Service Offerings and Agreements

Richard has worked as practitioner, trainer and consultant in all aspects of ITIL for a number of large and small organisations worldwide. He has been a question compiler and examiner at all levels for 14 years and uses the knowledge gained through training many courses to tailor his writing to the audience of potential candidates. Richard specialises in helping organisations adopt and adapt ITIL, enabling them to standardise processes and become more business-aligned

Preface


SECTION 1: INTRODUCTION


1. The concept of service management as a practice


2. The concept of service, its value proposition and
composition


3. The functions and processes across the lifecycle


4. The role of processes in the service lifecycle


5. How service management creates business value


6. How service offerings and agreements support the service
lifecycle


SECTION 2: THE SOA PROCESSES AND FUNCTIONS


7. Service portfolio management


8. Service catalogue management


9. Service level management


10. Demand management


11. Supplier management


12. Financial management


13. Business relationship management


14. SOA roles and responsibilities


15. Technology and implementation considerations


16. Common service activities


SECTION 3: PASSING THE SOA EXAMINATION


17. The scope of the exam and qualification


18. Training


19. The format of the examination


APPENDICES


A1 SERVICE OFFERINGS AND AGREEMENTS SYLLABUS 203


A2 SAMPLE QUESTIONS 211


A3 THE GENERIC USE OF METRICS TO CHECK AND IMPROVE EFFICIENCY
AND EFFECTIVENESS


A4 GENERIC CHALLENGES, CRITICAL SUCCESS FACTORS AND RISKS
228