Overview

The first edition of this book and its accompanying eLearning course is regarded as a classic in its field. Now, in an expanded and updated version of The Art of Service's book, the authors once again present a step-by-step guide to getting into ITIL V3 SOA.

The industry recognized best practices for Service Offerings and Agreements (SOA) can be utilized by any IT organization to assist in the development and management of high quality IT services while still maintaining cost effectiveness and customer satisfaction. To support organizations and individuals in this goal, this workbook covers practical guidance on the design and implementation of integrated end-to-end processes based on proven industry best practice guidelines.

It provides in-depth knowledge of the ITIL SOA areas: Service Portfolio, Financial, Demand, Service Catalogue, Service Level and Supplier Management.

Service Offerings and Agreements Best Practices is designed to complement the certified ITIL V3 Capability Programs for IT Service Management. This book focuses on describing the industry best practices within this scope, including:

- Service Portfolio Management: Which seeks to provide capabilities for managing investments into IT and maximizing them for value.

- Financial Management: Providing transparency into the costs incurred in the provision of services and the development of funding models for recovering IT costs.

- Demand Management: To assist in identifying and understanding patterns of business activity that generate demand for IT services and to reduce excess capacity needs.

- Service Catalogue Management: To provide mechanisms by which the available service offerings are communicated and understood by customers and the IT organization.

- Service Level Management: Which ensures that a service-oriented approach is taken in the development of service offerings and their associated agreements with customers.

- Supplier Management: To ensure that a seamless level of quality is provided for IT services and that value for money is obtained in any supplier arrangements.

The information provided in this workbook is based on version 3 of the ITIL framework, predominantly focusing on the volumes of Service Strategy and Service Design. This book is designed to complement the accredited online learning materials, and is an extension of the learner experience to ensure students can successfully study in accordance to their individual learning style.

Other guidance provided includes:

- Suggested templates and criteria for implementing Service Offerings and Agreements (SOA) processes.

- Explanation of the more abstract ITIL concepts to improve understanding.

- Review questions to assist in the understanding of the various SOA concepts.

Considering the increasing number of IT Professionals and their Organizations who want to be actively involved in IT Service Management, this book, should do at least as well as the first edition, which is a bestseller.

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9781742441764

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