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ITIL Service Capability: Service Offerings and Agreements

5 Days Classroom Session   |  
5 Days Live Online
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This course can be tailored to your needs for private, onsite delivery at your location.

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Professional Credits


ASPE is an IIBA Endorsed Education Provider of business analysis training. Select Project Delivery courses offer IIBA continuing development units (CDU) in accordance with IIBA standards.


Select courses offer Leadership (PDU-L), Strategic (PDU-S) and Technical PMI professional development units that vary according to certification. Technical PDUs are available in the following types: ACP, PBA, PfMP, PMP/PgMP, RMP, and SP.

This course offers:
    15.00 PMP/PgMP Technical PDUs
    15.00 PMI Strategic PDUs


This course immerses you in the practical aspects of the ITIL Service Lifecycle and processes associated with the Service Offerings and Agreements of services and service delivery. You'll focus on the operational-level process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment. This course uses an engaging case study-based approach to learning the core disciplines of ITIL best practices, positioning you to successfully complete the associated exam. The exam will be offered on the last day of the course at 3:30 pm. 

Please note: The ITIL Foundation certification is required to take the exam at the end of class. Proof of certification must be provided to ASPE 20 days prior to the start of class. Please e-mail certification information to, or call 877-800-5221.

Importance of Service Management as a practice concept and Service Operation principals, purpose and objective
Importance of ITIL Service Offerings and Agreements while providing service
How all processes in ITIL Service Offerings and Agreement interact with other Service Lifecycle Processes
The processes, activities, methods, and functions used in each of the ITIL Service Offerings and Agreement processes
Use the ITIL Service Offerings and Agreement processes, activities, and functions to achieve operational excellence
Measure ITIL Service Offerings and Agreements
Importance of IT Security and its contributions to ITIL Service Offerings and Agreements
Technology and implementation considerations surrounding ITIL Service Offerings and Agreements
Challenges, critical success factors, and risks associated with ITIL Service Offerings and Agreements
Upcoming Dates and Locations
All Live Online times are listed in Eastern Time Guaranteed To Run

There aren’t any public sessions currently scheduled for this course, but if you fill out the form below, we can tell you about how we can bring this course to you!

Course Outline

1. Introduction

2. Service Portfolio Management

3. Service Catalogue Management

4. Service Level Management

5. Demand Management

6. Supplier Management

7. Financial Management

8. Business Relationship Manager

9. Service Offerings and Agreement Roles and Responsibilities

10. Technology and Implementation Considerations

11. Exam Preparation/Mock Exam

12. Exam

Who should attend
  • IT operations, technical, or IT management personnel requiring more information about ITIL best practices
  • Anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT
  • ITIL Foundation Certification (required)
  • Two to four years of relevant work experience
  • To prepare for the end-of-class exam, it is recommended that you review the ITIL publications Service Strategy (ISBN 10: 0113310455) and Service Design (ISBN 10: 0113310471) and complete at least 12 hours of personal study

Additionally, although it is not mandatory, students who have completed the self-paced ITIL Foundation eLearning course have found it very helpful when completing this course.