The ITIL Service Offerings and Agreements module is one of the certification tracks offered in the ITIL Service Capability work stream. This track emphasizes on the real life application of the ITIL SOA best practices enabling organizations and professionals to manage portfolios, service level requirements, service catalogues, demands, suppliers and finances.
In ITIL Service Offering and Agreements course, participants will learn about the principles, concepts, processes and best practices described in the ITIL service offerings and agreements syllabus. Service offerings and agreements covers information from the ITIL Service Design and ITIL Service Strategy core volumes. This course focuses on creating, managing and showing service offerings in an organization, as well as understanding financial and supplier aspects of those service offerings. This course focuses on hands-on information about designing and implementing these processes.
The ITIL Foundation certification is a pre-requisite to take the exam at the end of the class. Proof of certification must be provided in order to receive service offerings and agreements exam results.
Please note, this course and all of our accredited ITIL courses are only offered together with the respective exam.
ITIL is a registered trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
By the end of this course, participants will have the leadership toolkit to shape and steer GenAI portfolios across their organization.
Strategic Application
Course introduction and overview
- History of ITIL
- What is a service?
- Utility, warranty and value
- Assets, resources and capabilities
- What is a service management?
- Stakeholders
- Processes and functions
- Generic service management roles
- The service lifecycle map
- Design coordination
- Purpose
- Objectives
- Scope
- Business value
- Policies, principles and basic concepts
- Activities, methods and techniques
- Triggers, inputs, outputs and interfaces
- Sources of information
- Critical success factors and key performance indicators
- Challenges and risks
- Roles and responsibilities
- Purpose
- Objectives
- Scope
- Business value
- Policies, principles and basic concepts
- Activities, methods and techniques
- Triggers, inputs, outputs and interfaces
- Sources of information
- Critical success factors and key performance indicators
- Challenges and risks
- Roles and responsibilities
- Purpose
- Objectives
- Scope
- Business value
- Policies, principles and basic concepts
- Activities, methods and techniques
- Triggers, inputs, outputs and interfaces
- Sources of information
- Critical success factors and key performance indicators
- Challenges and risks
- Roles and responsibilities
- Purpose
- Objectives
- Scope
- Business value
- Policies, principles and basic concepts
- Activities, methods and techniques
- Triggers, inputs, outputs and interfaces
- Sources of information
- Critical success factors and key performance indicators
- Challenges and risks
- Roles and responsibilities
- Purpose
- Objectives
- Scope
- Business value
- Policies, principles and basic concepts
- Activities, methods and techniques
- Triggers, inputs, outputs and interfaces
- Sources of information
- Critical success factors and key performance indicators
- Challenges and risks
- Roles and responsibilities
- Good practices for process implementation
- Generic requirements for service design technology
- Evaluation criteria for technology and processes
- Planning and implementing service management technologies
- Challenges, risks and critical success factors associated with implementing technologies and processes
Exam review
Practice exam
hands-on learning model
Access to sanitized process maps, KPI definitions, candidate initiative lists, and basic cost baselines (time, cycle time, error or rework rates)
Speak with a Cognixia specialist about enrollment options, custom cohorts for your leadership team, or tailored delivery formats for your organization.
One of our specialists will contact you within one business day.
Asked Questions
Find details on duration, delivery formats, customization options, and post-program reinforcement.
The ITIL – Service Offerings and Agreements course is highly recommended for current and aspiring:
- IT professionals
- Service desk professionals
- Business professionals
- Executive leadership
- Service management professionals
- Incident managers
- Problem managers
- IT governance professionals
- Financial management professionals
- Business relationship managers
- Service level managers
- Service transition professionals
- Release and deployment management professionals
- Knowledge management professionals
- Service operation professionals
- Change managers
- Quality improvement professionals
- Continuity planning professionals
- Information security professionals
A minimum internet speed of 2 MBPS is recommended.
All the sessions are recorded. So even if you miss a class, you can access a recorded video of the session in your LMS.
You will get lifetime access to LMS and all the learning material in it.
of the future
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Custom cohorts available for enterprise teams.