Course Overview
This hands-on course leads to a Certificate in ITIL Service Capability Management – Service Offerings &
Agreements. The series is focused on role based clusters in a modular set, each with a certification. Each
cluster contains groupings of processes and roles from within ITIL IT Service Management, intended to
offer candidates a balanced knowledge of ITIL practices which have direct interaction and dependencies
in their daily use. The Service Offerings and Agreements subject areas include Service Portfolio
Management, Service Level Management, Service Catalogue Management, Demand Management,
Supplier Management, and Financial Management.
Course Outline
Course Introduction 3m
Course Introduction
Chapter 01 – Course Introduction 13m
Lesson: Course Organization
Welcome to the Course!
Mentoring Community Introductions
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 41m
Lesson: Introduction to Service Offerings & Agreements
Introduction
Objective
Scope
Value to the Business
Concepts
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
Relationships
Information
Metrics & Measures
Challenges
SOA Processes
Lesson: Service Offerings & Agreements Summary
SOA Summary
Checkpoint
Chapter 02 Review
Chapter 03 – SOA Processes 4h 5m
Lesson: Service Portfolio Management
Introduction
Purpose, Goals & Objectives
Scope
Value to the Business
Concepts
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
Triggers, Inputs & Outputs
Relationships
Information
Critical Success Factors
Challenges & Risks
Summary
Lesson: Service Catalog Management
Introduction
Purpose, Goals & Objectives
Scope
Value to the Business
Concepts
Service Catalog Views
Activities
Agree & Document Service Definition
Interace with Service Portfolio Management
Produce & Maintain Service Catalog
Interfacing
Service Catalog Example
Triggers, Inputs & Outputs
Relationships
Information
Critical Success Factors
Challenges & Risks
Summary
Lesson: Service Level Management
Introduction
Purpose, Goals & Objectives
Scope
Value to the Business
Concepts
Activities of Service Level Management
Activities of Service Level Management Process
SLA Frameworks
SLRs & SLAs
Improving Customer Satisfaction
Managing Underpinning Agreements
Service Reporting
Service Improvement Plan (SIP)
Service Reviews
Managing & Revising SLAs & UCs
Contacts & Relationships
Feedback
SLA Components
OLA Components
Triggers, Inputs & Outputs
Service Level Management Relationships
Information
Critical Success Factors
Challenges & Risks
Service Level Management Summary
Lesson: Demand Management
Introduction
Purpose, Goals & Objectives
Scope
Value to the Business
Concepts
Activity-Based Demand Management
Business Activity-Patterns
Patterns of Business Activity
User Profile
Matching UP to PBA
Demand Modeling
Managing Demand
Service Packages
Triggers, Inputs & Outputs
Relationships
Information
Critical Success Factors
Challenges & Risks
Summary
Lesson: Supplier Management
Introduction
Purpose, Goals & Objectives
Scope
Value to the Business
Concepts
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
Triggers, Inputs & Outputs
Relationships
Information
CSFs
Challenges & Risks
Supplier Management Summary
Lesson: Financial Management
Introduction
Purpose, Goals & Objectives
Scope
Value to the Business
Concepts
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
Triggers, Inputs & Outputs
Relationships
Information
Critical Success Factors
Challenges & Risks
Summary
Lesson: Business Relationship Management
Introduction
Purpose Goals & Objectives
Scope
Business Value
Policies, Principles & Concepts
Process Initiation
Customer
Service Provider
Triggers, Inputs & Outputs
Relationships
BRM the Lifecycle & Tools
Service Strategy
Service Design
Service Transition
Service Operation
Continual Service Improvement
Critical Success Factors
Challenges & Risks
Business Relationship Management Summary
Lesson: SOA Processes Summary
Checkpoint
Chapter 03 Review
Chapter 04 – Organizing, Technology & Implementation 41m
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 Summary
Summary
Checkpoint
Chapter 04 Review
Course Closure
Total Duration: 5hrs 42m