ITILSC-SOA: ITIL Service Capability Service Offerings and Agreements

Curriculum For This Course

Course Introduction

1Lectures

Time 00:01:31

Chapter 01 - Course Introduction

13Lectures

Time 00:09:23

Chapter 02 - Service Offerings & Agreements

30Lectures

Time 00:40:27

Chapter 03 - SOA Processes

167Lectures

Time 04:04:20

Chapter 04 - Organizing, Technology & Implementation

35Lectures

Time 00:38:08

Course Introduction
	1. Course Introduction	01:31

Chapter 01 - Course Introduction
	1. Lesson: Course Organization	00:32
	2. Introduction	00:22
	3. Welcome to the Course!	00:33
	4. Why Are You Here?	00:47
	5. Using Bloom's Taxonomy	01:10
	6. What Do You Expect?	00:37
	7. Housekeeping Online	01:03
	8. Lesson: Course Conventions & Agenda	00:08
	9. Conventions Used	00:54
	10. Quizzes & Exercises	00:44
	11. ITIL Qualification Scheme	00:47
	12. ITIL Capability Exam	01:23
	13. Chapter 01 Review	00:23

Chapter 02 - Service Offerings & Agreements
	1. Introduction	00:24
	2. Lesson: Introduction to Service Offerings & Agreements	00:47
	3. Introduction	01:27
	4. Objective	02:04
	5. Scope	00:51
	6. Value to the Business	01:08
	7. Concepts	01:39
	8. Lesson: Service Offerings & Agreements Principles	00:27
	9. SOA Context	03:23
	10. Service Portfolio	02:31
	11. Service Pipeline	01:40
	12. Service Catalog	01:55
	13. SOA & Design Coordination Overview	01:26
	14. SD & SLM	01:43
	15. SOA & Value	00:15
	16. Value of a Service	01:22
	17. Creating Service Value	00:55
	18. Perception of Value	01:45
	19. Framing Service Value	01:45
	20. Supplier Management	01:23
	21. Lesson: Service Offerings & Agreements Context	00:28
	22. Relationships	01:22
	23. Information	01:13
	24. Metrics & Measures	00:33
	25. Challenges	01:38
	26. SOA Processes	02:37
	27. Lesson: Service Offerings & Agreements Summary	00:12
	28. SOA Summary	01:43
	29. Checkpoint	00:10
	30. Chapter 02 Review	01:42

Chapter 03 - SOA Processes
	1. Introduction	00:20
	2. Lesson: Service Portfolio Management	00:27
	3. Introduction	01:02
	4. Purpose, Goals & Objectives	01:25
	5. Scope	01:21
	6. Value to the Business	00:34
	7. Concepts	02:50
	8. Service Portfolio	01:55
	9. Service Portfolio & CMS	01:40
	10. Other Portfolios	01:06
	11. Designing the Service Portfolio	02:22
	12. Service Portfolio Methods	00:16
	13. SPM Initiation	00:42
	14. Define	02:26
	15. Option Space Tool	02:30
	16. Analyze	00:57
	17. Approve	00:58
	18. Charter	01:03
	19. Retiring Services	01:09
	20. Triggers, Inputs & Outputs	01:15
	21. Relationships	02:13
	22. Information	01:04
	23. Critical Success Factors	02:45
	24. Challenges & Risks	02:37
	25. Summary	01:26
	26. Lesson: Service Catalog Management	00:32
	27. Introduction	01:28
	28. Purpose, Goals & Objectives	00:43
	29. Scope	00:56
	30. Value to the Business	01:07
	31. Concepts	02:14
	32. Service Catalog Views	02:33
	33. Activities	00:50
	34. Agree & Document Service Definition	01:19
	35. Interace with Service Portfolio Management	01:14
	36. Produce & Maintain Service Catalog	01:09
	37. Interfacing	00:53
	38. Service Catalog Example	01:39
	39. Triggers, Inputs & Outputs	01:08
	40. Relationships	01:36
	41. Information	01:14
	42. Critical Success Factors	01:38
	43. Challenges & Risks	03:18
	44. Summary	00:48
	45. Lesson: Service Level Management	00:27
	46. Introduction	01:22
	47. Purpose, Goals & Objectives	01:29
	48. Scope	01:48
	49. Value to the Business	01:02
	50. Concepts	01:48
	51. Activities of Service Level Management	00:56
	52. Activities of Service Level Management Process	03:35
	53. SLA Frameworks	01:42
	54. SLRs & SLAs	03:14
	55. Improving Customer Satisfaction	01:00
	56. Managing Underpinning Agreements	00:54
	57. Service Reporting	01:06
	58. Service Improvement Plan (SIP)	01:24
	59. Service Reviews	01:09
	60. Managing & Revising SLAs & UCs	00:39
	61. Contacts & Relationships	01:34
	62. Feedback	00:34
	63. SLA Components	01:20
	64. OLA Components	01:17
	65. Triggers, Inputs & Outputs	01:46
	66. Service Level Management Relationships	02:38
	67. Information	00:32
	68. Critical Success Factors	01:18
	69. Challenges & Risks	02:39
	70. Service Level Management Summary	01:18
	71. Lesson: Demand Management	00:30
	72. Introduction	01:06
	73. Purpose, Goals & Objectives	02:35
	74. Scope	02:02
	75. Value to the Business	02:20
	76. Concepts	01:07
	77. Activity-Based Demand Management	01:20
	78. Business Activity-Patterns	01:41
	79. Patterns of Business Activity	01:37
	80. User Profile	01:26
	81. Matching UP to PBA	02:44
	82. Demand Modeling	01:59
	83. Managing Demand	01:29
	84. Service Packages	02:27
	85. Triggers, Inputs & Outputs	01:44
	86. Relationships	02:00
	87. Information	01:26
	88. Critical Success Factors	02:46
	89. Challenges & Risks	01:48
	90. Summary	02:11
	91. Lesson: Supplier Management	00:44
	92. Introduction	00:48
	93. Purpose, Goals & Objectives	01:46
	94. Scope	01:12
	95. Value to the Business	01:17
	96. Concepts	01:23
	97. Activities	00:31
	98. Evaluate New Suppliers & Contracts	01:22
	99. Supplier Evaluation	01:14
	100. Contract Evaluation	01:19
	101. Categorize Suppliers & Maintain SCMIS	00:58
	102. Supplier Categorization Matrix	02:06
	103. Establish New Suppliers & Contracts	01:08
	104. Manage Supplier & Contract Performance	01:02
	105. Renew/Terminate Contracts	01:57
	106. Triggers, Inputs & Outputs	01:39
	107. Relationships	01:41
	108. Information	00:56
	109. CSFs	01:54
	110. Challenges & Risks	02:46
	111. Supplier Management Summary	00:59
	112. Lesson: Financial Management	00:25
	113. Introduction	00:49
	114. Purpose, Goals & Objectives	01:52
	115. Scope	01:01
	116. Value to the Business	00:51
	117. Concepts	03:42
	118. Financial Management Activities Overview	03:41
	119. Process Activities	00:50
	120. Accounting	01:59
	121. Accounting Activities	01:24
	122. Cost Models	01:20
	123. Cost Centers & Cost Units	01:07
	124. Cost Types & Elements	01:35
	125. Cost Allocation	02:28
	126. Chart of Accounts	00:44
	127. Analysis & Reporting	01:34
	128. Action Plans	01:10
	129. Budgeting	00:57
	130. Budgeting Activities	00:34
	131. Charging Activity	01:42
	132. Charging Policies	02:54
	133. Chargeable Items	00:50
	134. Pricing	02:12
	135. Billing	00:48
	136. Financial Management Cycles	00:49
	137. Return on Investment	01:51
	138. Triggers, Inputs & Outputs	01:50
	139. Relationships	01:14
	140. Information	01:06
	141. Critical Success Factors	01:55
	142. Challenges & Risks	02:51
	143. Summary	01:07
	144. Lesson: Business Relationship Management	00:39
	145. Introduction	00:52
	146. Purpose Goals & Objectives	02:08
	147. Scope	01:42
	148. Business Value	01:33
	149. Policies, Principles & Concepts	02:05
	150. Process Initiation	00:11
	151. Customer	00:32
	152. Service Provider	01:04
	153. Triggers, Inputs & Outputs	01:52
	154. Relationships	00:20
	155. BRM the Lifecycle & Tools	01:41
	156. Service Strategy	00:51
	157. Service Design	00:32
	158. Service Transition	00:42
	159. Service Operation	00:40
	160. Continual Service Improvement	00:46
	161. Critical Success Factors	02:31
	162. Challenges & Risks	02:40
	163. Business Relationship Management Summary	01:10
	164. Lesson: SOA Processes Summary	00:09
	165. Service Operation Process Summary	02:31
	166. Checkpoint	00:08
	167. Chapter 03 Review	01:49

Chapter 04 - Organizing, Technology & Implementation
	1. Introduction	00:37
	2. Lesson: Organizing for SOA	00:27
	3. Who Does What to Whom?	00:39
	4. The RACI Model	02:30
	5. Functional Roles Analysis	01:28
	6. Activity Analysis	01:50
	7. Generic Roles & Responsibilities	00:22
	8. Service Owner	00:53
	9. Process Owner	01:16
	10. Process Manager	00:52
	11. Process Practitioner	00:47
	12. SOA Roles & Responsibilities	00:20
	13. Service Portfolio Management	01:06
	14. Service Catalog Management	00:41
	15. Service Level Management	01:01
	16. Demand Management	00:53
	17. Supplier Management	01:13
	18. Financial Management	00:56
	19. Business Relationship Management	01:01
	20. Lesson: SOA Technology & Implementation	00:24
	21. Technology & Implementation Considerations	00:50
	22. Service Design – Technology & Design	01:08
	23. Service Operation – Technology Considerations	01:49
	24. Technology Implementation	00:22
	25. Planning & Implementing Technology	00:54
	26. Designing Technology Architectures	02:06
	27. Implementation Considerations	01:08
	28. Implementation Challenges, CSFs & Risks	01:08
	29. Challenges	03:02
	30. Risks	02:16
	31. CSFs	01:37
	32. Lesson: Organizing, Technology & Implementation Summary	00:15
	33. Summary	01:16
	34. Checkpoint	00:10
	35. Chapter 04 Review	00:54

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