This five-day instructor-led course includes a 90 minute examination, consisting of 8 multiple choice, scenario-based, gradient scored questions.
Each question will have four possible answer options, one is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark and one which is a distractor and achieves no marks. Students must achieve a score of 28 out of 40 (or 70%) in order to have passed this examination.
The course itself provides students with an introduction to the Service Lifecycle as a whole, and focuses on the processes and roles from within the ITIL guidance on Service Offerings and Agreements that offers students a balanced knowledge of ITIL practices that have direct interaction and dependencies in their daily use.
This course is designed as a free-standing qualification which is intended to enable students to apply the practices and carry out the activities during the Service Management Lifecycle.
Successfully attaining the ITIL Intermediate Certificate for Service Offerings and Agreements provides 4 credits towards the maximum 22 required in order to achieve the ITIL Expert qualification.
Module 1: • Service Portfolio Management
Module 2: • Service Level Management
Module 3: • Service Catalogue Management
Module 4: • Demand Management
Module 5: • Supplier Management
Module 6: • Financial Management
• This course is intended for individuals who require a deeper understanding of Service Offerings and Agreement processes, and how they can be used to enhance the quality of IT services within their organisation.
• This course is also appropriate for IT Professional working in an organisation which has adopted ITIL and need to be informed so they can contribute to service improvement initiatives.
• This course is is also suitable for Operational staff working in roles that address financial management, supplier management and management of SLAs and the Service Catalogue of IT services who wish to enhance their capabilities.
Students participating in this course must have either:
• The ITIL version 3 Foundation certificate, or • Version 2 Foundation plus version 3 Foundation Bridge certificate, and • At least 2 years of professional experience working in IT Service Management
It is also recommended that students:
• Read the Service Strategy, Service Design, and Continual Service Improvement books in advance.
