LEARNING UNITS

1. Introduction to service offerings & agreements
   • The context in the service lifecycle of the SOA processes from the service strategy stage
   • Understand the reliance of these processes (service portfolio management, demand management, financial management for IT services and business relationship management) on the existence of a strategy. Understand the purpose and objectives, scope and value to business of the strategy management for IT services process
   • The context in the service lifecycle of the SOA processes from the service design stage (service catalogue management, service level management, supplier management)
   • How successful services depend on the customer’s perception of utility and warranty and the relevance to the SOA processes
   • Understanding how the SOA processes are the starting point for understanding and identifying customer requirements
   • Return on investment (ROI) and the business case and the relevance to the SOA processes
2. Service portfolio management
   • Introduction to the service portfolio and its relationship to the service pipeline and service catalogue
   • The purpose and objectives of service portfolio management
   • The scope of service portfolio management
   • The value to the business of service portfolio management
   • Policies, principles and basic concepts
   • Process activities, methods and techniques
   • Triggers, inputs, outputs and interfaces
   • Information management
   • Critical success factors and key performance indicators
   • Challenges and risks
   • Designing the service portfolio
3. Service catalogue management
   • The importance of the service catalogue to the service lifecycle and its interface to the service portfolio
   • The purpose and objectives of service catalogue management
   • The scope of service catalogue management
   • The value to the business of service catalogue management
   • Policies, principles and basic concepts
   • Process activities, methods and techniques
   • Triggers, inputs, outputs and interfaces
   • Information management
   • Critical success factors and key performance indicators associated with the process
   • Challenges and risks associated with the process
   • Production of a service catalogue
4. Service level management
   • The importance of SLM to the service lifecycle
   • The purpose and objectives of SLM
   • The scope of SLM
   • The value to the business of SLM
   • Process activities, methods and techniques of SLM and how it relates to the service lifecycle.
   • Triggers, inputs, outputs and interfaces
   • Information management
   • Critical success factors and key performance indicators associated with the process
   • Challenges and risks associated with the process
   • The content of SLAs and OLAS
5. Demand management
   • The importance of demand management to managing services throughout the service lifecycle
   • The purpose and objectives of demand management
   • The scope of demand management
   • The value to the business of demand management
   • Policies, principles and basic concepts
   • Process activities, methods and techniques
   • Triggers, inputs, outputs and interfaces
   • Information management
   • Critical success factors and key performance indicators
   • Challenges and risks
6. Supplier management
   • The purpose and objectives of supplier management
   • The scope of supplier management
   • The value to the business of supplier management
   • The principles and basic concepts
   • Process activities, methods and techniques
   • Triggers, inputs, outputs and interfaces
   • Information management
   • Critical success factors and key performance indicators
   • Challenges and risks
7. Financial management for IT services
   • The importance of the process to the service lifecycle
   • The purpose and objectives of financial management for IT services
   • The scope of financial management for IT services
   • The value to the business of financial management for IT services
   • Policies, principles and basic concepts
   • Process activities, methods and techniques
   • Triggers, inputs, outputs and interfaces
   • Information management
   • Critical success factors and key performance indicators
   • Challenges and risks
8. Business relationship management
   • The purpose and objectives of BRM
   • The scope of BRM
   • The value to the business of BRM
   • Policies, principles and basic concepts
   • Process activities, methods and techniques
   • Triggers, inputs, outputs and interfaces
   • Information management
   • Critical success factors and key performance indicators
   • Challenges and risks
9. SOA roles and responsibilities
   • Key roles and responsibilities of service portfolio management
   • Key roles and responsibilities of service catalogue management
   • Key roles and responsibilities of SLM
   • Key roles and responsibilities of demand management
   • Key roles and responsibilities of supplier management
   • Key roles and responsibilities of financial management for IT services
   • Key roles and responsibilities of BRM
10. Technology and implementation consideration
    • The generic requirements for technology to assist service design
    • The evaluation criteria for technology and tooling for process implementation
    • The good practices for practice and process implementation
    • The challenges, critical success factors and risks related to implementing practices and processes
    • How to plan and implement service management technologies
11. Summary and directed studies
    • Review of key concepts
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