• Precourse reading required
• Approximately 1 hour of home study each evening
• Course includes a high degree of practical assignment work
• Course fee includes the ITIL Intermediate Qualification: Service Offerings and Agreements Certification Exam
• The ITIL v3 Foundation Certificate (or v2-v3 bridge equivalent), or the ITIL Expert Certificate achieved via a bridging route, is required to attend this course and take the ITIL Certification Exam on the final day

• Can demonstrate familiarity with IT terminology and understand that the context of service offerings and agreements management within their own business environment is strongly recommended;
• Have experience working in the service management capacity within a service provider environment, with responsibility for at least one of the following management processes and activities: service portfolio management, service catalog management, service level management, demand management, supplier management, financial management for IT services, and business relationship management; and
• Complete at a minimum 12 hours of personal study by reviewing the syllabus and the pertinent areas within the ITIL Service Strategy and ITIL Service Design core guidance in preparation for the examination, specifically Chapter 2: Service management as a practice.

Introduction and Overview

• The context in the service lifecycle of the SOA processes
• Strategy management for IT services
• Design coordination

Service Portfolio and Service Catalogue Management

Principles of service portfolio management

• Relationship to the service catalogue and service pipeline
• Thinking strategically
• Achieving customer focus
• Designing the service portfolio
• Allocating resources
• Linking business and IT services

Integrating the service catalogue into the service portfolio

• Purpose, goals and objectives
• Technical and business service catalogues
• Detailing operational services
• Using key metrics and critical success factors
• Producing a service catalogue

Service Level Management (SLM)

Service level management goals

• The significance of SLM to the service lifecycle
• How SLM creates business value
• Analysing and explaining the scope of the process
• Policies, principles and basic concepts of SLM

The service level management process

• Process activities and how they relate to the service lifecycle
• Negotiating service level agreements (SLAs)
• Deliverables, roles and responsibilities
• SLAs, OLAs and review meetings
• Service improvement plans
• Monitoring service performance against SLAs

Demand and Supplier Management

Demand management

• Activity-based demand management and business activity patterns
• Managing capacity to maximise value
• Identifying patterns of business activity
• Connecting demand management to the service portfolio

Supplier management

• Analysing the use of the supplier management process
• Process, scope and objectives
• Evaluating new suppliers
• Supplier categorisation and maintenance of the supplier and contract database
• Ensuring supplier performance
• Contract management and administration

Financial Management for IT Services

How financial management contributes to the service lifecycle

• Managing financial considerations
• The scope, purpose and goals of the process
• Basic concepts: funding, accounting and charging

Principles of financial management

• Value to the business
• Building a business case
• Applying information management
• Generating and disseminating information
• Dealing with challenges and risks

Business Relationship Management (BRM)

• The purpose, objectives and scope of BRM
• Process activities, methods and techniques
• Triggers, inputs, outputs and interfaces
• Critical success factors and key performance indicators

Roles and Responsibilities

• Service portfolio management
• Service catalogue management
• Service level management
• Supplier manager

Technology and Implementation Considerations

• Technology implementation as part of implementing service management
• Special technology functions related to SOA
• Generic requirements and evaluation criteria
• Good practices for implementation
• Challenges, critical success factors and risks