Course title
ITIL® V3 Intermediate, Service Offerings and Agreements (SO&A), 5-Day Exam Preparatory Course

Who should take this course
This course will benefit all individuals responsible for providing Information Technology (IT) service, including technicians and managers. However, operational staff involved in Service Portfolio Management; Service Catalogue Management; Service Level Management; Demand Management; Supplier Management; Financial Management and Business Relationship Management who wish to enhance their role-based capabilities will get specific guidance on how to enhance your IT Service Management.

Pre-requisites
The ITIL® V3 Intermediate, Service Offerings and Agreements (SO&A) 5-Day Exam Preparatory Course attendees must already hold the ITIL Foundation Certificate in IT Service Management (the V3 Foundation or V2 Foundation plus Bridge Certificate). A copy of this certificate must be presented as documentary evidence to gain admission to the course.

Eligibility for examination
To be eligible for the examination leading to an accredited ITIL Certificate in Planning, Protection and Optimization, the candidate must fill the following requirements:
 At least 30 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme (Note: this requirement will be met through attendance of The Green Tree Frog course offered here)
 There is no minimum mandatory requirement but 2 to 4 years professional experience working in IT Service Management is highly desirable
 Hold the ITIL V3 Foundation Certificate in IT Service Management or ITIL V2 Foundation plus the bridging certificate
 It is also recommended that students should complete at a minimum 12 hours of personal study by reviewing the syllabus and the pertinent areas of the ITIL Service Management Practice core guidance publications and in particular, the Service Strategy and Service Design publications

Course learning objectives
The course participants can expect to gain knowledge and understanding in the following areas of the ITIL® V3 Service Offerings and Agreements concepts:
 Service Management as a Practice
 Processes across the Service Lifecycle pertaining to the Service Offerings and Agreement curriculum:
 Service Portfolio Management which provides documentation for services and prospective services in business terms
 Service Catalogue Management which is concerned with the production and documentation of the Service Catalogue from a business and a technical viewpoint
 Service Level Management which sets up a Service Level Agreement (SLA) structure and ensures that all SLAs have an underpinning support structure in place
 Demand Management which identifies Patterns of Business Activity to enable the appropriate strategy to be implemented
 Supplier Management which ensures all partners and suppliers are managed in the appropriate way and includes contract management
 Financial Management which includes ensuring understanding of the service value and the management of all financial considerations
 Business Relationship Managers who have responsibility to represent customers and ensure the Service Catalogue and Portfolio have the right needs
 Operational activities of processes covered in other Lifecycle phases such as Incident and Change Management
 Organizing for Service Operation which describe functions to be performed within Service Offerings and Agreement
 Service Offerings and Agreement roles and responsibilities
 Technology and Implementation Considerations
 Challenges, Critical Success Factors and risks
 CSI as a consequence of effective Service Offerings and Agreement

The Office of Government Commerce (OGC) of the United Kingdom, is the governing body for ITIL® content, examinations, and certifications. Link to OGC’s official SO&A syllabus http://www.itil-officialsite.com/nmsruntime/saveasdialog.asp?lID=235&sID=86