By implementing good practice in service offerings and agreements, IT departments can achieve high levels of customer satisfaction by merging demand, supplier and financial management with the service portfolio and service catalogue. An intermediate level guide for exam candidates and for IT departments, this book provides clarification and expansion of the core ITIL (R) texts. An ITIL (R) Licensed Product.
Rezensionen / Stimmen
This is an excellent book for prospective candidates taking the Intermediate SOA examination. -- Peter Wheatcroft FBCS CITP
Sprache
Verlagsort
Verlagsgruppe
BCS Learning & Development Limited
Zielgruppe
Maße
Höhe: 246 mm
Breite: 172 mm
Dicke: 12 mm
Gewicht
ISBN-13
978-1-906124-60-1 (9781906124601)
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 Griffiths has been an ISEB examiner since 2000 and is a service management consultant, having worked as practitioner and trainer in all aspects of ITIL for a large number of organisations worldwide.
SECTION 1: INTRODUCTION
1 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 managemet 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 manager
14 SOA roles and responsibilities
15 Technology and implementation considerations
SECTION 3: PASSING THE SOA EXAMINATION
16 The scope of the examinations and qualifications
17 Training
18 The format of the examination
APPENDICES
A1 SERVICE OFFERINGS AND AGREEMENTS SYLLABUS
A2 SAMPLE QUESTIONS
