ITIL® Service Offerings and Agreements

ITIL® Service Offerings and Agreements

Course Summary

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 as 5 Full Days in an Instructor Led Online format.

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.


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

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At the end of this course, the student will gain competencies 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.

There is a minimum class size of 6 students and a maximum class size of 18 students.

Two official sample exams will be provided during the course.

The following link will take you to the official ITIL Service Offerings and Agreements Qualification Syllabus:
ITIL Service Offerings and Agreements Syllabus

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.

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 Strategy – 2011 Edition
ISBN: 9780113313044

ITIL Service Design – 2011 Edition
ISBN: 9780113313051

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

Upcoming Dates and Prices for ITIL Service Offerings and Agreements

Below is a list of all upcoming ITIL Service Offerings and Agreements courses.

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Location Dates Price exc. TAX   Status
Online (8:30 am - 4:30 pm Mountain Time) Oct 02 – 06, 2017 2,495.00 CAD

Online (8:30 am - 4:30 pm Mountain Time)

Oct 02 – 06, 2017

2,495.00 CAD exc. TAX


Register Now » Available
Register Now » Available
We currently do not have any courses scheduled. Please contact us to register your interest in this course and we will work with you to setup a session or discuss training alternatives.

Accreditation Information

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