ITIL Intermediate Capability Stream: Service Offerings & Agreements (SOA)



Basic information Additional information Exam

Target audience

The main target group for this course and qualification includes individuals who require a deep understanding of the ITIL® Certificate in the Service Offerings and Agreements processes and of how it may be used to enhance the quality of IT service support within an organization, IT professionals, operational staff involved in the included processes, and who wish to enhance their role-based capabilities.

Benefits

Knowledge of more practical approach to the area of IT services management focusing on building the offer of IT services, negotiating and signing agreements and contracts, and managing levels of services. This course prepares students for the ITIL Intermediate Certificate: Service Offerings and Agreements which is part of the ITIL Intermediate Capability stream qualifications. It is a free-standing qualification and is also one of the modules that lead to the ITIL Expert

Course content

  • Service Portfolio Management
  • Service Catalogue Management
  • Service Level Management
  • Demand Management
  • Supplier Management
  • Financial Management
  • Strategy Management for IT Services
  • Design Coordination
  • Technology considerations
  • Roles and responsibilities
  • Sample exam
The course culminates in a formal closed-book examination - ITIL® Intermediate: Service Offerings & Agreement.
Duration

5 days

Price included

  • “Service Offerings & Agreements Intermediate Capability Handbook
  • Printed presentation
  • Materials for exercises and sample solutions
  • Glossary and abbreviation
  • Trial exam answer key

Form of training

Open or for closed group

Prerequisites

ITIL® Foundation, version 3 or 2011 edition certificate, ITIL® V2 Foundation together with the ITIL® Foundation Bridge certificate.

Accreditation

The training course based on ITIL®. Accreditation by APMG. Training course material licensed by Fox ITSM.

Group size

From 8 to 12 students

Related training

Training in

EN

Training materials in

EN

Additional materials

READ THE ARTICLE
DOWNLOAD WHITEPAPER
WATCH VIDEO
LISTEN
ADDITIONAL MATERIALS

Certification

Confirmation of passing the exam is a certificate of “ITIL® Intermediate Certificate: Service Offerings and Agreements” released by the British organization APMG.

Exam

Exam ITIL® Intermediate: Service Offerings and Agreements
Prerequisites Completion of the ITIL® Service Offerings and Agreements training course.
Examination form
Written
Duration 90 minutes. The exam is in English. Candidates taking the exam in a different language than their native language have a maximum of 120 minutes
Method Multiple choice
Number of Question
8 complex multiple choice, scenario-based, gradient scored questions
Required to pass the exam 70% (28 out of 40)
Exam in

EN

Duration

90 minutes

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