The intermediate level ITIL v3 Service Offerings and Agreements offers a role based hands-on experience and in-depth coverage of the Service Offerings and Agreements cluster of processes and functions according to ITIL v3. An interactive approach is used combining lecture, discussion and exercises.

Course Objectives:

• Service Management as a practice
• The following processes across the Service Lifecycle pertaining to the Service Offerings and Agreement curriculum: Service Portfolio Management, Service Catalog Management, Service Level Management, Demand Management, Supplier Management, Financial Management
•  Operational activities of processes covered in other lifecycle phases
• Common Service Operation activities related to Service Offerings and Agreements
• Organizing for Service Operation which describes functions to be performed within Service Offerings and Agreements
•  Service Offerings and Agreements roles and responsibilities
• Technology and implementation considerations
• Challenges, Critical Success Factors and risks
• CSI as a consequence of effective Service Offerings and Agreements