ITIL® Service Capability - Service Offerings & Agreements

During this course, applicants will be able to increase their understanding and awareness in the following topics:

Introduction and Overview

• Service Management as a training
• How it carries value to clients and the business
• The supporting methods and tasks that provide support for the Service Lifecycle
• Which phases of the Service Lifecycle provide to SOA and how they all relate

Service Portfolio Management

• Service Portfolio Management is inclusive of its project strategy, modules, techniques, actions, roles and operation as well as its administrative structure and the interfaces with other methods
• Service Portfolio Management in connection to the Service Catalogue and Service Pipeline and how these assist SOA
• The benefits and business value from Service Portfolio Management

Service Catalogue Management

• Service Catalogue Management inclusive of its design policy, components, actions, roles and process as well as its administrative structure and the interfaces with other procedures
• Service Catalogue in association to the Service Portfolio, the Business Catalogue, the Technical Service Catalogue and how these modules are implemented to guarantee a quality service within SOA Metrics and Critical Success Factors (CSFs) related with Service Catalogue Management in maintaining SOA

Service Level Management (SLM)

• Service Level Management (SLM) inclusive of design policy, workings, actions, roles and operation together with its logistic structure including any interfaces with any other developments.
• SLM components and actions containing Service Level Agreements (SLAs) structures, Service Level Requirements (SLRs), Operational Level Agreements (OLAs), Critical Success Factors (CSFs), Underpinning Contracts (UCs) their metrics, performance and observing how these modules are applied to guarantee a quality service within SOA
• The benefits and business importance of SLM

Demand Management

• Demand Management procedures are inclusive of design policy, components, activities, roles and process which involves its administrative structure including any interfaces with other methods
• Service Portfolio communication within Demand Management, and how it can be achieved for service in relation to show Business benefits and in assistance of SOA

• Supplier Management procedure is inclusive of design approach, workings, actions, roles and action which involves its administrative arrangement including any interfaces with other practises
• Supplier Management components and activities (e.g. Supplier Categorization, Supplier Assessment, Supplier and Contract Database, metrics, etc.) and how these are applied to guarantee a high quality service within SOA
• The benefits and business value that can be gained from Supplier Management as related to SOA Financial Management
• Financial Management inclusive of design plan, components, actions, roles and process involving its organised structure including any interfaces with other developments
• Financial Management components and activities including funding, accounting, chargeback, Return on Investment and how these are used to ensure quality service within SOA
• The benefits and business importance that can be acquired from Financial Management

Roles and Responsibilities

• Business Relationship Manager Roles and duties and how they assist SOA
• Business Relationship Manager tasks and how these are implemented to guarantee a high quality service within SOA
• The roles and responsibilities that link to Service Catalogue Manager, Service Level Manager and the Supplier Manager and how they fit within the Service Design organization to assist SOA

Technology and Implementation Considerations

• Service Management tools and where/how they would be applied within SOA for practise application
• The tools that assist SOA
• The Challenges and Risks when applying SOA procedures