ITIL - Service Offerings and Agreements

Chapter 1: Introduction and Overview

The value of SOA activities

The lifecycle within SOA context

IT Service Strategy

Design Coordination

How services deliver value

Service design requirements

ROI and business case

Chapter 2: Service Portfolio Management

Introduction to the service portfolio

Relationship of SPM to service pipeline and service catalog

Purpose and objectives of SPM

Scope of SPM & Value to the Business

Policies, principles and basic concepts

SPM Process Activities, Methods and Techniques

SPM Triggers, Inputs, Outputs and Interfaces

Information Management

CSFs & KPIs

Challenges and Risks

Designing the Service Portfolio

Chapter 3: Service Catalog Management

Importance of Service Catalog

Purpose and objectives of SCM

Scope of SCM & Value to the Business

Policies, principles and basic concepts

SCM Process Activities, Methods and Techniques

SCM Triggers, Inputs, Outputs and Interfaces

Information Management

CSFs & KPIs

Challenges and Risks

Production of a service catalog

Importance of Service Catalog

Purpose and objectives of SCM

Scope of SCM & Value to the Business

Policies, principles and basic concepts

SCM Process Activities, Methods and Techniques

SCM Triggers, Inputs, Outputs and Interfaces

Information Management

CSFs & KPIs

Challenges and Risks

Production of a service catalog

Chapter 4: Service Level Management

The importance of SLM to the Service Lifecycle

The purpose and objectives of SLM

The scope of SLM & Value to the Business

Policies, principles and basic concepts

SLM Process Activities, Methods and Techniques

SLM Triggers, Inputs, Outputs and Interfaces

Information Management

CSFs & KPIs

Challenges and Risks

Content of Service Level Agreements (SLAs) and Operational Level Agreements (OLAs)

Chapter 5: Demand Management

The importance of demand management (DM) to the Service Lifecycle

The purpose and objectives of DM

The scope of DM & Value to the Business

Policies, principles and basic concepts of DM

DM Process Activities, Methods and Techniques

DM Triggers, Inputs, Outputs and Interfaces

Information Management

CSFs & KPIs

Challenges and Risks

Chapter 6: Supplier Management

Purpose and objectives of Supplier Management

Supplier Management’s Scope & Value to the Business

Principles and basic concepts of Supplier Management

Process Activities, Methods and Techniques of Supplier Management

Supplier Management Triggers, Inputs, Outputs and Interfaces

Information Management

CSFs & KPIs

Chapter 7: Financial Management for IT Services

Importance of FM to the Service Lifecycle

Purpose and objectives of FM

Scope of FM & Value to the Business

Policies, principles, basic concepts

Activities, methods and techniques

FM Triggers, Inputs, Outputs and Interfaces

Information Management

CSFs & KPIs

Challenges & Risks

Chapter 8: Business Relationship Management

Purpose and objectives of Business Relationship Management

Scope & Value to the Business

Principles and basic concepts

Process Activities, Methods and Techniques

Triggers, Inputs, Outputs and Interfaces

Information Management

CSFs & KPIs


ITIL Service Offerings and Agreements focuses on the practical application of SOA practices in order to enable portfolio, service level, service catalog, demand, supplier and financial management. SOA provides guidance to help organizations and individuals understand how the five stages of the ITIL lifecycle (service strategy, service design, service transition, service operation and continual service improvement) can offer value to organizations and projects.

ITIL - Service Offerings and Agreements

  • Product Code: ISOA-R10-
  • Availability: In Stock
  • $225.00

Build Your Solution

Tags: ITIL, IT, infrastructure, library, information, service, management, strategy, transition, operation, OSA, agreement, capability, work, stream, financial, supplier, portfolio, management