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ITIL® Intermediate: Service Offerings and Agreements (SOA) ITSM560 CSOA

Why You Should Attend This Course?
The course builds on the general principles covered as part of the ITIL® Foundation course. This enables the organisation to introduce Service Portfolio Management, Service Catalogue Management, Service Level Management, Demand Management, Supplier Management, Financial Management and Business Relationship Management as integral parts of its overall business-focused Services Framework.

The purpose of Service Offerings & Agreements is to obtain knowledge on ITIL terminology, process structure, roles, functions and activities that will enable role focused capability and competency in support of the Service Lifecycle approach as described in ITIL.

The course provides delegates with practical guidance on the design and implementation of an integrated end-to-end processes based on proven industry best practice guidelines.

The course prepares delegates for the ITIL® Capability examination in Service Offerings & Agreements.

Who should attend?
The course is suitable for individuals who require a deep understanding of Service Offerings & Agreements processes and how they may be used to enhance the quality of IT service provision within an organisation. It offers a natural career development path for practitioner staff who already hold the ITIL® Foundation Certificate.

5-day public or single organization course

Before taking the course it is recommended, though not required, that candidates have exposure to basic concepts in IT and related work experience of at least two years.

Delegates wishing to take this examination are required to hold the ITIL Foundation Certificate in IT Service Management (or v2/v3 Bridge equivalent).

The course forms part of the ITIL® Intermediate qualification programme.

The examination will consist of a complex multiple choice, closed book paper of 8 questions, to be answered within 90 minutes. (Candidates sitting the examination in English and who do not have English as their first language will be allowed 120 minutes to allow use of a dictionary.) The pass mark will be 70% or more.

Successful candidates will be awarded 4 credits towards the ITIL® Expert qualification

ITIL® is a registered trade mark of AXELOS Limited


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