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ITIL® Intermediate Qualification: Service Offerings and Agreements

Course Objectives

Service portfolio management
Service catalogue management
Service level management
Demand management
Supplier management
Financial management for IT services
Business relationship management

Course Outline

Introduction to service offerings and agreements (SOA)
The value to the business of SOA activities
The lifecycle within the SOA context
How services deliver value to customers and the business and the relevance to the SOA processes
How requirements are identified through the SOA processes
Understanding return on investment (ROI) and the business case
Service portfolio management
Service portfolio management, including concepts, methods, activities, roles and operation as well as
its organizational structure and the interfaces with other processes
Service portfolio management in relationship to the service catalogue and service pipeline and how
these support SOA
Metrics and critical success factors (CSFs) associated with service portfolio management in support
of SOA
Service catalogue management
Service catalogue management, including its concepts, activities, roles and operation as well as its
organizational structure and the interfaces with other processes
Service catalogue in relationship to the service portfolio, the business catalogue, the technical
service catalogue and how these components are used to ensure service quality within SOA
Metrics and CSFs associated with service catalogue management in support of SOA
Service level management
Service level management (SLM), including its concepts, activities, roles and operation as well as its
organizational structure and any interfaces with other processes
SLM components and activities, including service level agreements (SLAs) structures, service level
requirements (SLRs), operational level agreements (OLAs), CSFs, underpinning contracts (UCs),
their metrics, performance and monitoring
How these components are used to ensure service quality within SOA
Demand management
Demand management process, including its concepts, activities, roles and operation as well as its
organizational structure and any interfaces with other processes
Demand for services especially in relation to patterns of business activity and how it is used within
SOA
Service portfolio interaction with demand management and how demand can be managed for
service in relation to providing business benefits and in support of SOA
Metrics and CSFs associated with demand management in support of SOA
Supplier management
Supplier management process inclusive of its concepts, activities, roles and operation including its
organizational structure as well as any interfaces with other processes
Supplier management components and activities (for example supplier categorization, supplier
evaluation, supplier and contract database, metrics and CSFs) and how these are used to ensure
service quality within SOA
Financial Management for IT services
Financial management for IT services, including its concepts, activities, roles and operation as well
as its organizational structure and any interfaces with other processes
Financial management for IT services components and activities, including budgeting, accounting
and charging and how these are used to ensure service quality within SOA
Metrics and CSFs associated with financial management for IT services in support of SOA
Business relationship management
Business relationship management, including its concepts, activities, roles and operation as well as
its organizational structure and any interfaces with other processes
Metrics and CSFs associated with business relationship management in support of SOA
SOA roles and responsibilities
The roles and responsibilities related to all of the SOA processes
Technology and implementation considerations
Service management tools and where/how they would be used within SOA for process
implementation
The tools that support SOA
What best practices should be used in order to alleviate challenges and risks when implementing
Service Management technologies and designing technology architectures

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