Detailed Course Outline
Introduction
- The context in the service lifecycle of the SOA processes
- Strategy management for IT services
- Design coordination
Principles
- Service Management as a Practice
- What is Service?
- Service Management and Business Value
- Processes in the Service Lifecycle
Processes
- Service Portfolio Management
- Service Catalogue Management
- Service Level Management
- Demand Management
- Financial Management forIT Services
- Business Relationship Management
- Supplier Management
Technology
- Technology and Tooling
- Good Practice
- Challenges, CSFs and Risks
Organisation
- The Role of Business Relationship Managers
- Service Offerings and Agreement Roles and Responsibilities
- Common Service Activities
- Continual Service Improvement