ITIL: Service Offerings & Agreements Course 02 Service ... · pts ices ± t ± ns ± e cts ± ted...

ITIL: Service Offerings & Agreements

Course 02 – Service Offerings & Agreements

Service Offerings & Agreements

Topics Covered

Learning Objectives

Terms-to-Know

Introduction

Principles

Context

Summary

Checkpoint

Cours

e

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Introduction to Service Offerings & Agreements

Topic

Topics Discussed

Introduction

Objectives

Scope

Value

Concepts

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Introduction

Improve

Strategy Design

Operation Transition

• Strategy Management • Service Portfolio Management• Financial Management• Demand Management• Business Relationship Management

• Design Coordination• Service Catalog Management• Service Level Management• Availability Management• Capacity Management• Continuity Management• Security Management• Supplier Management

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Objective

• Formulation & documentation

– Service offerings

• Current

• Future

– Provide business & technical viewpoint of services

• Allocation & management of supporting resources

– Enable appropriate service strategies

– Create service level structure

• Supported by contracts & agreements

– Ensure partners & suppliers are properly managed

– Ensure understanding of service value

– Manage business relationships

– Support operational activities

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Scope

• IT Service Lifecycle

– Service Strategy

– Service Design

– Support of Service Operation

• Other Frameworks

– eSCM practice areas

• Performance management

• Relationship management

– CobiT® (Control Objectives for IT)

• PO – Plan & Organize

• AI – Acquire & Implement

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Value to the Business

• IT Services that support desired business outcomes

• Clear understanding of IT Service investments

• Service Levels supported by

– Cascading set of agreements & contracts

– Supplier & Service Provider management

• Awareness of services offered

– Business

– Technical

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Concepts

• IT Services

– As a business investment

– Consumption patterns

– Creation & capture of value

• Agreements & contracts

– Service levels supported

• Agreements

• Contracts

– Service Providers & suppliers

• Internal

• External

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Service Offerings & Agreements Principles

Topic

Topics Discussed

SOA Context

Service Portfolio

Service Pipeline

Service Catalog

Service Level Management

Supplier Management

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SOA Context

Service Catalog Management

StrategyManagement

Activities


Demand Management

Service Portfolio

Management

Service Portfolio

CharteredService

Financial Management

Customer

Supplier Management

Service Transition Activities

ServiceDesign

Activities

Service OperationActivities

Support Teams

Suppliers

Support & Delivery

Service Catalog

Contracts&

AgreementsService OfferingsSLA

ContractOLA

Customer & TechnicalView

Governance & Oversight

Framework for Strategic Decisions

Manage Demand Patterns

Enable Value Creation &

Capture

• Define• Analyze• Approve• Charter

Ensure Service Performance is

Measured & Reported

Ensure Management of Suppliers &

Provided Services

Single Source of Service

Information

Copyright © AXELOS Limited 2014All rights reserved. Material is reproduced under license from AXELOS Limited.

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Service Portfolio


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Service Pipeline

IT ServicesService

StrategyServiceDesign

ServiceTransition

MarketSpaces

CustomersService

Concepts

ServiceImprovements

The Service Pipeline

CharteredService

ServiceDesign

Package


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Service Catalog

• Service• Status• Requirements• Defined• Analyzed• Approved

• Retired

SKMS

Service Portfolio

Service Pipeline

Service Catalog

Retired Services

Customer/Support Team View

Service Lifecycle

• Chartered• Designed• Developed• Built• Test• Released• Operational


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SOA & Design Coordination Overview

Information Security

Management

Process

Capacity Management

Process

AvailabilityManagement

Process

ITSCM

Process

SupplierManagement

Process


Process

Service CatalogManagement

Process

ISMS

Overall Design Coordination Activities

Design Coordination Process **

CMSThe Service Design processes support the design of appropriate and innovative IT Services, including their architectures, processes, policies and documentation to meet the current

and future business requirements.

** The Design Coordination process supports

common bi-directional information flows among Service Design Activities & Processes.

Define Policies &

Methods

Coordinate

Design Activities

Manage Risk &

Issues

Plan Resources

& Capabilities

Improve Service

Design


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SD & SLM

SLM Implementation

SLM Planning

Process

ReviewContracts

Negotiation

Draft SLA

Service Catalog

SLA

Review

Agreement

Report

Monitor

Getting Started

Improving


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SOA & Value

• Value

• Creating Value

• Perceiving Value

• Framing Service Value

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Value of a Service

• Defined by the customer

• Represents an affordable mix of features

• Achieves business objectives

• Changes over time

• Requires three pieces of information

– What service was provided?

– What did the service achieve?

– What was the price of the service?

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Value

Perceptions

Preferences

Outcomes

Creating Service Value

• Business outcomes achieved

• Preferences actualized

• Perceptions met

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Perception of Value

Negativedifference

Positivedifference

_

+Gains from

utilizing theservice

Referencevalue

Economic valueof service

Based on DIY strategy orexisting arrangements

Netdifference

Losses fromutilizing theservice

A Service Provider cannot decide the value of a service. However, the Service Provider is able to directly influence how the value of a service is perceived by the customer.


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Framing Service Value

• Utility

– Fit for Purpose

– Increase Performance Average

• Warranty

– Fit for Use

– Reduce Performance Variation

• Utility & Warranty = Service ValueCopyright © AXELOS Limited 2014

All rights reserved. Material is reproduced under license from AXELOS Limited.


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Supplier Management

• Evaluate new suppliers & contracts

• Categorize suppliers & maintain SCMIS

• Establish new suppliers & contracts

• Manage supplier & contract performance

• Renew/terminate contracts

SCMIS

Categorize & Maintain SCD

Renew or Terminate

ManageSupplier

EstablishSupplier

EvaluateSupplier

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Service Offerings & Agreements Context

Topic

Topics Discussed

Relationships

Information

Metrics & Measures

Challenges

SOA Processes

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Relationships

• Service Strategy

– Service Portfolio Management

– Demand Management

– Financial Management

– Business Relationship Management

• Service Design

– Service Level Management

– Service Catalog Management

– Supplier Management

• Service Operation

– Incident Management

– Problem Management

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Information

• Service Knowledge Management System

– Configuration Management System

– Service Portfolio

– Service Catalog

• Business intelligence

– Market surveys

– Focus groups

– Analysis

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Metrics & Measures

• Documented services

• Services cataloged

• Services under agreement

• Service Provider performance

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Challenges

• Service “mentality”

• Complexity of services

– Infrastructure

– Value network

• Business information

– Accurate

– Timely

– Complete

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SOA Processes

• Service Portfolio Management

• Service Catalog Management

• Service Level Management

• Demand Management

• Supplier Management

• Financial Management

• Business Relationship Management

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Service Offerings & Agreements Summary

Topic

Topics Discussed

Summary

Checkpoint

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SOA Summary

•

• IT Services• Business Investment• Consumption Patterns• Create & Capture Value

• Agreements & Contracts• Service Levels Supported• Internal & External Providers

•

• IT Service Lifecycle• Strategy• Design• Operation

• Other Frameworks• eSCM• CobiT

• Service Portfolio Management• Demand Management• Service Catalog Management• Service Level Management• Supplier Management• Financial Management• Business Relationship Management

Purpose – Provide the framework to align IT Services to business outcomes at the required service levels.Goal – Match IT Service to the business processes supportedObjective – Manage the business relationship to ensure the appropriate IT Service strategy to deliver desired business outcomes.

Service Offerings & Agreements provides support for the identification, tracking, creation and evaluation of IT Services necessary to support the achievement of desired

business outcomes. It does that through ensuring a clear understanding of IT investments and their required service levels.

Concepts Scope Processes

Value

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Checkpoint

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Review Questions:

1. Which of the following statements best describes the concept of service value?

A. Service value is framed in the context of utility and warranty

B. Service value is achieved only when the projected ROI has been

exceeded

C. Service value is created when business outcomes are achieved, customer

preferences are actualized and the customer perceives the service as

valuable

D. Service value is achieved when the customer perceives the service is

valuable, irrespective of business outcomes achieved

2. Which of the following statements best describes the Service Portfolio and

Service Catalog?

A. The Service Portfolio represents IT Services planned, those that are in

operation and those that have been retired, and the Service Catalog is the

technology used to expose the contents to the business user

B. The Service Portfolio represents IT Service investments and

commitments, while the Service Catalog represents the internal and

external services that are in operation now

C. The Service Portfolio represents the future (or planned) investments in IT

Services, while the Service Catalog represents the internal and external

services that are in operation now

D. The Service Portfolio represents the internal and external services that are

in operation now, and the Service Catalog represents the future (or

planned) investments in IT Services that are on order by the business

3. Which of the following is the best description of the Service Pipeline?

A. A database or structured document listing all formal requests from users

or business customer for a service to be provided

B. A database or structured document listing all IT Service management by a

Service Provider or have been retired

C. A database or structured document listing all chartered services under

development, but are not yet available to customers

D. A database or structured document listing all IT Services that are under

consideration or development, but are not yet available to customers

4. Service Offerings & Agreements (SOA) processes provide value to the business

by:

A. The business and the Service Provider achieve a better understanding of

the investment in IT Services and put support structures in place to

document, monitor, measure and report on the performance of IT Services

B. Enabling the Service Provider to ensure the lowest possible cost of

services of any viable alternative Service Provider

C. Ensures the chartered service’s support plan is enabled through

invocation of multiple Service Improvement Plans (SIP)

D. Ensuring the pooled resources of retired services are also removed as

service assets, thus reducing the total cost of ownership

5. Which of the following represent metrics and measures for OSA?

A. Service Provider performance

B. Service cataloged

C. Services documented

D. Service under agreement

E. All of the above

6. Service Offerings and Agreements (SOA) deals with two fundamental concepts.

A. Creation and design of service and supporting documentation

B. The formulation and documentation of the service

C. Selection of the service provider’s delivery architecture

D. The allocation and management of its supporting resources

E. A & C

F. B & D

G. A & D

7. The SOA process relies on information in the Service Knowledge Management

System (SKMS); specifically, the CMS and the Service Portfolio and its

components. Which of the following provides business intelligence to the

processes?

A. Initial Service Change Evaluation report

B. Authorized change proposal

C. Focus groups

D. Business case

8. The OSA process shares relationships with other lifecycle processes and among

themselves. Which Service Operation processes share a close relationship with

the OSA processes?

A. Event Management

B. Incident Management

C. Problem Management

D. Service Catalog Management

E. A & B

F. A & C

G. B & C

9. In the context of SOA which of the following statements is true?

1. Demand and Financial Management provide input to the activities of Strategy

Management, which result in the definition, analysis, approval and chartering

of IT Services via Service Portfolio Management.

2. The Service Level Management process establishes agreements with the

customer, and documents the scope and quality of the IT Service's performance.

A. Only 1 is true

B. Both 1 and 2 are true

C. Neither 1 nor 2 are true

D. Only 2 is true

10. The scope of the Service Offerings and Agreements (SOA) directly involves the

Service Strategy and Design phases. Which of the following does not describe

the scope of SOA and the other stages of the lifecycle?

A. Service Operation (managing services in supported environments)

B. Service Transition (developing and improving the introduction of new and

changed services into support environments)

C. Continual Service Improvement (maintaining business/customer value)

D. None of the above since SOA’s scope is limited to Service Strategy &

Design

Answer Key:

1. C

Service value is created when business outcomes are achieved, customer

preferences are actualized and the customer perceives the service as valuable.

2. B

The Service Portfolio represents the investments (total) and commitment (future

services), and the Service Catalog is a subset of the Service Portfolio and

contains Services that exist and are in operation. (Service Strategy: Service

Portfolio)

3. D

A database or structured document listing all IT Services that are under

consideration or development, but are not yet available to customers.

4. A

The business and the Service Provider achieve a better understanding of the

investment in IT Services and put support structures in place to document,

monitor, measure and report on the performance of IT Services.

5. E

All options represent metrics and measures for OSA.

6. F

The formulation and documentation of the service concept and the allocation and

management of its supporting resources are correct answers.

7. C

Focus groups

8. G

Incident Management and Problem Management share a close relationship with

the OSA processes.

9. B

Both 1 and 2 are true.

10. D

None of the above since SOA’s scope is limited to Service Strategy & Design.

ITIL: Service Offerings & Agreements Course 02 Service ... · pts ices ± t ± ns ± e cts ± ted...

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