Course Title:	ITIL® Service Capability: Service Offerings & Agreements	Code:	CSOA
Duration:	5 days	Course Price:	£1395
Professional Qualification:	ITIL Service Offerings and Agreements Certificate
Exam Duration/Format:	90 minutes, closed book, 8 multiple choice, scenario-based, gradient scored questions	Exam Price:	£100 (included)

Who Should Attend:	The course is intended for those of you involved in process areas such as: Service Portfolio Management, Service Catalogue Management, Service Level Management, Demand Management, Supplier Management or Financial Management. It is also intended to allow for progression on to higher level ITIL certifications.
Prerequisites:	ITIL V3 Foundation Certificate or ITIL V2 Foundation plus Bridge Certificate and completion of an accredited Course from an ITIL Accredited Training Provider

Overview

The course builds on the general principles covered as part of the ITIL® Foundation course. This enables the organisation to introduce Service Portfolio Management, Service Catalogue Management, Service Level Management, Demand Management, Supplier Management or Financial Management as integral parts of its overall business-focussed Services Framework. The course prepares delegates for the ITIL® Capability examination in Service Offerings and Agreements and successful candidates will be awarded 4 credits towards the ITIL® Expert qualification

Key Topics Covered

The purpose of Service Offerings & Agreement is to obtain knowledge on ITIL® terminology, process structure, roles, functions and activities that will enable role focused capability and competency in support of the Service Lifecycle approach as described in ITIL®. The course provides delegates with practical guidance on the design and implementation of integrated end-to-end processes based on proven industry best practice guidelines. How all processes in ITIL Service Offerings & Agreements interact with other Service Lifecycle processes as defined in ITIL

The challenges, Critical Success Factors and risks associated with ITIL Service Offerings & Agreements The processes, activities, methods and functions used in each of the ITIL Service Offerings & Agreements processes How to use the ITIL Service Offerings and Agreements processes, activities and functions to achieve operational excellence Understanding the technology and implementation considerations surrounding ITIL Service Offerings & Agreements

Next Steps

Further progression to the ITIL Expert diploma via additional Capability and/or Lifecycle Stream modules or if sufficient points have been achieved then progress to Expert via the Managing Across the Lifecycle course.

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