ITIL® Service Capability – Service Offerings and Agreements

ITIL® Service Capability – Service Offerings and Agreements

Course Description:

The intermediate level ITIL® (2011 edition) Service Capability Module – Service Offerings and Agreements offers candidates  the ability to obtain role-based hands-on experience in a specific cluster of processes according to ITIL®. This course includes an optional exam. Each module of the capabilities series covers a specific cluster of ITIL® processes tailored to relevant roles.

Learning Objectives: 

  • How the 5 stages of the ITIL lifecycle (service strategy, service design, service transition, service operation and continual service improvement) can offer value to organizations and projects
  • The importance and implementation of services and agreements pertaining to the service lifecycle
  • Technology implementation and security issues regarding ITIL services and agreements
  • Services and agreements from the customer’s perspective – supporting both user and business needs

Who This Course is For:

  • Business Leaders and Executives
  • Project Managers
  • Business Analysts
  • Technology Sales Professionals
  • Network Admin Staff
  • Service Desk Specialists
  • IT Security Professionals
  • IT Managers and Directors
  • Relationship Managers
  • Functional Managers and any IT Service Management Professional


An ITIL® Foundation certificate and preferably about two years work experience in an IT service management environment.


ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

Exam Information:

The exam is a complex multiple choice, multi- part, scenario based test for which 90 minutes is allowed to complete it. Candidates sitting the examination in a language other than their native language have a maximum of 120 minutes and are allowed the use of a dictionary.

ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.


Julie-MohrJulie Mohr is a dynamic, engaging change agent who brings integrity and passion to everything. Through her books, articles, speaking, consulting, and teaching – her purpose is to change the world through thought provoking dialog and interaction. Julie is the president of Mind The I.T. Gap. She has a degree in computer science from The Ohio State University and a Master’s Degree in Adult Education from the University of Phoenix.

ITIL® Foundations, Practitioner/Intermediate and Master/Expert Certified, Eric Goodoien is one of the few individuals in the industry that can boast of having ALL ITIL® certifications under his belt. Eric was one of the first individuals in Minnesota to achieve the v3 ITIL® “Expert” designation. Eric is a true “expert” in the ITIL® field, but if you think that’s good, wait until you see his excitement when talking about ITIL® in the classroom and with his students.


Peter Kennedy is an experienced professional specializing in IT Service Management training and consulting with core focus on Problem Solving, Continual Service Improvement, and process implementation. Peter leverages the KEPNERandFOURIE™ thinking methodologies to drive organizational performance through the application of effective processes. Peter’s primary focus is training, facilitation and capability development in the areas of process implementation and improvement, problem solving, and the core competencies of IT Service Management.


“I LOVE ERIC!!  He was very knowledgeable and was very proficient at explaining in terms that I could understand.  The tips he gave throughout the course were VERY helpful, especially for test taking.  He has a good sense of humor, which helped keep my attention on the sometimes dry subject matter.  I like that he asked us to interact by asking review questions and allowing us to type our answers on the screen.  That helps to solidify the knowledge.  I got more out of this class than my Foundations class and also my PMP class.  I would recommend Omnikron and Eric specifically.  Thanks!!”

“SOA with Julie Mohr was absolutely great and I hope/wish that all of my remaining courses can be with her as well.”

“This was the second ITIL Intermediate course I’ve taken and based on my experience with the first course I was very happy to see Eric was the instructor for this course.  He’s clearly highly knowledgeable and adept at holding students’ attention and prompting interaction and participation.  I plan to look for Eric to be listed as the instructor when I work to schedule future ITIL courses.”


This certification is proudly awarded to students who successfully complete the INNOVATE coursework in Omnikron’s Leadership Elevation Framework. [The Leadership Elevation Framework is a trademarked Omnikron methodology.] Successful and lasting innovation requires the skills built through the CALIBRATION, NEGOTIATION, and COLLABORATION phases of the Leadership Elevation Framework. Fittingly, the INNOVATE level builds on these skills by focusing on best practices and the design, implementation and management of cutting edge technology from specialized domains including Big Data, Data Science, ITIL, Cyber Security, SDN / NFV, Cloud, Virtualization and Enterprise Architecture.