• Strategy Management for IT Services
• Business Relationship Management
• Financial Management
• Demand Management
• Service Portfolio Management
• Service Catalog Management
• Service Level Management
• Supplier Management

• Value to the business of the Service Operation & Agreements (SOA) processes and their activities
• In-depth review of the key processes needed to support service offerings and agreements, and their associated activities, roles, responsibilities, challenges, risks and critical success factors:
  • Strategy Management for IT Services: The process that establishes strategies for services upon which the other SOA processes depend
  • Business Relationship Management: Ensures the customer’s requirements are correctly identified
  • Financial Management: A strategic process that enables IT to generate service-based costing that, combined with perceived value for the service, results in a real, business-based price
  • Demand Management: Understands demand for services and enables appropriate service strategies
  • Service Portfolio Management: Manages the service portfolio which contains information about IT services from concept through implementation and production to retirement
  • Service Level Management: Sets up Service Level Agreement (SLAs) and ensures that all SLAs have an underpinning support structure in place
  • Service Catalog Management: Provides the single source of information about agreed services and makes sure this information is communicated
  • Demand Management: Identifies patterns of business activity to enable the appropriate strategy to be implemented
  • Supplier Management: Ensures that suppliers support IT service targets and meet business expectations
• The reliance upon a good business case and a good understanding of ROI
• Technology and implementation considerations for the key processes
• Important considerations for continual improvement of these processes

Service Level Managers, IT Supplier Managers, Business Relationship Managers, Financial Managers, and any IT professional involved with the processes described above.

ITIL V3 Foundation Certificate or ITIL V2 Foundation plus Bridge Certificate and completion of an accredited Course from an ITIL Accredited Training Provider

Type: Online or Paper based Exam having Eight (8) multiple choice, scenario-based, gradient scored questions. Each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks.

Duration: 90 minutes. 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.

Pass Score: 70% (28 0f 40)