---------------------------------------------------------------]

Suitability - Who should attend?

Course Syllabus
Each of the syllabus areas will be covered in a module of the course; each module may contain a number of lessons, dependent on the areas covered.

Our course has been accredited by EXIN, who are licensed by AXELOS as an Examination Institute for the ITIL® Service Offerings and Agreements Certificate in IT Service Management.

The official mock exams are provided and the course includes a module on how to approach these, working through some examples.

In addition to the resources provided, the examination guidance recommends that candidates should complete at least 30 hours of personal study.

You will also have the option to get help from the Good E-Learning tutors at any time!

Module 1 – Introduction to Service Offerings and Agreements
This module looks at the basic concepts and principles relating to Capacity Management and the activities for the process and the triggers, inputs and outputs of the process.  It also provides you with an understanding of the purpose and objectives, scope and value to business of both the strategy management for IT services process and the design coordination process.

Module 2 – Service Portfolio Management
This module provides a complete overview of the objectives, scope and importance of service portfolio management as a process to generate business value. Service portfolio management policies, principles, concepts, activities, methods and techniques are explained in relationship to SOA practices. Efficient use of service portfolio management metrics are reviewed in this module.

Module 3 – Service Catalogue Management
This module covers the purpose, objectives and scope of service catalogue management and its importance as a process to generate business value.  It also covers the main activities, methods and techniques that enable service catalogue management and how they relate to service offerings and agreements.

Module 4 – Service Level Management
This module covers the service level management (SLM) process and how it contributes to SOA. It provides a complete overview of the objectives, scope and the importance of SLM as a process to generate business value. IT SLM policies, principles, concepts, activities, methods and techniques are explained in relation to SOA practices, including SLA structures and determining service level requirements.

 Module 5 – Demand Management
The module covers the purpose, objectives and scope of demand management and its importance as a process to generate business value. It also covers information management, the main activities, methods and techniques that enable demand management and how they relate to service offerings and agreements.

Module 6 – Supplier Management
This module provides a complete overview of the objectives, scope and importance of supplier management as a process to generate business value. Supplier management policies, principles, concepts, activities, methods and techniques are explained in relationship to SOA practices.

Module 7 – Financial Management
This module provides a complete overview of the objectives, scope and importance of financial management as a process to generate business value. Financial management policies, principles, concepts such as accounting, budgeting and charging, activities, methods and techniques are explained in relationship to SOA practices. 

Module 8 – Business Relationship Management
It provides a complete overview of the objectives, scope and importance of business relationship management as a process to generate business value. Business relationship management policies, principles, concepts, activities, methods and techniques are explained in relationship to SOA practices.  Efficient use of business relationship management metrics are reviewed in this module.

Module 9 – SOA roles and responsibilities
This module looks at the key roles and responsibilities for the SOA processes of service portfolio management, service catalogue management and service level management, demand management, supplier management, financial management for IT services and business relationship management.

Module 10 – Technology and implementation considerations
The module covers SOA technology and implementation considerations. It also provides an overview of all three lifecycle stages (service design, service operation and service transition) which are used to explore the challenges, Critical success factors and risks related to implementing practices and processes.

Module 11 – Exam Preparation
This module prepares you for the ITIL Service Offerings and Agreements examination.

Benefits

• This ITIL Service Offerings and Agreements e-Learning course is approved by EXIN as a fully accredited training course.
• Students will gain in-depth knowledge of Service Offerings and Agreements and hold a widely recognised qualification, if successful.
• Benefits to your organisation:
  -Employees will be able to use the processes and tools to make quality decisions regarding the direction & provision of services to the organisation.
• Benefits to you as an individual
  - You will gain in depth knowledge and be able to demonstrate your ability to identify service opportunities and plan to make the best use of limited resources in service delivery.
  - With e-Learning, individuals and organizations avoid the typical costs of travel and consultancy by studying independently online

---------------------------------------------------------------