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Service Offerings and Agreements Richard Griffiths

Service Offerings and Agreements By Richard Griffiths

Service Offerings and Agreements by Richard Griffiths

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Summary

By implementing good practice in service offerings and agreements, IT departments can achieve customer satisfaction. Providing clarification and expansion of the core ITIL (R) texts, this new edition reflects the current thinking from ITIL and is aligned to the latest syllabus for the Intermediate Certificate in Service Offerings and Agreements.

Service Offerings and Agreements Summary

Service Offerings and Agreements: A guide for ITIL (R) exam candidates by Richard Griffiths

By implementing good practice in service offerings and agreements, IT departments can achieve high levels of customer satisfaction. An intermediate level guide for exam candidates and IT departments, this book provides clarification and expansion of the core ITIL (R) texts. This new edition reflects the current thinking from ITIL and is aligned to the latest syllabus for the Intermediate Certificate in Service Offerings and Agreements. An ITIL licensed product.

About Richard Griffiths

Richard has worked as practitioner, trainer and consultant in all aspects of ITIL for a number of large and small organisations worldwide. He has been a question compiler and examiner at all levels for 14 years and uses the knowledge gained through training many courses to tailor his writing to the audience of potential candidates. Richard specialises in helping organisations adopt and adapt ITIL, enabling them to standardise processes and become more business-aligned

Table of Contents

Preface

SECTION 1: INTRODUCTION

1. The concept of service management as a practice

2. The concept of service, its value proposition and composition

3. The functions and processes across the lifecycle

4. The role of processes in the service lifecycle

5. How service management creates business value

6. How service offerings and agreements support the service lifecycle

SECTION 2: THE SOA PROCESSES AND FUNCTIONS

7. Service portfolio management

8. Service catalogue management

9. Service level management

10. Demand management

11. Supplier management

12. Financial management

13. Business relationship management

14. SOA roles and responsibilities

15. Technology and implementation considerations

16. Common service activities

SECTION 3: PASSING THE SOA EXAMINATION

17. The scope of the exam and qualification

18. Training

19. The format of the examination

APPENDICES

A1 SERVICE OFFERINGS AND AGREEMENTS SYLLABUS 203

A2 SAMPLE QUESTIONS 211

A3 THE GENERIC USE OF METRICS TO CHECK AND IMPROVE EFFICIENCY AND EFFECTIVENESS

A4 GENERIC CHALLENGES, CRITICAL SUCCESS FACTORS AND RISKS 228

Additional information

GOR009473210
9781780171920
1780171927
Service Offerings and Agreements: A guide for ITIL (R) exam candidates by Richard Griffiths
Richard Griffiths
Used - Very Good
Paperback
BCS Learning & Development Limited
20140424
235
N/A
Book picture is for illustrative purposes only, actual binding, cover or edition may vary.
This is a used book - there is no escaping the fact it has been read by someone else and it will show signs of wear and previous use. Overall we expect it to be in very good condition, but if you are not entirely satisfied please get in touch with us

Customer Reviews - Service Offerings and Agreements