ITIL® Intermediate Capabilities: Service Offerings & Agreements (2011 Edition)
OSNOVA KURZU
1 - COURSE INTRODUCTION
1 - NOTE
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
The ITIL Accredited Training Organization logo is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
2 - SOA INTRODUCTION
SOA and Service Strategy
SOA and Service Design
SOA and Customer Perception
SOA and Identifying Customer Requirements
3 - SOA PROCESSES WITHIN SERVICE STRATEGY
4 - SERVICE PORTFOLIO MANAGEMENT
Purpose and objectives
Scope
Value to business
Policies, principles, and basic concepts
Process activities, methods and techniques
Triggers, inputs, outputs and interfaces
Information management
Critical success factors and key performance indicators
Challenges and risks
5 - FINANCIAL MANAGEMENT
Purpose and objectives
Scope
Value to business
Policies, principles, and basic concepts
Process activities, methods and techniques
Triggers, inputs, outputs and interfaces
Information management
Critical success factors and key performance indicators
Challenges and risks
6 - DEMAND MANAGEMENT
Purpose and objectives
Scope
Value to business
Policies, principles, and basic concepts
Process activities, methods and techniques
Triggers, inputs, outputs and interfaces
Information management
Critical success factors and key performance indicators
Challenges and risks
7 - BUSINESS RELATIONSHIP MANAGEMENT
Purpose and objectives
Scope
Value to business
Policies, principles, and basic concepts
Process activities, methods and techniques
Triggers, inputs, outputs and interfaces
Information management
Critical success factors and key performance indicators
Challenges and risks
8 - SOA PROCESSES WITHIN SERVICE DESIGN
9 - SERVICE CATALOG MANAGEMENT
Purpose and objectives
Scope
Value to business
Policies, principles, and basic concepts
Process activities, methods and techniques
Triggers, inputs, outputs and interfaces
Information management
Critical success factors and key performance indicators
Challenges and risks
10 - SERVICE LEVEL MANAGEMENT
Purpose and objectives
Scope
Value to business
Policies, principles, and basic concepts
Process activities, methods and techniques
Triggers, inputs, outputs and interfaces
Information management
Critical success factors and key performance indicators
Challenges and risks
11 - SUPPLIER MANAGEMENT
Purpose and objectives
Scope
Value to business
Policies, principles, and basic concepts
Process activities, methods and techniques
Triggers, inputs, outputs and interfaces
Information management
Critical success factors and key performance indicators
Challenges and risks
12 - TECHNOLOGY AND IMPLEMENTATION CONSIDERATIONS
13 - GOOD PRACTICES
14 - ADDITIONAL SOURCES OF INFORMATION
15 - LIVING THE LIFECYCLE ASSIGNMENTS
16 - STUDY AND EXAM TAKING TIPS
17 - COURSE SYLLABUS
18 - KEY CONCEPTS REVIEW
19 - STUDY AIDS
20 - STUDY AIDS ANSWER KEY
21 - NOTE
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
The ITIL Accredited Training Organization logo is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
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