Course Outline

Service Offerings and Agreements

• Introduction to Service Offerings and Agreements
• How practices of Service Offerings and Agreements support the ITIL® Service Lifecycle
• Scope and objective
• Value of Strategy Management for IT Services
• Design Coordination Process
• How successful services depend on the perception of customer
• Relevance of Business Cases
• Return-on-Investment (ROI) to Service Offerings and Agreements

Business Relationship Management

• Scope and objective
• Business Value
• Basic principles and terminologies
• Inputs, outputs and triggers
• Information Management with the process of Business Relationship Management
• CSFs and KPIs
• Risks and challenges
• Roles and responsibilities

Service Portfolio Management

• Introduction to Service Portfolio Management
• Business Value
• Basic concepts and terminologies
• Process interfaces
• Inputs, outputs and triggers
• Information Management within the process of Service Portfolio Management Process
• CSFs and KPIs
• Risks and challenges
• Key roles and responsibilities

Financial Management for IT Services

• Introduction to Financial Management for IT Services
• Scope and objective
• Business Value
• Basic concepts and terminologies
• Inputs, outputs and triggers
• Interface of processes
• Information Management within the process of Financial Management for IT Services
• CSFs and KPIs
• Risks and challenges
• Key roles and responsibilities

Demand Management

• Introduction to Demand Management
• Scope and objective
• Business value
• Basic concepts and terminologies
• Inputs, outputs and triggers
• Information Management within the process of Demand Management
• CSFs and KPIs
• Risks and challenges
• Roles and responsibilities

Service Catalogue Management

• Introduction to Service Catalog Management
• Importance of Service Catalog to the Service Lifecycle
• Scope and objective
• Business value
• Basic concepts and terminologies
• Information Management within the process of Service Level Management
• CSFs and KPIs
• Risks and challenges
• Contents of service and operational level agreements
• Roles and responsibilities

Supplier Management

• Introduction to Supplier Management
• Scope and objective
• Business value
• Basic concepts and terminologies
• Inputs, outputs and triggers
• Information Management within the process of Supplier Management
• CSFs and KPIs
• Risks and challenges
• Roles and responsibilities

Technology and Implementation Considerations

• Generic requirements for technologies used in Service Management
• Evaluation criteria for technology and tools for process implementation
• Procedures for practice and process implementation
• Risks and challenges related to the implementation process