ITILSC-SOA: ITIL Service Capability Service Offerings and Agreements

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

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

20s 1. Introduction 27s 2. Lesson: Service Portfolio Management 1m 25s 3. Purpose, Goals & Objectives 1m 21s 4. Scope 34s 5. Value to the Business 2m 50s 6. Concepts 1m 55s 7. Service Portfolio 1m 40s 8. Service Portfolio & CMS 1m 6s 9. Other Portfolios 2m 22s 10. Designing the Service Portfolio 16s 11. Service Portfolio Methods 42s 12. SPM Initiation 2m 26s 13. Define 2m 30s 14. Option Space Tool 57s 15. Analyze 58s 16. Approve 1m 3s 17. Charter 1m 9s 18. Retiring Services 1m 15s 19. Triggers, Inputs & Outputs 2m 13s 20. Relationships 1m 4s 21. Information 2m 45s 22. Critical Success Factors 2m 37s 23. Challenges & Risks 1m 26s 24. Summary 32s 25. Lesson: Service Catalog Management 2m 33s 26. Service Catalog Views 50s 27. Activities 1m 19s 28. Agree & Document Service Definition 1m 14s 29. Interace with Service Portfolio Management 1m 9s 30. Produce & Maintain Service Catalog 53s 31. Interfacing 1m 39s 32. Service Catalog Example 27s 33. Lesson: Service Level Management 56s 34. Activities of Service Level Management 3m 35s 35. Activities of Service Level Management Process 1m 42s 36. SLA Frameworks 3m 14s 37. SLRs & SLAs 1m 38. Improving Customer Satisfaction 54s 39. Managing Underpinning Agreements 1m 6s 40. Service Reporting 1m 24s 41. Service Improvement Plan (SIP) 1m 9s 42. Service Reviews 39s 43. Managing & Revising SLAs & UCs 1m 34s 44. Contacts & Relationships 34s 45. Feedback 1m 20s 46. SLA Components 1m 17s 47. OLA Components 2m 38s 48. Service Level Management Relationships 1m 18s 49. Service Level Management Summary 30s 50. Lesson: Demand Management 1m 20s 51. Activity-Based Demand Management 1m 41s 52. Business Activity-Patterns 1m 37s 53. Patterns of Business Activity 1m 26s 54. User Profile 2m 44s 55. Matching UP to PBA 1m 59s 56. Demand Modeling 1m 29s 57. Managing Demand 2m 27s 58. Service Packages 44s 59. Lesson: Supplier Management 1m 22s 60. Evaluate New Suppliers & Contracts 1m 14s 61. Supplier Evaluation 1m 19s 62. Contract Evaluation 58s 63. Categorize Suppliers & Maintain SCMIS 2m 6s 64. Supplier Categorization Matrix 1m 8s 65. Establish New Suppliers & Contracts 1m 2s 66. Manage Supplier & Contract Performance 1m 57s 67. Renew/Terminate Contracts 1m 54s 68. CSFs 59s 69. Supplier Management Summary 25s 70. Lesson: Financial Management 3m 41s 71. Financial Management Activities Overview 50s 72. Process Activities 1m 59s 73. Accounting 1m 24s 74. Accounting Activities 1m 20s 75. Cost Models 1m 7s 76. Cost Centers & Cost Units 1m 35s 77. Cost Types & Elements 2m 28s 78. Cost Allocation 44s 79. Chart of Accounts 1m 34s 80. Analysis & Reporting 1m 10s 81. Action Plans 57s 82. Budgeting 34s 83. Budgeting Activities 1m 42s 84. Charging Activity 2m 54s 85. Charging Policies 50s 86. Chargeable Items 2m 12s 87. Pricing 48s 88. Billing 49s 89. Financial Management Cycles 1m 51s 90. Return on Investment 39s 91. Lesson: Business Relationship Management 2m 8s 92. Purpose Goals & Objectives 1m 33s 93. Business Value 2m 5s 94. Policies, Principles & Concepts 11s 95. Process Initiation 32s 96. Customer 1m 4s 97. Service Provider 1m 41s 98. BRM the Lifecycle & Tools 51s 99. Service Strategy 32s 100. Service Design 42s 101. Service Transition 40s 102. Service Operation 46s 103. Continual Service Improvement 1m 10s 104. Business Relationship Management Summary 9s 105. Lesson: SOA Processes Summary 2m 31s 106. Service Operation Process Summary 8s 107. Checkpoint 1m 49s 108. Chapter 03 Review

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