ITIL®-SOA: Intermediate Capability: ITIL® Service Offerings and Agreements with Certification Exam
Details
The main process focus areas of this course include:
- Business relationship management
- Service portfolio management
- Financial management for IT services
- Demand management
- Service catalogue management
- Service level management
- Supplier management
Outline
- Service Offerings and Agreements
- How Service Offerings and Agreements Practices Support the Service Lifecycle
- Purpose, Objectives, Scope, and Value of Strategy Management for IT Services and the Design Coordination Process
- Successful Services Depend on the Customer's Perception of Utility and Warranty
- The relevance of Business Cases and Return-on-Investment to Service Offerings and Agreements Practices
- Business Relationship Management
- Purpose, Objectives, and Scope
- Business Value
- Policies, Principles, and Basic Concepts
- Triggers, Inputs, Outputs, and Process Interfaces
- Information Management within the Business Relationship Management Process
- CSFs and KPIs
- Challenges and Risks
- Key Roles and Responsibilities
- Service Portfolio Management
- Service Portfolio
- Purpose, Objectives, and Scope
- Business Value
- Policies, Principles, and Basic Concepts
- Triggers, Inputs, Outputs, and Process Interfaces
- Information Management within the Service Portfolio Management Process
- CSFs and KPIs
- Challenges and Risks
- Key Roles and Responsibilities
- Financial Management for IT Services
- Purpose, Objectives, and Scope
- Business Value
- Policies, Principles, and Basic Concepts
- Triggers, Inputs, Outputs, and Process Interfaces
- Information Management within the Financial Management for IT Services Process
- CSFs and KPIs
- Challenges and Risks
- Key Roles and Responsibilities
- Demand Management
- Importance of Demand Management to Managing Services throughout their Lifecycle
- Purpose, Objectives, and Scope
- Business Value
- Policies, Principles, and Basic Concepts
- Triggers, Inputs, Outputs, and Process Interfaces
- Information Management within the Demand Management Process
- CSFs and KPIs
- Challenges and Risks
- Key Roles and Responsibilities
- Service Catalog Management
- Importance of the Service Catalog to the Service Lifecycle
- Purpose, Objectives, and Scope
- Business Value
- Policies, Principles, and Basic Concepts
- Triggers, Inputs, Outputs, and Process Interfaces
- Information Management within the Service Catalog Management Process
- CSFs and KPIs
- Challenges and Risks
- Production of a Service Catalog
- Key Roles and Responsibilities of Service Catalog Management
- Service Level Management
- Importance of Service Level Management to the Service Lifecycle
- Purpose, Objectives, and Scope
- Business Value
- Policies, Principles, and Basic Concepts
- Triggers, Inputs, Outputs, and Process Interfaces
- Information Management within the Service Level Management Process
- CSFs and KPIs
- Challenges and Risks
- Contents of Service and Operational Level Agreements (SLAs and OLAs)
- Key Roles and Responsibilities
- Supplier Management
- Purpose, Objectives, and Scope
- Business Value
- Policies, Principles, and Basic Concepts
- Triggers, Inputs, Outputs, and Process Interfaces
- Information Management within the Supplier Management Process
- CSFs and KPIs
- Challenges and Risks
- Key Roles and Responsibilities
- Technology and Implementation Considerations
- Generic Requirements for Service Management Technologies
- Evaluation Criteria for Technology and Tooling for Process Implementation
- Good Procedures for Practice and Process Implementation
- Challenges, CSFs, and Risks Related to Implementing Practices and Processes
- How to Plan and Implement Service Management Technologies
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