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Formation ITIL®Capability : Service Offerings & Agreements

Stage pratique
100% à distance
Durée : 40 heures
Réf : YTA
Prix  2020 : 875 € H.T.
  • Programme
  • Participants / Prérequis

ITIL® is comprised of five core publications: Service Strategy (SS), Service Design (SD), Service Transition (ST), Service Operations (SO) and Continual Service Improvement (CSI). It promotes alignment with the business as well as improvement in operational efficiency. The official ITIL® qualification scheme, owned by AXELOS, describes two streams, the Service Lifecycle Stream and the Service Capability stream: The Service Lifecycle stream focuses on ITIL® practices within the Service Lifecycle context. The prime focus is the Lifecycle itself as well as the processes and practice elements used within it. The Service Capability stream is for those who wish to obtain an in depth understanding of specific ITIL® processes and roles. The primary focus is on process activities, process execution and use throughout the IT Service Lifecycle. The ITIL® Intermediate Qualification: Service Offerings and Agreements (SOA) Certificate is a free-standing qualification, but is also part of the ITIL® Intermediate Capability stream, and one of the modules that leads to the ITIL® Expert Certificate in IT Service Management. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in Service Management as documented in the ITIL® Service Lifecycle core publications.

Objectifs pédagogiques

  • The value to the business of SOA activities
  • How the SOA processes rely on a good business case
  • How the SOA processes rely on a good understanding of return on investment (ROI)
  • Processes across the Service Lifecycle pertaining to the service offerings and agreements curriculum
  • SOA roles and responsibilities
  • Technology and implementation considerations
  • Challenges, critical success factors and risks
  • In addition, the training for this qualification should include examination preparation, and an opportunity for a mock examination.

Méthodes pédagogiques

This fully AXELOS accredited, self-managed eLearning course, will provide you with all relevant knowledge to pass your Service Transition exam and gain your certification. We do however advise to add time with a “Live” instructor or coach to enhance the learning and acquire deeper insight into the material taught in this course. During the access purchased through the license, this ITIL® Intermediate eLearning Program offers you UNLIMITED access to online material.


ITIL® Service Offerings & Agreements


  • Introduction
  • Lifecycle approach and structure
  • IT Service Management definition
  • Creating value, Utility and Warranty
  • Monitor and measure
  • Process definition and characteristics
  • Service Offering and Agreement
  • SOA Service Strategy processes
  • Service Value and SOA
  • Organizing ITSM
  • Strategy Management
  • Strategic, tactical and operational linkages
  • Design Coordination
  • Scope and Flow of Service design
  • Identifying Service Requirements
  • ROI, Business Case and SOA
  • ITIL® Certification Scheme


  • Purpose and Objectives
  • Scope and Value to the Business
  • Service Catalog, Pipeline & Retired Services
  • Configuration Management System (CMS)
  • The Portfolio’s (Application, Customer, Project)
  • Service Models
  • Market Spaces and service Growth
  • Aligning Service Assets to outcomes
  • Portfolio Management through the Lifecycle
  • Designing the Service Portfolio
  • Overview, phases and steps
  • Triggers, Inputs, Outputs, Interfaces
  • Information Management
  • CSF’s and KPI’s, Challenges


  • Purpose and Objectives
  • Scope and Value to the Business
  • Service Catalog
  • Policies, Principles and Basic concepts
  • Catalog structure and policies
  • Process activities, methods and techniques
  • Triggers, Inputs, Outputs
  • Information Management
  • CSF’s and KPI’s, Challenges and risks


  • Purpose and Objectives
  • Scope and Value to the Business
  • Policies, Principles and Basic concepts
  • SLA’s and OLA’s, SLA Frameworks
  • Document Relationships
  • Producing SLR’s, Monitoring Performance
  • Producing Service Reports
  • Service reviews and improvements
  • SIP’s, KPI’s, Information Management
  • Challenges and CSF’s, Risks and Good Practices
  • Triggers, Inputs, Outputs, Interfaces
  • Common SLM issues, OLA sample


  • Purpose and Objectives
  • Scope and Value to the Business
  • Supply and Demand
  • Gearing Service Assets
  • Demand Management through the Lifecycle
  • Demand Forecasting, User Profiles
  • Activity Based Demand Management
  • Managing Demand of Services
  • Triggers, Inputs, Outputs, Interfaces
  • Information Management
  • CSF’s and KPI’s, Challenges & Risks


  • Purpose and Objectives
  • Scope and Concepts
  • Roles and Interfaces, Value
  • Supplier Management Concepts
  • Activities, Methods, Techniques
  • Key Metrics, Challenges CSF's and Risks
  • Triggers, Inputs, Outputs


  • Enterprise Financial Management Policies
  • Purpose and Objectives
  • Scope and Value the Business
  • Overview (Budgeting, Accounting, Charging, Funding)
  • Triggers, Inputs, Outputs, Interfaces
  • Information Management
  • CSF's and PKI's Challenges and Risks


  • Purpose and Objectives
  • Scope, BRM & SLM
  • BRM and ITSM processes
  • Value to the Business
  • Customer Portfolio and Satisfaction
  • Service requirements
  • BRM Activities & Lifecycle Processes
  • Triggers, Inputs, Outputs, Interfaces
  • Information Management
  • CSF's and PKI's, Challenges & Risks


  • Service Offering and Agreement Roles
  • Roles and Responsibilities


  • Generic Tool Requirements
  • Evaluation Criteria, Good Practices
  • Challenges, CSF's, and Risks
  • Plan and implement ITSM technologies


  • Case study and exercices
  • Mock exams and rationale
  • Glossary, Forms
Participants / Prérequis

» Participants

IT Managers, Operational staff, and anyone requiring a deeper knowledge of or who are involved in the Service Offerings & Agreements cluster of processes and functions.

» Prérequis

An ITIL® Foundation certificate is required and preferably two years work experience in an IT Service Management environment.
Intra / sur-mesure

Demande de devis intra-entreprise
(réponse sous 48h)

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