Introduction and Overview
The context in the service lifecycle of the SOA processes
Strategy management for IT services
Design coordination
Service Portfolio and Service Catalog Management
Principles of service portfolio management
Relationship to the service catalog and service pipeline
Thinking strategically
Achieving customer focus
Designing the service portfolio
Allocating resources
Linking business and IT services
Integrating the service catalog into the service portfolio
Purpose, goals and objectives
Technical and business service catalogs
Detailing operational services
Using key metrics and critical success factors
Producing a service catalog
Service Level Management (SLM)
Service level management goals
The significance of SLM to the service lifecycle
How SLM creates business value
Analyzing and explaining the scope of the process
Policies, principles and basic concepts of SLM
The service level management process
Process activities and how they relate to the service lifecycle
Negotiating service level agreements (SLAs)
Deliverables, roles and responsibilities
SLAs, OLAs and review meetings
Service improvement plans
Monitoring service performance against SLAs
Demand and Supplier Management
Demand management
Activity-based demand management and business activity patterns
Managing capacity to maximize value
Identifying patterns of business activity
Connecting demand management to the service portfolio
Supplier management
Analyzing the use of the supplier management process
Process, scope and objectives
Evaluating new suppliers
Supplier categorization and maintenance of the supplier and contract database
Ensuring supplier performance
Contract management and administration
Financial Management for IT Services
How financial management contributes to the service lifecycle
Managing financial considerations
The scope, purpose and goals of the process
Basic concepts: funding, accounting and charging
Principles of financial management
Value to the business
Building a business case
Applying information management
Generating and disseminating information
Dealing with challenges and risks
Business Relationship Management (BRM)
The purpose, objectives and scope of BRM
Process activities, methods and techniques
Triggers, inputs, outputs and interfaces
Critical success factors and key performance indicators
Roles and Responsibilities
Service portfolio management
Service catalog management
Service level management
Supplier manager
Technology and Implementation Considerations
Technology implementation as part of implementing service management
Special technology functions related to SOA
Generic requirements and evaluation criteria
Good practices for implementation
Challenges, critical success factors and risks
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