Service Offerings and Agreements ITIL 2011 Intermediate Capability Handbook

Service Offerings and Agreements ITIL 2011 Intermediate Capability Handbook

by AXELOS
Released October 2014
Publisher(s): TSO
ISBN: 9780113315239

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Book description

This quick reference guide will help you as you study for the Service, Offerings and Agreements (SOA) module of the ITIL intermediate capability qualification. It is a handy, portable reference source for practitioners who work with these processes.

Table of contents

  1. Copyright Page
  2. Contents
  3. Acknowledgements
  4. About this guide
  5. 1: Introduction to service management
    1. 1.1 Best practice (SS 2.1.7)
    2. 1.2 The ITIL framework (SS 1.2, 1.4)
    3. 1.3 Service management (SS 2.1)
    4. 1.4 Processes and functions (SS 2.2.2, 2.2.3)
    5. 1.5 Roles
    6. 1.6 Service offerings and agreements within the context of the service lifecycle
  6. 2: Service portfolio management
    1. 2.1 Purpose and objectives (SS 4.2.1)
    2. 2.2 Scope (SS 4.2.2)
    3. 2.3 Value to the business (SS 4.2.3)
    4. 2.4 Policies, principles and basic concepts (SS 4.2.4)
    5. 2.5 Process activities, methods and techniques (SS 4.2.5)
    6. 2.6 Triggers, inputs, outputs and interfaces (SS 4.2.6)
    7. 2.7 Information management (SS 4.2.7)
    8. 2.8 Critical success factors and key performance indicators (SS 4.2.8)
    9. 2.9 Challenges and risks (SS 4.2.9)
    10. 2.10 Roles and responsibilities (SS 6.8.7)
  7. 3: Service catalogue management
    1. 3.1 Purpose and objectives (SD 4.2.1)
    2. 3.2 Scope (SD 4.2.2)
    3. 3.3 Value to the business (SD 4.2.3)
    4. 3.4 Policies, principles and basic concepts (SD 4.2.4, SS 4.2.4.3, SD Appendix G)
    5. 3.5 Process activities, methods and techniques (SD 4.2.5)
    6. 3.6 Triggers, inputs, outputs and interfaces (SD 4.2.6)
    7. 3.7 Information management (SD 4.2.7)
    8. 3.8 Critical success factors and key performance indicators (SD 4.2.8)
    9. 3.9 Challenges and risks (SD 4.2.9)
    10. 3.10 Roles and responsibilities (SD 6.3.6)
  8. 4: Service level management
    1. 4.1 Purpose and objectives (SD 4.3.1)
    2. 4.2 Scope (SD 4.3.2)
    3. 4.3 Value to the business (SD 4.3.3)
    4. 4.4 Policies, principles and basic concepts (SD 4.3.4, SD Appendix F)
    5. 4.5 Process activities, methods and techniques (SD 4.3.5)
    6. 4.6 Triggers, inputs, outputs and interfaces (SD 4.3.6)
    7. 4.7 Information management (SD 4.3.7)
    8. 4.8 Critical success factors and key performance indicators (SD 4.3.8)
    9. 4.9 Challenges and risks (SD 4.3.9)
    10. 4.10 Roles and responsibilities (SD 6.3.7)
  9. 5: Demand management
    1. 5.1 Purpose and objectives (SS 4.4.1)
    2. 5.2 Scope (SS 4.4.2)
    3. 5.3 Value to the business (SS 4.4.3)
    4. 5.4 Policies, principles and basic concepts (SS 4.4.4)
    5. 5.5 Process activities, methods and techniques (SS 4.4.5)
    6. 5.6 Triggers, inputs, outputs and interfaces (SS 4.4.6)
    7. 5.7 Information management (SS 4.4.7)
    8. 5.8 Critical success factors and key performance indicators (SS 4.4.8)
    9. 5.9 Challenges and risks (SS 4.4.9)
    10. 5.10 Roles and responsibilities (SS 6.8.10)
  10. 6: Supplier management
    1. 6.1 Purpose and objectives (SD 4.8.1)
    2. 6.2 Scope (SD 4.8.2)
    3. 6.3 Value to the business (SD 4.8.3)
    4. 6.4 Policies, principles and basic concepts (SD 4.8.4)
    5. 6.5 Process activities, methods and techniques (SD 4.8.5)
    6. 6.6 Triggers, inputs, outputs and interfaces (SD 4.8.6)
    7. 6.7 Information management (SD 4.8.7)
    8. 6.8 Critical success factors and key performance indicators (SD 4.8.8)
    9. 6.9 Challenges and risks (SD 4.8.9)
    10. 6.10 Roles and responsibilities (SD 6.3.12)
  11. 7: Financial management for IT services
    1. 7.1 Purpose and objectives (SS 4.3.1)
    2. 7.2 Scope (SS 4.3.2)
    3. 7.3 Value to the business (SS 4.3.3)
    4. 7.4 Policies, principles and basic concepts (SS 4.3.4)
    5. 7.5 Process activities, methods and techniques (SS 4.3.5)
    6. 7.6 Triggers, inputs, outputs and interfaces (SS 4.3.6)
    7. 7.7 Information management (SS 4.3.7)
    8. 7.8 Critical success factors and key performance indicators (SS 4.3.8)
    9. 7.9 Challenges and risks (SS 4.3.9)
    10. 7.10 Roles and responsibilities (SS 6.8.9)
  12. 8: Business relationship management
    1. 8.1 Purpose and objectives (SS 4.5.1)
    2. 8.2 Scope (SS 4.5.2)
    3. 8.3 Value to the business (SS 4.5.3)
    4. 8.4 Policies, principles and basic concepts (SS 4.5.4)
    5. 8.5 Process activities, methods and techniques (SS 4.5.5)
    6. 8.6 Triggers, inputs, outputs and interfaces (SS 4.5.6)
    7. 8.7 Information management (SS 4.5.7)
    8. 8.8 Critical success factors and key performance indicators (SS 4.5.8)
    9. 8.9 Challenges and risks (SS 4.5.9)
    10. 8.10 Roles and responsibilities (SS 6.8.8)
  13. 9: Technology and implementation
    1. 9.1 Generic requirements for IT service management technology (SD 7.1)
    2. 9.2 Evaluation criteria for technology and tools (SD 7.2)
    3. 9.3 Practices for process implementation
    4. 9.4 Challenges, critical success factors and risks
    5. 9.5 Planning and implementing service management technologies (SO 8.5)
  14. 10: Qualifications
    1. 10.1 Overview
    2. 10.2 Foundation level
    3. 10.3 Intermediate level
    4. 10.4 ITIL Expert
    5. 10.5 ITIL Master
  15. 11: Related guidance
    1. 11.1 ITIL guidance and web services
    2. 11.2 Quality management system
    3. 11.3 Risk management
    4. 11.4 Governance of IT
    5. 11.5 COBIT
    6. 11.6 ISO/IEC 20000 service management series
    7. 11.7 Environmental management and green and sustainable IT
    8. 11.8 ISO standards and publications for IT
    9. 11.9 ITIL and the OSI framework
    10. 11.10 Programme and project management
    11. 11.11 Organizational change
    12. 11.12 Skills Framework for the Information Age
    13. 11.13 Carnegie Mellon: CMMI and eSCM frameworks
    14. 11.14 Balanced scorecard
    15. 11.15 Six Sigma
  16. Further guidance and contact points
  17. Glossary
  18. Back Cover

Product information

  • Title: Service Offerings and Agreements ITIL 2011 Intermediate Capability Handbook
  • Author(s): AXELOS
  • Release date: October 2014
  • Publisher(s): TSO
  • ISBN: 9780113315239