This ITIL Intermediate course immerses learners in the practical
aspects of the ITIL Service Lifecycle and processes associated with the
Service Offerings and Agreements of services. The main focus of this
course is on operational-level process activities and supporting methods
and approaches to execute these processes in a practical, hands-on
This course uses an optimal mix of learning methods to provide
learners with the most effective way to build their ITIL knowledge with
respect to Service Offerings and Agreements and to apply this knowledge
in real life. Learners can complete eLearning modules on their own time
to build their knowledge and then participate in interactive classroom
or virtual classroom sessions to apply this knowledge in practice.
The Service Offerings and Agreements Capability course will be of interest to:
- Individuals who have their ITIL Foundation certificate and want to
purse the Intermediate and Advanced level ITIL certifications.
- Individuals and/or operational staff who require a deep, practical
understanding of the Service Offerings and Agreements processes and how
they may be used to enhance the quality of IT service support within an
organization. For example, operational staff involved in Service
Portfolio Management, Service Catalogue Management, Service Level
Management, Demand Management, Supplier Management, Financial
Management, and Business Relationship Management.
- IT professionals involved in IT Service Management implementation and improvement programs.
- Typical roles, including (but not restricted to) IT professionals,
IT/business managers, IT/business process owners, and IT practitioners.
On completing this course, the learner will gain competencies in:
- Understanding Service Management as a practice and how the processes
within Service Offerings and Agreements support the Service Lifecycle.
- Knowing the important role of Service Offerings and Agreements in
service provision and understanding how the in-scope processes interact
with other Service Lifecycle processes.
- Comprehending the activities, methods, and functions used in each of the Service Offerings and Agreements processes.
- Knowing how to apply Service Offerings and Agreements processes, activities, and functions to achieve operational excellence.
- Measuring Service Offerings and Agreements performance.
- Understanding the importance of IT security and how it supports Service Offerings and Agreements.
- Understanding technology and implementation requirements in support of Service Offerings and Agreements.
- Comprehending the challenges, Critical Success Factors, and risks related to Service Offerings and Agreements.
Practical Information About the Course
- A maximum of 18 people can attend this course with 1 instructor; more students require a second instructor.
- Learners have to provide their ITIL certificate numbers before the start of the course.
- Learners are expected to complete the eLearning modules before
joining the classroom/virtual classroom sessions as the classroom
sessions build upon the knowledge provided in the eLearning modules.
- Classroom/virtual classroom sessions run from 08:00 – 5:00 on days 1 and 2. The third day ends at 12.00.
- After the classroom sessions, there is one more eLearning module to complete; this is the exam preparation module.
- The exam is not part of the course and can be scheduled at a time and date convenient to the students.
- The eLearning modules and virtual classroom environment require a
high-speed Internet connection, Internet Explorer 7.0 or higher, a
headset, and a microphone.
- The instructor is available throughout the program to support
learners with their eLearning modules. The instructor can be reached via
telephone or e-mail.
Candidates for this course must:
- Hold an ITIL Foundation certificate (holders of Foundation
certificate from an earlier version of ITIL , e.g.: earlier ITIL
qualifications, must pass the current ITIL Foundation exam before
attending this course)
- There is no minimum mandatory requirement but 2 to 4 years’
professional experience working in IT Service Management is highly
- It is also strongly recommended that candidates:
- Can demonstrate familiarity with IT terminology; understanding the
context of Service Offerings and Agreements management in their own
business environment is strongly recommended.
- Have exposure working in the Service Management capacity within a
service provider environment, with responsibility emphasizing at least
one of the following management processes:
- Service Portfolio Management, Service Catalogue Management, Service
Level Management, Demand Management, Supplier Management, and Financial
- It is recommended that candidates be familiar with the guidance
detailed in the ITIL Service Lifecycle Practices core publications prior
to attending training for this certification.
- It is recommended that students should complete at least 12 hours of
personal study by reviewing the syllabus and the associated areas of
the ITIL Service Management Practice core guidance, particularly the
Service Strategy and Service Design publications, in preparation for the
Course Learner Material
Digital reference contains concepts that are covered in the class an
exam preparation guide. There is also a participant workbook that
contains all the exercises and includes all the answers in the appendix.
Participants also get access to eLearning modules a few weeks before
the course starts. The eLearning materials are available for 2 years
after completion of the course.
- Evidence of ITIL Foundation certificate or and completion of the
Service Offerings and Agreements Capability course from an Accredited
Training Provider is required to sit for the exam.
- The exam is a closed-book exam with eight (8) multiple-choice, scenario-based, gradient-scored questions.
- The exam duration is a maximum of 90 minutes for all candidates in
their respective language (candidates sitting the examination in a
language other than their first are allowed a maximum of 120 minutes and
the use of a dictionary).
- Each question has 4 possible answer options; one that is worth 5
marks, one that is worth 3 marks, one that is worth 1 mark, and one that
is a distracter and receives no marks.
- The pass score is 28/40 or 70%.