ITIL® Service Offering & Agreement

This course is made up of the modules listed below. Each module aims to help you understand each section and give you a full understanding of each subject.

• Introduction – this initial unit of the course provides an introduction to the core concepts and terminology of the service Lifecycle stages that are related to SOA. These include select processes from Service Strategy and Service Design.

• Service Portfolio Management – this unit addresses how the process of Service Portfolio Management contributes to SOA practices. It provides a complete overview of the objectives, scope and importance of Service Portfolio Management and how it relates business services to IT services.

• Service Catalogue Management – this unit explores how the process of Service Catalogue Management contributes to SOA practices. It provides a complete overview of the objectives, scope and of the importance of Service Catalogue Management as an interface to the Service Portfolio, as well as of the difference between a business and a technical service catalogue.

• Service Level Management – this unit covers the Service Level Management (SLM) process and how it contributes to SOA. It provides a complete overview of the objectives, scope and the importance of SLM as a process to generate business value.

• Demand Management – this unit addresses how the Demand Management process contributes to SOA practices. It explores the objectives, scope and importance of activity-based Demand Management as a process to generate business activity patterns.

• Supplier Management – this unit covers how the Supplier Management process contributes to SOA practices. It explores the objectives, scope and importance of Supplier Management as a process to generate business value.

• Financial Management for IT Services – this unit looks at Financial Management for IT Services and how it contributes to SOA. It provides an overview of the objectives, scope and importance of Financial Management for IT Services as a process for generating business value.

• Business Relationship Management – this unit deals with Business Relationship Management (BRM) and how this role contributes to SOA practices. It covers Business Relationship Management policies, principles and concepts, along with the activities, methods and techniques in relationship to SOA practices.

• Service Offerings & Agreements Roles and Responsibilities – this unit deals with the roles and responsibilities which contribute to SOA practices. Each SOA process has a number of roles associated with it. The responsibilities of these roles are defined and discussed.

• Technology and Implementation Considerations – this learning unit deals with SOA technology and implementation considerations. Service Design is specifically used to identify good practices and evaluation criteria for technology and tools related to process implementation. Service Operation provides the specifics on planning and implementing service management technology support as well as a guide to generic requirements for technology. All three Lifecycle stages (namely Service Design, Service Operation and Service Transition) are used to explore the challenges, critical success factors and risks related to implementing practices and processes.