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.
To request the PowerPoints for this course, please e-mail sales@30bird.com.