Following completion of this unit, the candidate will possess knowledge of: ? Understanding of the importance of Service Management as a Practice concept and Service Operation Principles, Purpose and Objective ? The 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 ? How to use the ITIL Service Offerings and Agreement processes, activities and functions to achieve operational excellence ? Explain how to measure ITIL Service Offerings and Agreements ? The importance of IT Security and its contributions to ITIL Service Offerings and Agreements ? Understanding of technology and implementation considerations surrounding ITIL Service Offerings and Agreements ? Challenges, Critical Success Factors and Risks associated to ITIL Service Offerings and Agreements