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ITIL® Intermediate Capabilities: Service Offerings & Agreements (2011 Edition)

Course Outline

1 – Course Introduction

1 – Note

ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

The ITIL Accredited Training Organization logo is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

2 – SOA Introduction

SOA and Service Strategy
SOA and Service Design
SOA and Customer Perception
SOA and Identifying Customer Requirements

3 – SOA Processes within Service Strategy

4 – Service Portfolio Management

Purpose and objectives
Scope
Value to business
Policies, principles, and basic concepts
Process activities, methods and techniques
Triggers, inputs, outputs and interfaces
Information management
Critical success factors and key performance indicators
Challenges and risks

5 – Financial Management

Purpose and objectives
Scope
Value to business
Policies, principles, and basic concepts
Process activities, methods and techniques
Triggers, inputs, outputs and interfaces
Information management
Critical success factors and key performance indicators
Challenges and risks

6 – Demand Management

Purpose and objectives
Scope
Value to business
Policies, principles, and basic concepts
Process activities, methods and techniques
Triggers, inputs, outputs and interfaces
Information management
Critical success factors and key performance indicators
Challenges and risks

7 – Business Relationship Management

Purpose and objectives
Scope
Value to business
Policies, principles, and basic concepts
Process activities, methods and techniques
Triggers, inputs, outputs and interfaces
Information management
Critical success factors and key performance indicators
Challenges and risks

8 – SOA Processes within Service Design

9 – Service Catalog Management

Purpose and objectives
Scope
Value to business
Policies, principles, and basic concepts
Process activities, methods and techniques
Triggers, inputs, outputs and interfaces
Information management
Critical success factors and key performance indicators
Challenges and risks

10 – Service Level Management

Purpose and objectives
Scope
Value to business
Policies, principles, and basic concepts
Process activities, methods and techniques
Triggers, inputs, outputs and interfaces
Information management
Critical success factors and key performance indicators
Challenges and risks

11 – Supplier Management

Purpose and objectives
Scope
Value to business
Policies, principles, and basic concepts
Process activities, methods and techniques
Triggers, inputs, outputs and interfaces
Information management
Critical success factors and key performance indicators
Challenges and risks

12 – Technology and Implementation Considerations

13 – Good Practices

14 – Additional Sources of Information

15 – Living the Lifecycle Assignments

16 – Study and Exam Taking Tips

17 – Course Syllabus

18 – Key Concepts Review

19 – Study Aids

20 – Study Aids Answer Key

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