by Integrity Training | Publisher: Stone River eLearning | Release Date: April 2019 | ISBN: 300000006A0181

The ITIL® Service Offerings and Agreements (SOA) course builds further to the learnt concepts in the ITIL® Foundation course. This course enables the candidates to introduce Service Portfolio Management, Service Catalogue Management, Service Level Management, Demand Management, Supplier Management, Financial Management and Business Relationship Management as integral parts of their organization’s overall Services Framework. The ITIL® Service Offerings and Agreements course will focus on the practical aspects of the ITIL service lifecycle and processes associated with service offerings and agreements as they relate to services and service delivery. The course covers the operational-level process activities and supporting methods and enables the students to execute these processes in their organizations. The course requires that the students possess a valid ITIL® Foundation Certification or have taken the ITIL® Foundation course. Additionally, two to four years of relevant work experience is also recommended. All ITIL® courses are offered by CareerAcademy.com AFFILIATE of AXELOS Limited. ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

1. Introduction
   • Course Introduction 00:01:32
   • Instructor Introduction 00:01:36
2. Course Introduction
   • Lesson: Course Organization 00:00:32
   • Introduction 00:00:22
   • Welcome to the Course! 00:00:34
   • Mentoring Community Introductions 00:00:46
   • Why Are You Here? 00:00:48
   • Using Bloom's Taxonomy 00:01:10
   • What Do You Expect? 00:00:37
   • Housekeeping Online 00:01:04
   • Lesson: Course Conventions & Agenda 00:00:08
   • Conventions Used 00:00:54
   • Quizzes & Exercises 00:00:44
   • ITIL Qualification Scheme 00:00:48
   • ITIL Capability Exam 00:01:23
   • Getting Started with an Online Class 00:02:26
   • Section Review 00:00:24
3. Service Offerings & Agreements
   • Introduction 00:00:25
   • Lesson: Introduction to Service Offerings & Agreements 00:00:48
   • Introduction 00:01:27
   • Objective 00:02:04
   • Scope 00:00:52
   • Value to the Business 00:01:09
   • Concepts 00:01:39
   • Lesson: Service Offerings & Agreements Principles 00:00:27
   • SOA Context 00:03:24
   • Service Portfolio 00:02:32
   • Service Pipeline 00:01:40
   • Service Catalog 00:01:55
   • SOA & Design Coordination Overview 00:01:27
   • SD & SLM 00:01:43
   • SOA & Value 00:00:16
   • Value of a Service 00:01:22
   • Creating Service Value 00:00:55
   • Perception of Value 00:01:45
   • Framing Service Value 00:01:45
   • Supplier Management 00:01:23
   • Lesson: Service Offerings & Agreements Context 00:00:28
   • Relationships 00:01:22
   • Information 00:01:14
   • Metrics & Measures 00:00:33
   • Challenges 00:01:39
   • SOA Processes 00:02:37
   • Lesson: Service Offerings & Agreements Summary 00:00:12
   • SOA Summary 00:01:44
   • Checkpoint 00:00:11
   • Section Review 00:01:42
4. SOA Processes
   • Introduction 00:00:20
   • Lesson: Service Portfolio Management 00:00:28
   • Introduction 00:01:02
   • Purpose, Goals & Objectives 00:01:25
   • Scope 00:01:22
   • Value to the Business 00:00:34
   • Concepts 00:02:51
   • Service Portfolio 00:01:55
   • Service Portfolio & CMS 00:01:40
   • Other Portfolios 00:01:06
   • Designing the Service Portfolio 00:02:23
   • Service Portfolio Methods 00:00:16
   • SPM Initiation 00:00:43
   • Define 00:02:27
   • Option Space Tool 00:02:30
   • Analyze 00:00:57
   • Approve 00:00:58
   • Charter 00:01:03
   • Retiring Services 00:01:09
   • Triggers, Inputs & Outputs 00:01:15
   • Relationships 00:02:14
   • Information 00:01:04
   • Critical Success Factors 00:02:46
   • Challenges & Risks 00:02:37
   • Summary 00:01:26
   • Lesson: Service Catalog Management 00:00:32
   • Introduction 00:01:28
   • Purpose, Goals & Objectives 00:00:43
   • Scope 00:00:57
   • Value to the Business 00:01:07
   • Concepts 00:02:14
   • Service Catalog Views 00:02:33
   • Activities 00:00:51
   • Agree & Document Service Definition 00:01:20
   • Interface with Service Portfolio Management 00:01:14
   • Produce & Maintain Service Catalog 00:01:09
   • Interfacing 00:00:54
   • Service Catalog Example 00:01:40
   • Triggers, Inputs & Outputs 00:01:08
   • Relationships 00:01:36
   • Information 00:01:14
   • Critical Success Factors 00:01:38
   • Challenges & Risks 00:03:18
   • Summary 00:00:48
   • Lesson: Service Level Management 00:00:28
   • Introduction 00:01:23
   • Purpose, Goals & Objectives 00:01:30
   • Scope 00:01:48
   • Value to the Business 00:01:02
   • Concepts 00:01:48
   • Activities of Service Level Management 00:00:56
   • Activities of Service Level Management Process 00:03:35
   • SLA Frameworks 00:01:43
   • SLRs & SLAs 00:03:14
   • Improving Customer Satisfaction 00:01:00
   • Managing Underpinning Agreements 00:00:55
   • Service Reporting 00:01:06
   • Service Improvement Plan (SIP) 00:01:25
   • Service Reviews 00:01:10
   • Managing & Revising SLAs & UCs 00:00:39
   • Contacts & Relationships 00:01:34
   • Feedback 00:00:34
   • SLA Components 00:01:20
   • OLA Components 00:01:17
   • Triggers, Inputs & Outputs 00:01:46
   • Service Level Management Relationships 00:02:38
   • Information 00:00:33
   • Critical Success Factors 00:01:18
   • Challenges & Risks 00:02:39
   • Service Level Management Summary 00:01:18
   • Lesson: Demand Management 00:00:30
   • Introduction 00:01:06
   • Purpose, Goals & Objectives 00:02:36
   • Scope 00:02:03
   • Value to the Business 00:02:20
   • Concepts 00:01:07
   • Activity-Based Demand Management 00:01:21
   • Business Activity-Patterns 00:01:42
   • Patterns of Business Activity 00:01:38
   • User Profile 00:01:27
   • Matching UP to PBA 00:02:44
   • Demand Modeling 00:01:59
   • Managing Demand 00:01:29
   • Service Packages 00:02:28
   • Triggers, Inputs & Outputs 00:01:44
   • Relationships 00:02:00
   • Information 00:01:26
   • Critical Success Factors 00:02:46
   • Challenges & Risks 00:01:48
   • Summary 00:02:11
   • Lesson: Supplier Management 00:00:44
   • Introduction 00:00:48
   • Purpose, Goals & Objectives 00:01:46
   • Scope 00:01:13
   • Value to the Business 00:01:18
   • Concepts 00:01:23
   • Activities 00:00:31
   • Evaluate New Suppliers & Contracts 00:01:22
   • Supplier Evaluation 00:01:14
   • Contract Evaluation 00:01:20
   • Categorize Suppliers & Maintain SCMIS 00:00:58
   • Supplier Categorization Matrix 00:02:06
   • Establish New Suppliers & Contracts 00:01:08
   • Manage Supplier & Contract Performance 00:01:02
   • Renew/Terminate Contracts 00:01:57
   • Triggers, Inputs & Outputs 00:01:40
   • Relationships 00:01:41
   • Information 00:00:56
   • CSFs 00:01:54
   • Challenges & Risks 00:02:46
   • Supplier Management Summary 00:00:59
   • Lesson: Financial Management 00:00:26
   • Introduction 00:00:49
   • Purpose, Goals & Objectives 00:01:52
   • Scope 00:01:01
   • Value to the Business 00:00:52
   • Concepts 00:03:42
   • Financial Management Activities Overview 00:03:41
   • Process Activities 00:00:50
   • Accounting 00:02:00
   • Accounting Activities 00:01:24
   • Cost Models 00:01:20
   • Cost Centers & Cost Units 00:01:08
   • Cost Types & Elements 00:01:35
   • Cost Allocation 00:02:29
   • Chart of Accounts 00:00:45
   • Analysis & Reporting 00:01:35
   • Action Plans 00:01:10
   • Budgeting 00:00:58
   • Budgeting Activities 00:00:34
   • Charging Activity 00:01:43
   • Charging Policies 00:02:55
   • Chargeable Items 00:00:50
   • Pricing 00:02:12
   • Billing 00:00:49
   • Financial Management Cycles 00:00:50
   • Return on Investment 00:01:52
   • Triggers, Inputs & Outputs 00:01:50
   • Relationships 00:01:14
   • Information 00:01:06
   • Critical Success Factors 00:01:55
   • Challenges & Risks 00:02:52
   • Summary 00:01:08
   • Lesson: Business Relationship Management 00:00:39
   • Introduction 00:00:52
   • Purpose Goals & Objectives 00:02:09
   • Scope 00:01:43
   • Business Value 00:01:33
   • Policies, Principles & Concepts 00:02:05
   • Process Initiation 00:00:11
   • Customer 00:00:32
   • Service Provider 00:01:04
   • Triggers, Inputs & Outputs 00:01:53
   • Relationships 00:00:21
   • BRM the Lifecycle & Tools 00:01:41
   • Service Strategy 00:00:52
   • Service Design 00:00:33
   • Service Transition 00:00:43
   • Service Operation 00:00:40
   • Continual Service Improvement 00:00:47
   • Critical Success Factors 00:02:31
   • Challenges & Risks 00:02:40
   • Business Relationship Management Summary 00:01:10
   • Lesson: SOA Processes Summary 00:00:09
   • Service Operation Process Summary 00:02:32
   • Checkpoint 00:00:08
   • Section Review 00:01:49
5. Organizing, Technology & Implementation
   • Introduction 00:00:37
   • Lesson: Organizing for SOA 00:00:27
   • Who Does What to Whom? 00:00:39
   • The RACI Model 00:02:30
   • Functional Roles Analysis 00:01:28
   • Activity Analysis 00:01:50
   • Generic Roles & Responsibilities 00:00:22
   • Service Owner 00:00:54
   • Process Owner 00:01:16
   • Process Manager 00:00:52
   • Process Practitioner 00:00:47
   • SOA Roles & Responsibilities 00:00:21
   • Service Portfolio Management 00:01:06
   • Service Catalog Management 00:00:41
   • Service Level Management 00:01:01
   • Demand Management 00:00:53
   • Supplier Management 00:01:13
   • Financial Management 00:00:56
   • Business Relationship Management 00:01:01
   • Lesson: SOA Technology & Implementation 00:00:24
   • Technology & Implementation Considerations 00:00:51
   • Service Design – Technology & Design 00:01:08
   • Service Operation – Technology Considerations 00:01:49
   • Technology Implementation 00:00:22
   • Planning & Implementing Technology 00:00:54
   • Designing Technology Architectures 00:02:07
   • Implementation Considerations 00:01:08
   • Implementation Challenges, CSFs & Risks 00:01:09
   • Challenges 00:03:02
   • Risks 00:02:16
   • CSFs 00:01:37
   • Lesson: Organizing, Technology & Implementation Summary 00:00:16
   • Summary 00:01:17
   • Checkpoint 00:00:10
   • Section Review 00:00:54
   • Course Closure 00:01:55



300000006A0181.ITIL.Service.Offerings.and.Agreements.SOA.part1.OR.rar

300000006A0181.ITIL.Service.Offerings.and.Agreements.SOA.part2.OR.rar