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

About the Author

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.

Reviews

This is an excellent book for prospective candidates taking the Intermediate SOA examination.--Peter Wheatcroft FBCS CITP