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ITIL® V3 Service Offerings and Agreements Certification Training

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Video Title
Meet Your Instructor Dr. Suzanne Van Hove
4 min
00: ITIL© 2011: Service Offerings and Agreements - Course Introduction
7 min
01: Service Management as a Practice
26 min
02: Processes, Functions and Generic Roles
19 min
03: The Four P's of Strategy & Service Portfolio Basics
16 min
04: Strategy Management for IT & Design Considerations
29 min
05: Exercise: Implementing Challenges, CSFS/KPIS and Risks
4 min
06: Essentials of Service Portfolio Management
25 min
07: Service Portfolio Management: Policies, Concepts & Activities
27 min
08: Service Portfolio Management: Define Services, Prioritize & Authorize
32 min
09: Service Portfolio Management: Roles & Metrics
13 min
10: Service Catalog Management: Essential Concepts
18 min
11: Service Catalog Management: Activities and Metrics
17 min
12: Business Relationship Management: Policies & Concepts
35 min
13: Business Relationship Management: Activities & Metrics
31 min
14: Service Level Management: Purpose & Value
19 min
15: Service Level Management: SLA Frameworks
29 min
16: Service Level Management: Roles & Metrics
21 min
17: Supplier Management: Introduction
28 min
18: Supplier Management: Roles & Activities
28 min
19: Demand Management: Purpose & Value
29 min
20: Demand Management: Roles & Metrics
13 min
21: Financial Management: Purpose & Value
21 min
22: Financial Management: Accounting Principles
33 min
23: Financial Management: Budgeting & Billing
19 min
24: Financial Management: Roles and Metrics
14 min
25: Service Design Tools & Technology Considerations
15 min
26: Exam Tips
8 min
9 hrs 40 mins

Dr. Suzanne Van Hove

Dr. Suzanne Van Hove. owner of SED-IT, has successfully blended an award-winning career in higher education with a passion for IT Service Management. She understands the dynamics of how people learn and the best vehicles for content retention. She has developed and received accreditation of her own IT Service Management educational programs.

Perhaps her greatest strength is developing training curriculum that is industry specific. This unique approach gives students practical, real life case studies that enable them to bring best practices to their respective organizations. Large and small organizations around the globe have benefited from her proprietary approach. With over 25 years’ experience, Suzanne brings a wealth of knowledge to every engagement – either in the classroom or boardroom. In 2011, Suzanne was recognized the itSMF USA ‘Industry Knowledge Contribution’ Award for her achievements in academia and industry.


Course Materials

When you purchase this course you will receive access to these materials.

  • Student Guide
  • Exercise Guide
  • Enlarged Slides
  • Sample Exams
  • Training Plan
  • Course Syllabus
  • 2011 Summary of Updates
  • PMP PDU Information

Course Links

These links are activated when you purchase this course.

  • Course Survey
  • ITIL Credit Profiler to Assess Credits


This course comes with a Transcript that tracks your progress. You can use your transcript to view and monitor your progress and when you complete the course, you can print or email the transcript.

Letter of Course Attendance

You will be awarded a Certificate of Completion when you finish this course. You will be able to print or email the certificate and share your accomplishment with everyone.

How to Take Your Exam

GogoTraining's ITIL® 2011: Service Offerings and Agreements course is Accredited by AXELOS and PEOPLECERT and fully qualifies you to sit for the ITIL Service Offering and Agreements exam. 

10% Off Your ITIL Service Operation Exam

Get your exclusive 10% discount when you purchase your ITIL Service Offering and Agreements Exam from GogoTraining

PEOPLECERT's price: $399/Your Price: $359.  You Save $40.

All exam orders are processed within 24 hours Monday to Friday.  Once your exam is ordered you will receive an immediate informational email directly from PEOPLECERT which will include a link for you to register and take your exam.  if you have any questions, Contact GogoTraining.

How GogoTraining Prepares You to Pass Your Exam

All GogoTraining ITIL courses come with a Training Plan to help you master the material in the course and 2 sets of Official Sample Exams for you to take upon completion of the course and the course exercises so you can test your knowledge.  At the end of the course you will receive a Certificate of Completion from GogoTraining.  In order to be considered Certified in this area you will need to take the Official ITIL Exam given by PEOPLECERT.

Course Transcripts and Certificates of Completion come with this course and you will use these official documents to verify that you took the required and accredited training to qualify to sit for the official exam.  

Certification Requirements

To be eligible for the ITIL® Intermediate Qualification: Service Offerings and Agreements examination, candidates shall fulfill 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 and scheme
• A basic IT literacy and around 2 years IT experience are highly desirable
• Hold the ITIL® Foundation Certificate in IT Service Management (or other appropriate earlier ITIL and bridge qualifications)
• It is recommended that candidates should complete at least 21 hours of personal study by reviewing the syllabus and the ITIL® Service Offerings and Agreements publication in preparation for the examination.

The ITIL® Service Offerings and Agreements exam is an 8 question multiple choice scenario-based exam and you may take up to 90 minutes to complete it. Each question will have four possible answer options, one of which is worth five marks, one which is worth three marks, one which is worth one mark, and one which is a distracter and achieves no marks.

A passing mark is 70% or higher. When you pass your exam you will receive 4 credits toward your ITIL® Expert certification.

How to receive your PMI PDU's

Instructions on how to receive PMI PDU's can be found in the Get Your Course Materials section of this page.

How to Take an Online Proctored PeopleCert Exam

In order to take your exam you will need the following System Requirements:

  • Windows® 10, Windows® 8.1, Windows® 8, Windows® 7
  • Dual-core 2.4GHz CPU or faster with 2GB of RAM (recommended)
  • Active Full-Time/Broadband internet connection of at least 4Mbps
  • 16-bit monitor (at least 15”) with screen resolution 1024 x 768 or higher
  • Speakers and microphone (the use of headsets is only allowed during onboarding)
  • Keyboard and mouse or another pointing device
  • A single web camera (embedded or external) you can rotate

For complete details, Click Here.

QA Forum

When you purchase this course you will be able to use the QA Forum and have direct access to the instructor.