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What Will I Learn?

Gain an understanding of Service Offerings and Agreements
Learn about Service Agreement Processes
Learn how to implement Service Offerings and Agreements effectively in the workplace
Learn the principles and purposes behind the concept of service agreements

Overview

The ITIL Intermediate Module – This Service Offerings and Agreements course will offer an in-depth level of knowledge and skills which are needed in order to build up and deploy relevant IT service offerings as well as agreements. The expertise to carry out this process so that the service user needs are met effectively without having any effect on the business goals of the company are taught in this module effectively.

The ITIL Intermediate Module – Service Offerings and Agreements course discusses review of service offerings activities and agreements.

The ITIL Intermediate Module – Service Offerings and Agreements course will teach service offerings and make sure that the key stakeholders will know exactly what to expect when dealing with Service Offerings and Agreements. This is very suitable for those who have to improve the customer satisfaction consistently in business. This module on Service Offerings and Agreements is worth 4 credits in order to achieve the minimum of 17 credits required prior to entering the final step of the ITIL Expert Level. The course is globally recognised and accredited to a training organisation and learners will be issued an internationally recognised qualification following full completion of the ITIL Intermediate: Service Offerings and Agreements course.

Why study at Global Edulink?

Global Edulink offers the most convenient path to gain recognised skills and training that will give you the opportunity to put into practice your knowledge and expertise in an IT or corporate environment. You can study at your own pace at Global Edulink and you will be provided with all the necessary material, tutorials, qualified course instructor, narrated e-learning modules and free resources which include Free CV writing pack, free career support and course demo to make your learning experience more rewarding and enriching.

Access Duration

The course will be directly delivered to you, and you have 12 months access to the online learning platform from the date you joined the course.  The course is self-paced and you can complete it in stages, revisiting the lectures at any time.

Who is this Course aimed at?
  • IT Operations Managers
  • Service Desk Managers
  • IT Professionals
Entry RequirementsThe course requires that learners have an understanding of the ITIL Foundation course
Method of Assessment

At the end of the ITIL Intermediate: Service Offerings and Agreements course you will be required to take a multiple choice question assessment test comprising of 8 questions per paper in 90 minutes duration. (28 marks required to pass out of 40) The multiple choice question assessment will be automatically marked with learners receiving an instant grade. The pass mark is 70%, closed book.

Please Note: Additionally, £210 (Inc. VAT) is charged for the official exam and you are required to pay this when you are ready to face your examination.

CertificationThose who successfully complete the exam will be awarded the certificate in ITIL Intermediate: Service Offerings and Agreements.
Awarding Body

The certificate will be awarded by Axelos. This is a globally recognised best practice qualification that will make your CV standout and encourage employers to see your motivation at expanding your skills and knowledge in the IT enterprise.

Progression and Career Path

Once you successfully complete ITIL Intermediate: Service Offerings and Agreements you will be qualified to work in the following positions. The ITIL qualification will also put you in line to demand a higher salary or job promotion. The average UK salary per annum according to https://www.payscale.com is given below.

  • IT Manager  (average UK yearly salary: £38,742)
  • Business Continuity Manager  (average UK yearly salary: £45,036)
  • Service Portfolio Manager (average UK yearly salary: £55,677)
Common Career Paths For Information Technology (IT) Manager
 

ITIL®, RESILIA™, PRINCE2®, and the Swirl logo™ are registered trade marks of the AXELOS Limited, used under permission of AXELOS. All rights reserved.

Course Curriculum

➤ module 01: course introduction – vo
course introduction
Course Introduction Part 1 00:00:00
Course Introduction Part 2 00:00:00
Course Introduction Part 3 00:00:00
1.0 lesson: course organization
Course Organization part 1 00:00:00
Course Organization part 2 00:00:00
Course Organization part 3 00:00:00
1.1 Welcome to the Course! 00:00:00
1.2 Mentoring Community Introductions 00:00:00
1.3 Why Are You Here? 00:00:00
1.4 Using Bloom’s Taxonomy 00:00:00
1.5 What Do You Expect? 00:00:00
1.6 Housekeeping Online 00:00:00
2.0 lesson: course conventions & agenda
Course Conventions & Agenda 00:00:00
2.1 Conventions Used 00:00:00
2.2 Quizzes & Exercises 00:00:00
2.3 ITIL Qualification Scheme 00:00:00
2.4 ITIL Capability Exam 00:00:00
2.5 Getting Started with an Online Class 00:00:00
2.6 Chapter 01 Review 00:00:00
➤ module 02: service offerings and agreements
1.0 lesson: introduction to service offerings & agreements
Introduction to Service Offerings & Agreements part 1 00:00:00
Introduction to Service Offerings & Agreements part 2 00:00:00
Introduction to Service Offerings & Agreements part 3 00:00:00
1.1 Introduction 00:00:00
1.2 Objective 00:00:00
1.3 Scope 00:00:00
1.4 Value to the Business 00:00:00
1.5 Concepts 00:00:00
2.0 lesson: service offerings & agreements principles
Service Offerings & Agreements Principles 00:00:00
2.1 SOA Context 00:00:00
2.2 Service Portfolio 00:00:00
2.3 Service Pipeline 00:00:00
2.4 Service Catalog 00:00:00
2.5 SOA & Design Coordination Overview 00:00:00
2.6 SD & SLM 00:00:00
2.7 SOA & Value 00:00:00
2.8 Value of a Service 00:00:00
2.9 Creating Service Value 00:00:00
2.10 Perception of Value 00:00:00
2.11 Framing Service Value 00:00:00
2.12 Supplier Management 00:00:00
3.0 lesson: service offerings & agreements context
Service Offerings & Agreements Context 00:00:00
3.1 Relationships 00:00:00
3.2 Information 00:00:00
3.3 Metrics & Measures 00:00:00
3.4 Challenges 00:00:00
3.5 SOA Processes 00:00:00
4.0 lesson: service offerings & agreements summary
Service Offerings & Agreements Summary 00:00:00
4.1 SOA Summary 00:00:00
4.2 Checkpoint 00:00:00
4.3 Chapter 02 Review 00:00:00
➤ module 03: soa processes
1.0 lesson: service portfolio management
Service Portfolio Management Part 1 00:00:00
Service Portfolio Management Part 2 00:00:00
Service Portfolio Management Part 3 00:00:00
1.1 Introduction 00:00:00
1.2 Purpose, Goals & Objectives 00:00:00
1.3 Scope 00:00:00
1.4 Value to the Business 00:00:00
1.5 Concepts 00:00:00
1.6 Service Portfolio 00:00:00
1.7 Service Portfolio & CMS 00:00:00
1.8 Other Portfolios 00:00:00
1.9 Designing the Service Portfolio 00:00:00
1.10 Service Portfolio Methods 00:00:00
1.11 SPM Initiation 00:00:00
1.12 Define 00:00:00
1.13 Option Space Tool 00:00:00
1.14 Analyze 00:00:00
1.15 Approve 00:00:00
1.16 Charter 00:00:00
1.17 Retiring Services 00:00:00
1.18 Triggers, Inputs & Outputs 00:00:00
1.19 Relationships 00:00:00
1.20 Information 00:00:00
1.21 Critical Success Factors 00:00:00
1.22 Challenges & Risks 00:00:00
1.23 Summary 00:00:00
2.0 lesson: service catalog management
Service Catalog Management 00:00:00
2.1 Introduction 00:00:00
2.2 Purpose, Goals & Objectives 00:00:00
2.3 Scope 00:00:00
2.4 Value to the Business 00:00:00
2.5 Concepts 00:00:00
2.6 Service Catalog Views 00:00:00
2.7 Activities 00:00:00
2.8 Agree & Document Service Definition 00:00:00
2.9 Interrace with Service Portfolio Management 00:00:00
2.10 Produce & Maintain Service Catalog 00:00:00
2.11 Interfacing 00:00:00
2.12 Service Catalog Example 00:00:00
2.13 Triggers, Inputs & Outputs 00:00:00
2.14 Relationships 00:00:00
2.15 Information 00:00:00
2.16 Critical Success Factors 00:00:00
2.17 Challenges & Risks 00:00:00
2.18 Summary 00:00:00
3.0 lesson: service level management
3.1 Introduction 00:00:00
3.2 Purpose, Goals & Objectives 00:00:00
3.3 Scope 00:00:00
3.4 Value to the Business 00:00:00
3.5 Concepts 00:00:00
3.6 Activities of Service Level Management 00:00:00
3.7 Activities of Service Level Management Process 00:00:00
3.8 SLA Frameworks 00:00:00
3.9 SLRs & SLAs 00:00:00
3.10 Improving Customer Satisfaction 00:00:00
3.11 Managing Underpinning Agreements 00:00:00
3.12 Service Reporting 00:00:00
3.13 Service Improvement Plan (SIP) 00:00:00
3.14 Service Reviews 00:00:00
3.15 Managing & Revising SLAs & UCs 00:00:00
3.16 Contacts & Relationships 00:00:00
3.17 Feedback 00:00:00
3.18 SLA Components 00:00:00
3.19 OLA Components 00:00:00
3.20 Triggers, Inputs & Outputs 00:00:00
3.21 Service Level Management Relationships 00:00:00
3.22 Information 00:00:00
3.23 Critical Success Factors 00:00:00
3.24 Challenges & Risks 00:00:00
3.25 Service Level Management Summary 00:00:00
4.0 lesson: demand management
Demand Management 00:00:00
4.1 Introduction 00:00:00
4.2 Purpose, Goals & Objectives 00:00:00
4.3 Scope 00:00:00
4.4 Value to the Business 00:00:00
4.5 Concepts 00:00:00
4.6 Activity-Based Demand Management 00:00:00
4.7 Business Activity-Patterns 00:00:00
4.8 Patterns of Business Activity 00:00:00
4.9 User Profile 00:00:00
4.10 Matching UP to PBA 00:00:00
4.11 Demand Modeling 00:00:00
4.12 Managing Demand 00:00:00
4.13 Service Packages 00:00:00
4.14 Triggers, Inputs & Outputs 00:00:00
4.15 Relationships 00:00:00
4.16 Information 00:00:00
4.17 Critical Success Factors 00:00:00
4.18 Challenges & Risks 00:00:00
4.19 Summary 00:00:00
5.0 lesson: supplier management
Supplier Management 00:00:00
5.1 Introduction 00:00:00
5.2 Purpose, Goals & Objectives 00:00:00
5.3 Scope 00:00:00
5.4 Value to the Business 00:00:00
5.5 Concepts 00:00:00
5.6 Activities 00:00:00
5.7 Evaluate New Suppliers & Contracts 00:00:00
5.8 Supplier Evaluation 00:00:00
5.9 Contract Evaluation 00:00:00
5.10 Categorize Suppliers & Maintain SCMIS 00:00:00
5.11 Supplier Categorization Matrix 00:00:00
5.12 Establish New Suppliers & Contracts 00:00:00
5.13 Manage Supplier & Contract Performance 00:00:00
5.14 Renew/Terminate Contracts 00:00:00
5.15 Triggers, Inputs & Outputs 00:00:00
5.16 Relationships 00:00:00
5.17 Information 00:00:00
5.18 CSFs 00:00:00
5.19 Challenges & Risks 00:00:00
5.20 Supplier Management Summary 00:00:00
6.0 lesson: financial management
6.1 Introduction 00:00:00
6.2 Purpose, Goals & Objectives 00:00:00
6.3 Scope 00:00:00
6.4 Value to the Business 00:00:00
6.5 Concepts 00:00:00
6.6 Financial Management Activities Overview 00:00:00
6.7 Process Activities 00:00:00
6.8 Accounting 00:00:00
6.9 Accounting Activities 00:00:00
6.10 Cost Models 00:00:00
6.11 Cost Centers & Cost Units 00:00:00
6.12 Cost Types & Elements 00:00:00
6.13 Cost Allocation 00:00:00
6.14 Chart of Accounts 00:00:00
6.15 Analysis & Reporting 00:00:00
6.16 Action Plans 00:00:00
6.17 Budgeting 00:00:00
6.18 Budgeting Activities 00:00:00
6.19 Charging Activity 00:00:00
6.20 Charging Policies 00:00:00
6.21 Chargeable Items 00:00:00
6.22 Pricing 00:00:00
6.23 Billing 00:00:00
6.24 Financial Management Cycles 00:00:00
6.25 Return on Investment 00:00:00
6.26 Triggers, Inputs & Outputs 00:00:00
6.27 Relationships 00:00:00
6.28 Information 00:00:00
6.29 Critical Success Factors 00:00:00
6.30 Challenges & Risks 00:00:00
6.31 Summary 00:00:00
7.0 lesson: business relationship management
Business Relationship Management 00:00:00
7.1 Introduction 00:00:00
7.2 Purpose Goals & Objectives 00:00:00
7.3 Scope 00:00:00
7.4 Business Value 00:00:00
7.5 Policies, Principles & Concepts 00:00:00
7.6 Process Initiation 00:00:00
7.7 Customer 00:00:00
7.8 Service Provider 00:00:00
7.9 Triggers, Inputs & Outputs 00:00:00
7.10 Relationships 00:00:00
7.11 BRM the Lifecycle & Tools 00:00:00
7.12 Service Strategy 00:00:00
7.13 Service Design 00:00:00
7.14 Service Transition 00:00:00
7.15 Service Operation 00:00:00
7.16 Continual Service Improvement 00:00:00
7.17 Critical Success Factors 00:00:00
7.18 Challenges & Risks 00:00:00
7.19 Business Relationship Management Summary 00:00:00
8.0 lesson: soa processes summary
SOA Processes Summary Part 1 00:00:00
SOA Processes Summary Part 2 00:00:00
8.1 Checkpoint 00:00:00
8.2 Chapter 03 Review 00:00:00
➤ module 04: organizing, technology, and implementation – vo
1.0 lesson: organizing for soa
Organizing for SOA Part 1 00:00:00
Organizing for SOA Part 2 00:00:00
Organizing for SOA Part 3 00:00:00
1.1 Who Does What to Whom? 00:00:00
1.2 The RACI Model 00:00:00
1.3 Functional Roles Analysis 00:00:00
1.4 Activity Analysis 00:00:00
1.5 Generic Roles & Responsibilities 00:00:00
1.6 Service Owner 00:00:00
1.7 Process Owner 00:00:00
1.8 Process Manager 00:00:00
1.9 Process Practitioner 00:00:00
1.10 SOA Roles & Responsibilities 00:00:00
1.11 Service Portfolio Management 00:00:00
1.12 Service Catalog Management 00:00:00
1.13 Service Level Management 00:00:00
1.14 Demand Management 00:00:00
1.15 Supplier Management 00:00:00
1.16 Financial Management 00:00:00
1.17 Business Relationship Management 00:00:00
2.0 lesson: soa technology & implementation
SOA Technology & Implementation 00:00:00
2.1 Technology & Implementation Considerations 00:00:00
2.2 Service Design – Technology & Design 00:00:00
2.3 Service Operation – Technology Considerations 00:00:00
2.4 Technology Implementation 00:00:00
2.5 Planning & Implementing Technology 00:00:00
2.6 Designing Technology Architectures 00:00:00
2.7 Implementation Considerations 00:00:00
2.8 Implementation Challenges, CSFs & Risks 00:00:00
2.9 Challenges 00:00:00
2.10 Risks 00:00:00
2.11 CSFs 00:00:00
3.0 lesson: organizing, technology & implementation summary
Organizing, Technology & Implementation Summary 00:00:00
3.1 Summary 00:00:00
3.2 Checkpoint 00:00:00
3.3 Chapter 04 Review 00:00:00
3.4 Course Closure 00:00:00
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