By implementing good practice in service offerings and agreements, IT departments can achieve high levels of customer satisfaction. An intermediate level guide for exam candidates and IT departments, this book provides clarification and expansion of the core ITIL (R) texts. This new edition reflects the current thinking from ITIL and is aligned to the latest syllabus for the Intermediate Certificate in Service Offerings and Agreements. An ITIL licensed product.
Auflage
Sprache
Verlagsort
Verlagsgruppe
BCS Learning & Development Limited
Zielgruppe
Maße
Höhe: 244 mm
Breite: 170 mm
ISBN-13
978-1-78017-192-0 (9781780171920)
Copyright in bibliographic data and cover images is held by Nielsen Book Services Limited or by the publishers or by their respective licensors: all rights reserved.
Schweitzer Klassifikation
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
