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Overview

This course is aimed as those IT professionals who have a working need to understand and relate business requirements to the services IT provide and those responsible for agreeing and managing IT services. It may also be of interest to business managers seeking to develop a stronger working dialogue with their IT provider. The course will take participants through the entire lifecycle of developing an offering from understanding the business need, the potential demand for the service, development of the service portfolio and service catalogue, service level agreements through to supplier and customer management.

Successful completion of this module will gain you 4 points towards your ITIL ITSM Expert Diploma.

Topics covered include:

• Service management as a practice.
• Processes across the lifecycle pertaining to service offerings and agreement.
• Service portfolio management, which provides documentation for services and prospective services in business terms.
• Service catalogue management, which is concerned with the production of and documentation of the service catalogue, from a business and technical viewpoint.
• Service level management, which sets up a service level agreement (SLA) structure and ensures that all SLAs have an underpinning support structure in place.
• Demand management, which identifies patterns of business activity to enable the appropriate strategy to be implemented.
• Supplier management, which ensures all partners and suppliers are managed in the appropriate way and includes contract management.
• Financial management, which includes ensuring understanding of the service value and management of all financial considerations.
• Business relationship managers, who have responsibility to represent customers and ensure the service catalogue and portfolio have the right needs.

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