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Viser: Service Offerings and Agreements - A Guide for ITIL® Exam Candidates
Service Offerings and Agreements
A Guide for ITIL® Exam Candidates
Richard Griffiths
(2014)
Sprog: Engelsk
BCS Learning & Development Limited
477,00 kr.
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Detaljer om varen
- 2. Udgave
- Paperback: 235 sider
- Udgiver: BCS Learning & Development Limited (April 2014)
- ISBN: 9781780171920
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® 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.
Preface SECTION
1: INTRODUCTION
1. The concept of service management as a practice
2. The concept of service, its value proposition andcomposition
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 servicelifecycle 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 EFFICIENCYAND EFFECTIVENESS A4 GENERIC CHALLENGES, CRITICAL SUCCESS FACTORS AND RISKS228
1: INTRODUCTION
1. The concept of service management as a practice
2. The concept of service, its value proposition andcomposition
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 servicelifecycle 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 EFFICIENCYAND EFFECTIVENESS A4 GENERIC CHALLENGES, CRITICAL SUCCESS FACTORS AND RISKS228
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