ITIL® INTERMEDIATE LEVEL - SERVICE OFFERINGS & AGREEMENTS (SOA) TRAINING & EXAM PACKAGE

Service Portfolio Management – capturing user needs and defining services to match. Service Catalogue Management – tracking and publicising services on offer to users and stakeholders. Service Level Management – negotiating and defining service level agreements, and assigning roles and responsibilities to ensure they are maintained. Demand Management – monitoring service usage and assigning resources as and when required to maintain SLAs. Supplier Management – Integrating third parties into service provision and defining processes that maintain SLAs and service quality. Financial Management for IT services – defining the business value of formalised IT operations, and using insights gained for better budgeting. Business Relationship Management – collecting service user feedback and resolving complaints to raise satisfaction levels. SOA Roles and Responsibilities – defining the human resources required to deliver services, and assigning roles and duties to maintain standards. Technology and Implementation Considerations – Specifying and implementing the technologies required to assist with service provision.