ITIL: Service Offerings & Agreements
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1 ITIL: Service Offerings & Agreements Course Course Chapter 01 - Course Lesson: Course Organization Welcome to the Course! Mentoring Community s Why Are You Here? Using Bloom's Taxonomy What Do You Expect? Housekeeping Online Lesson: Course Conventions & Agenda Conventions Used Quizzes & Exercises ITIL Qualification Scheme ITIL Capability Exam Getting Started with an Online Class Chapter 01 Review Chapter 02 - Service Offerings & Agreements Lesson: to Service Offerings & Agreements Objective Lesson: Service Offerings & Agreements Principles SOA Context Service Portfolio Service Pipeline Service Catalog SOA & Design Coordination Overview SD & SLM SOA & Value Value of a Service Creating Service Value Perception of Value Framing Service Value Supplier Management Lesson: Service Offerings & Agreements Context Metrics & Measures Challenges SOA Processes Lesson: Service Offerings & Agreements SOA Chapter 02 Review 3m 13m 41m
2 Chapter 03 - SOA Processes Lesson: Service Portfolio Management Service Portfolio Service Portfolio & CMS Other Portfolios Designing the Service Portfolio Service Portfolio Methods SPM Initiation Define Option Space Tool Analyze Approve Charter Retiring Services Lesson: Service Catalog Management Service Catalog Views Activities Agree & Document Service Definition Interace with Service Portfolio Management Produce & Maintain Service Catalog Interfacing Service Catalog Example Lesson: Service Level Management Activities of Service Level Management Activities of Service Level Management Process SLA Frameworks SLRs & SLAs Improving Customer Satisfaction Managing Underpinning Agreements 4h 5m
3 Service Reporting Service Improvement Plan (SIP) Service Reviews Managing & Revising SLAs & UCs Contacts & Feedback SLA Components OLA Components Service Level Management Service Level Management Lesson: Demand Management Activity-Based Demand Management Business Activity-Patterns Patterns of Business Activity User Profile Matching UP to PBA Demand Modeling Managing Demand Service Packages Lesson: Supplier Management Activities Evaluate New Suppliers & Contracts Supplier Evaluation Contract Evaluation Categorize Suppliers & Maintain SCMIS Supplier Categorization Matrix Establish New Suppliers & Contracts Manage Supplier & Contract Performance Renew/Terminate Contracts CSFs Supplier Management Lesson: Financial Management
4 Financial Management Activities Overview Process Activities Accounting Accounting Activities Cost Models Cost Centers & Cost Units Cost Types & Elements Cost Allocation Chart of Accounts Analysis & Reporting Action Plans Budgeting Budgeting Activities Charging Activity Charging Policies Chargeable Items Pricing Billing Financial Management Cycles Return on Investment Lesson: Business Relationship Management Purpose Goals & Objectives Business Value Policies, Principles & Process Initiation Customer Service Provider BRM the Lifecycle & Tools Service Strategy Service Design Service Transition Service Operation Continual Service Improvement Business Relationship Management Lesson: SOA Processes Chapter 03 Review
5 Chapter 04 - Organizing, Technology & Implementation Lesson: Organizing for SOA Who Does What to Whom? The RACI Model Functional Roles Analysis Activity Analysis Generic Roles & Responsibilities Service Owner Process Owner Process Manager Process Practitioner SOA Roles & Responsibilities Service Portfolio Management Service Catalog Management Service Level Management Demand Management Supplier Management Financial Management Business Relationship Management Lesson: SOA Technology & Implementation Technology & Implementation Considerations Service Design Technology & Design Service Operation Technology Considerations Technology Implementation Planning & Implementing Technology Designing Technology Architectures Implementation Considerations Implementation Challenges, CSFs & Risks Challenges Risks CSFs Lesson: Organizing, Technology & Implementation Chapter 04 Review Course Closure 41m Total Duration: 5hrs 42m
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