The ITIL Service Offerings & Agreements Capability Module
The purpose of the ITIL Certificate in Service Offerings and Agreement certification 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 the ITIL Service Management Practices. The ITIL Certificate in Service Offerings and Agreement is intended to enable the holders of the certificate to the ITIL Foundation certificate in IT Service Management to apply the practices in resolution and support of the Service Management lifecycle.
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PrerequisitesCandidates wishing to attend an accredited ITIL Certificate in Service Offerings and Agreement shall:
Hold an ITIL Foundation certificate in IT Service Management, or a V2-V3 Foundation Bridge Certificate
Demonstrate familiarity with IT terminology and understand the context of Service Offerings and Agreement and management of their own business environment is strongly recommended.
Have exposure working in the service management capacity within a service provider environment, with responsibility emphasizing on at least one of the following management processes:
o Service Portfolio Management
o Service Catalogue Management
o Service Level Management
o Demand Management
o Supplier Management
o Financial Management
It is strongly recommended that candidates read the ITIL Service Lifecycle Practices core publications prior to attending training for this certification.
Target GroupThe target group of the ITIL Certificate in Service Offerings and Agreement is:
Individuals who have attained the V3 ITIL Foundation certificate in Service Management, or the V3 Foundation Bridge certificate and who wish to advance to higher level ITIL certifications.
Individuals who require a deep understanding of ITIL Certificate in the Service Offerings and Agreement processes and how it may be used to enhance the quality of IT service support within an organisation.
IT professionals that are working within an organisation that has adopted and adapted ITIL® who need to be informed about and thereafter contribute to an ongoing service improvement programme
Operational staff involved in Service Portfolio Management; Service Catalogue Management; Service Level Management; Demand Management; Supplier Management; Financial Management and Business Relationship Management who wish to enhance their role-based capabilities.
This may include but is not limited to, IT professionals, business managers and business process owners.
Learning ObjectivesCandidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:
Service Management as a Practice
Processes across the Service Lifecycle pertaining to the Service Offerings and Agreement curriculum
Service Portfolio Management which provides documentation for services and prospective services in business terms
Service Catalogue Management which is concerned with the production and documentation of the Service Catalogue from a business and a technical viewpoint
Service Level Management which sets up a Service Level Agreement (SLA) structure and ensures that all SLAs have an underpinning support structure in place
Demand Management which identifies Patterns of Business Activity to enable the appropriate strategy to be implemented
Supplier Management which ensures all partners and suppliers are managed in the appropriate way and includes contract management
Financial Management which includes ensuring understanding of the service value and the management of all financial considerations
Business Relationship Managers who have responsibility to represent customers and ensure the Service Catalogue and Portfolio have the right needs
Operational activities of processes covered in other lifecycle phases such as Incident and Change Management Common Service Operation activities related to Service Offerings and Agreement
Organizing for Service Operation which describe functions to be performed within Service Offerings and Agreement
Service Offerings and Agreement roles and responsibilities
Technology and Implementation Considerations
Challenges, Critical Success Factors and risks
CSI as a consequence of effective Service Offerings and Agreement
And specifically in the following key areasService Portfolio Management
Service Level Management
Service Catalogue Management
Eligibility for ExaminationTo be eligible for the examination leading to an accredited ITIL Certificate in Service Offerings and Agreement, the candidate must fill the following requirements:
Have completed at least 30 hours of study with an accredited training provider or accredited e-learning provider for this syllabus;
Demonstrate 2 to 4 years professional experience on the ITSM market place;
Have completed at a minimum 12 hours of personal study. Ideally, candidates should have read the pertinent areas of the ITIL Service Management Practice core guidance publications.
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