Service Offerings and Agreements A guide for ITIL exam candidates 1st Edition by Richard Griffiths ISBN 1780171927 9781780171920
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ISBN 10: 1780171927
ISBN 13: 9781780171920
Author: Richard Griffiths
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.
Service Offerings and Agreements A guide for ITIL exam candidates 1st Table of contents:
Chapter 1: Introduction to Service Offerings and Agreements
- Understanding Service Offerings
- Defining Service Management
- The Role of Service Offerings and Agreements in ITIL®
- Key Components of Service Level Management
Chapter 2: The Service Portfolio Management Process
- Overview of the Service Portfolio
- Service Pipeline, Service Catalogue, and Retired Services
- Managing the Service Portfolio
- Service Portfolio Lifecycle
Chapter 3: Service Level Management (SLM)
- Defining Service Levels and Service Level Agreements (SLAs)
- SLM and Its Relationship to the Business
- Service Level Agreement (SLA) Development and Management
- Operational Level Agreements (OLAs) and Underpinning Contracts (UCs)
Chapter 4: Financial Management for IT Services
- Understanding Financial Management in ITIL®
- Budgeting, Accounting, and Charging
- Costing Services and Budgeting for Services
- IT Financial Management and Decision Making
Chapter 5: Capacity and Availability Management
- The Role of Capacity Management
- Availability Management and Its Importance in Service Delivery
- Designing for Capacity and Availability
- Ensuring Services Are Delivered to the Right Capacity and Availability
Chapter 6: IT Service Continuity Management (ITSCM)
- Ensuring IT Service Continuity
- Disaster Recovery Planning and Business Continuity
- ITSCM as Part of Service Offerings and Agreements
- Developing a Service Continuity Plan
Chapter 7: Supplier Management
- Defining Supplier Management in ITIL®
- Managing Relationships with External and Internal Suppliers
- Supplier Agreements and Monitoring Supplier Performance
- Risk Management and Contract Governance
Chapter 8: Managing Agreements and Performance
- Monitoring and Reviewing SLAs, UCs, and OLAs
- Service Reporting and Performance Reviews
- Continuous Improvement and Managing Change in Agreements
Chapter 9: Service Catalog Management
- The Role of the Service Catalog in Service Delivery
- Developing and Managing the Service Catalog
- Service Catalog Design Best Practices
- Managing and Communicating Service Information
Chapter 10: Implementation and Continual Service Improvement (CSI)
- Implementing Service Offerings and Agreements
- Continual Service Improvement for Service Management Processes
- Measuring Service Performance and Implementing Feedback Loops
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Richard Griffiths,Service Offerings,Agreements,ITIL exam candidates