overall service design stage, with the addition of the design coordination process. Other significant clarifications include the five aspects of service design, the design of the service portfolio, and the terminology related to service catalog views.

How much time do I have to take the exam and what's the pass score?

You have 90 minutes to complete the multiple-choice, scenario-based exam. You must correctly answer 70% of the answers to pass.

What's the difference between the Lifecycle and Capability certificates?

The Lifecycle stream-which includes the service strategy qualification-consists of five modules or certifications. These certifications focus on the service lifecycle, the use of process and practice within the lifecycle and developing the skills needed to deliver quality service management practices in an organization. The Capability certificates, which are made up of four modules, are geared toward those who want a thorough understanding of ITIL processes and roles. The primary focus is on activities, execution and use of the processes throughout the entire service lifecycle.

What is the relationship between Learning Tree, the APM Group (APMG) and the Cabinet Office?

Both Learning Tree and this course have been accredited by the APM Group. As an accredited training organization (ATO), Learning Tree and its trainers have been approved to deliver this course and invigilate ITIL exams. APM Group is responsible for providing the examination papers, and marking and notifying Learning Tree of the results. The five ITIL core manuals are part of a suite of guidance developed and owned by the Cabinet Office aimed at helping organizations and individuals manage their projects, programs and services.

How does this course relate to other Learning Tree courses?

The following Learning Tree courses are part of the ITIL Capability stream:

• 995, ITIL® Intermediate Qualification: Operational Support and Analysis 
• 997, ITIL® Intermediate Qualification: Planning, Protection and Optimization 
• 996, ITIL® Intermediate Qualification: Release, Control and Validation 

These courses are part of the ITIL Lifecycle stream:

• 982, ITIL® Intermediate Qualification: Service Strategy 
• 993, ITIL® Intermediate Qualification: Service Design 
• 992, ITIL® Intermediate Qualification: Service Transition 
• 991, ITIL® Intermediate Qualification: Service Operation 
• 994, ITIL® Intermediate Qualification: Continual Service Improvement