ITL9332CL Intermediate - Soa SH WorkBook.r3.2.0 ITp Demo

ITpreneurs Service Management
WORKBOOK
Service Oferings and Agreements release 3.2.0
ITIL Intermediate
ITL9332CL_Intermediate.SOA_Cover Page_SH_WBK_r3.2.0.indd 1 08-11-2012 AM 10:40:15
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www.ITpreneurs.com

Copyright 2012 ITpreneurs. All rights reserved

Copyright

Copyright and Trademark Information for
Partners/Stakeholders.

ITIL is a registered trademark of the Cabinet Office.

IT Infrastructure Library is a registered trade mark of the
Cabinet Office.

The Swirl logo is a trade mark of the Cabinet Office.

All contents in italics and quotes is from the ITIL Service
Lifecycle Suite Crown copyright 2011 Reproduced under
licence from the Cabinet Office.

All other text is based on Cabinet Office ITIL material.
Reproduced under licence from the Cabinet Office.

Copyright 2012 ITpreneurs. All rights
reserved.

Please note that the information contained in this material is
subject to change without notice. Furthermore, this material
contains proprietary information that is protected by copyright.
No part of this material may be photocopied, reproduced, or
translated to another language without the prior consent of
ITpreneurs Nederland B.V.

The language used in this course is US English. Our sources
of reference for grammar, syntax, and mechanics are from The
Chicago Manual of Style, The American Heritage Dictionary,
and the Microsoft Manual of Style for Technical Publications.

ITIL Service Offerings and Agreements, Classroom course,
release 3.2.0
More on:
http://www.itil-officialsite.com/IntellectualPropertyRights/TrademarkLicensing.aspx
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Contents
i
LIST OF ICONS V
LIST OF ACTIVITIES VI
GENERAL TRAINING TIPS NA
ACKNOWLEDGEMENTS IX
FOLLOW US XI
COURSE INTRODUCTION 1
Introductions 2
Course Introduction 2
Course Learning Objectives 2
Unique Nature of the Course 2
Course Qualifcation Scheme 2
Course Agenda and Exam Details 2
COURSE AGENDA
ITIL Intermediate Classroom Course 3
ITIL Intermediate Expert Program Course 5
ITIL Intermediate Classroom Blended Course 6
ITIL Intermediate Virtual Classroom Blended Course 7
UNIT 1: INTRODUCTION TO SERVICE OFFERINGS AND AGREEMENTS 9
1.1 SOA in the Service Strategy Stage 10
1.2 Purpose and Objectives of the Strategy Management for IT Services Process 10
1.3 Scope of the Strategy Management for IT Services Process 10
1.4 Value of the Strategy Management For IT Services Process to the Business 10
1.5 SOA in the Service Design Stage 10
1.6 Purpose and Objectives of the Design Coordination Process 10
1.7 Scope of the Design Coordination Process 10
1.8 Value of the Design Coordination Process to the Business 10
1.9 Utility and Warranty, and their Relevance to SOA Processes 10
1.10 SOA Processes and Customer Requirements 10
1.11 Return on investment and the Business Case 10
UNIT 2: SERVICE PORTFOLIO MANAGEMENT 11
2.1 Service Portfolio and Its Relationships with the Service Catalogue and Service Pipeline 12
2.2 Purpose and Objectives 12
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ii
2.3 Scope of SPM 12
2.4 Value to the Business 12
2.5 Policies, Principles, and Basic Concepts 12
2.6 Process Activities, Methods, and Techniques 12
2.7 Triggers, Inputs, Outputs, and Interfaces 12
2.8 Information Management 12
2.9 Critical Success Factors and Key Performance Indicators 12
2.10 Challenges and Risks 12
2.12 Group/Individual Exercise 14
2.13 Sample Test Question 16
UNIT 3: SERVICE CATALOGUE MANAGEMENT 17
3.1 Importance of the Service Catalogue to the Service Lifecycle and Its Interface to the Service Portfolio 18
3.3 Scope of the Process 23
3.6 Process Activities 25
3.7 Triggers, Inputs, Outputs, and Interfaces with Other Processes 25
3.11 Production of a Service Catalogue 25
UNIT 4: SERVICE LEVEL MANAGEMENT 31
4.5 Process Activities, Methods, Techniques, and Relationships with the Service Lifecycle 32
4.10 Contents of SLAs and OLAs 37
UNIT 5: DEMAND MANAGEMENT 51
5.1 Importance of demand management to the service lifecycle 52
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iii
5.6.1 Identifying Sources of Demand Forecasting 52
5.6.2 Patterns of Business Activity 52
5.6.3 User Profles 52
5.6.4 Activity-Based Demand Management 55
5.6.5 Develop Differentiated Offerings 55
5.6.6 Management of Operational Demand 55
UNIT 6: SUPPLIER MANAGEMENT 59
UNIT 7: FINANCIAL MANAGEMENT FOR IT SERVICES 65
7.1 Importance to the Service Lifecycle 66
UNIT 8: BUSINESS RELATIONSHIP MANAGEMENT 73
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iv
8.6 Triggers, Inputs, Outputs, and Interfaces 74
UNIT 9: ROLES AND RESPONSIBILITIES 79
9.1 Generic Roles 80
9.2 Roles and Responsibilities of Service Portfolio Management 80
9.3 Roles and Responsibilities of Service Catalogue Management 80
9.4 Roles and Responsibilities of Service Level Management 80
9.5 Roles and Responsibilities of Demand Management 80
9.6 Roles and Responsibilities of Supplier Management 80
9.7 Roles and Responsibilities of Financial Management for IT Services 80
9.8 Roles and Responsibilities of Business Relationship Management 80
UNIT 10 : TECHNOLOGY AND IMPLEMENTATION CONSIDERATIONS 83
10.1 Generic Technology Requirements to Assist Service Design 84
10.2 Evaluation Criteria for Technology and Tooling for Process Implementation 84
10.3 Good Practices for Practice and Process Implementation 87
10.4 Challenges, CSFs, and Risks In Implementing Practices and Processes 87
10.5 Planning and Implementing Service Management Technologies 88
UNIT 11 : EXAM PREPARATION GUIDE 91
11.1 Mock Exam 1 93
11.2 Mock Exam 2 113
APPENDIX A: CASE STUDY 131
APPENDIX B: MIND MAP EXCERCISE (REFER TO STUDENT REFRENCE MATERIAL) NA
APPENDIX C: GLOSSARY (REFER TO STUDENT REFRENCE MATERIAL) NA
APPENDIX D: SYLLABUS (REFER TO STUDENT REFRENCE MATERIAL) NA
APPENDIX E: ANSWERS 145
APPENDIX F: DIAGRAMS (MACRO VIEW) (REFER TO STUDENT REFRENCE MATERIAL) NA
APPENDIX G: RELEASE NOTES (REFER TO STUDENT REFRENCE MATERIAL) NA
STUDENT FEEDBACK FORM 233
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Copyright 2012, ITpreneurs Nederland B.V. All rights reserved.
v
LIST OF ICONS
Refers to content that is meant for the instructor to lecture in class
Refers to content that is meant for the student to read on his/her own in class or at
home
Refers to information items that are not covered by the instructor in class but help the
student understand a particular topic in detail
Refers to a Scenario-Based Activity that the student must do in class or as homework
after the completion of a topic or in between a topic
Refers to items or contents that are given in a step-by-step-instruction or checklist format
Refers to an important snippet of information that the instructors should remember to
touch upon while conducting an activity or during a lecture
Refers to the simplifcation of content that was previously diffcult to understand or
confusing
Refers to an extra piece of information that is not very important but still good to know
Refers to light, conversational snippets of information or that the instructor can use in
class to break the monotony of a serious and tedious lecture
Refers to general-knowledge-based information that the instructor can use to provide
relief to students during a serious or tedious classroom lecture
Refers to space for the students to take notes
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vi
LIST OF ACTIVITIES
This course uses a variety of delivery techniques. Each of these techniques is designed to help students not only
learn the material but also apply the information. The various techniques used are:

Activity
Description
Generally, the instructor asks students to fll up a blank diagram or to answer given questions
in their Workbook.

Brainstorm
Description
This promotes collaborative learning, where the group is encouraged to offer up ideas
without analysis and to then fnalize the solution after brainstorming.
Compare
and
Contrast
Description
The class compares and lists the similarities and differences between two concepts or
processes.
Concept Jog
Description
The instructor asks a Rapid-Fire round of questions to students. The instructor and students
discuss the answers in 2 minutes.
Critical
Thinking
Description
The students think about a given question(s), write their responses, and present their views in
class.
Discussion
Description
The instructor poses questions to guide the students through complex subjects. The
discussion assists the students in comprehending complicated topics.
Lecture
Description
This is a traditional method of instruction but is done from the Instructor Guide, not from
the PowerPoint presentation. The students are encouraged to follow along in their Student
Reference Materials.
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vii
Mind Map
Description
The class draws a stepwise list of activities/phases/functions or web of content, for example,
processes, functions, activities, steps, and so on. The idea is to map one idea in relation to
other ideas, to understand whether or not the students have understood a concept properly.
Recall,
Describe,
and List

Description
The class lists as many ideas on or the key points of a previously learned topic, either in the
Foundations course or through the course materials.
Role-Play
Description
The instructor and the students play different roles. The instructor assigns roles to the
students based on real-life situations/problems and asks them to act out their roles in a
problem situation. The students give their views of/solutions to the situation/problem, per the
specifc roles assigned to them. Role-reversal can also take place where the students act as
the instructor and teach the class.
Round-Robin
Description
This is similar to a discussion, except that the conversation goes from one student to the
next, and each student must offer up an idea or a concept.
Scenario
Description
Real-world cases are used to provide context to apply the ITIL framework. These are
particularly valuable when the students are developing a consultative view of a situation and
selecting what aspect of ITIL will meet the needs of the scenario.
Self-Study
Description
This is usually used for supplemental material after a topic has been covered. It is also used to
create diversifcation of teaching techniques in order to keep students engaged.
Solve a
Common
Problem/
Risk
Mitigation
Description
The class is divided into two groups. Each group notes down a brief, topic-related problem.
The groups then quiz each other about how to solve the given problem.
Teach-Back
Description
This encourages greater retention of topics through self-study and preparation, to teach the
concepts back to fellow classmates. The instructor plays a key role to ensure that the teach-
back session refects the appropriate content.
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viii
The Big
Why
Description
The instructor asks The Big Why questions to introduce a <concept/topic/idea> to class.
The instructor conducts this activity in a conversational or less formal manner and provides a
gist of the entire course/topic(s)/subtopic(s).
Think-Pair-
Share
Description
The instructor asks the class a question. The students then pair up with a partner to compare
or discuss their responses. The instructor calls randomly on a few students to summarize their
discussion or give their answer.
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ix
We would like to sincerely thank the experts who have
contributed to and shaped ITpreneurs ITIL Intermediate
product suite.
ITpreneurs Course Reviewers
Anessi, Ray - Pangloss Group
Costigan, Michael D - CSC
Mohr, Julie - Blue Print Audits
Vikdal, Mike - Auslyn Group
Wigmore, Michael - Independent
Pondman, Dick - Independent
Burgers, Jurian - Independent
Rijken, Adriaan - Independent
Dumasia, Rohinton - RD TAPS
Kaushik, Jitendra - ITpreneurs

ITpreneurs Course Exercise Writers
Foederer, Marcel - ITpreneurs
Mohr, Julie - Blue Print Audits
Vikdal, Mike - Independent
Wigmore, Michael - Independent
ACKNOWLEDGEMENTS
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www.ITpreneurs.com

Copyright 2012 ITpreneurs. All rights reserved

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1
Course Introduction
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ITIL Intermediate Certifcation Level | Service Offerings and Agreements
2
INTRODUCTIONS
There is no activity for this topic.
COURSE INTRODUCTION
COURSE LEARNING OBJECTIVES
UNIQUE NATURE OF THE COURSE
COURSE QUALIFICATION SCHEME
COURSE AGENDA AND EXAM DETAILS
Note: Refer to the Reference Material for the Exam Requirements.
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Student | ITIL Intermediate Certifcation Level | Course Introduction
3
Course Agenda
ITIL Intermediate Classroom Course
Day1 Service Offerings and Agreements
Unit Subject Start End
Total Time
(in hours)
Course Introduction 08:00 08:30 00:30
1 Introduction to Service Offerings and Agreements 08:30 09:30 01:00
2 Service Portfolio Management 09:30 12:00 02:30
LUNCH 12:00 01:00 01:00
2 Service Portfolio Management 01:00 01:30 00:30
3 Service Catalogue Management 01:30 05:00 03:30
Homework (review of day's material) 01:00
TOTAL 10:00
Total - (less lunch & homework) 08:00
Note: Reading the Case Study
The case study used for activities in this course can be found in Appendix A of the Instructor Guide and Student
Reference Material. It is recommended that you read through the case study during the frst break. This will enhance
your understanding of the scenarios used for the activities.
Remark: Students may choose to read the nonessential section of the case study as well, for more-detailed insight
into the Royal Chao Phraya Hotel and its staff.
Note: Personal Study Recommendation for Students
The SOA syllabus recommends 12 hours of personal study in addition to the assigned classroom time.
The content to support such personal study for this course has been provided in the Student Reference Material. We
would like to recommend that you take time after class each day to read through the sections covered in class that day.
This would refresh your memory and reinforce the concepts learned in class.
Remark: While this would signifcantly contribute to the students learning, it is not mandatory.
Total Time
(in hours)
4 Service Level Management 08:00 12:00 04:00
LUNCH 12:00 01:00 01:00
TOTAL 10:00
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4
Total Time
(in hours)
5 Demand Management 08:00 11:00 03:00
6 Supplier Management 11:00 12:00 01:00
LUNCH 12:00 01:00 01:00
6 Supplier Management 01:00 03:00 02:00
7 Financial Management for IT Services 03:00 05:00 02:00
TOTAL 10:00
Total Time
(in hours)
7 Financial Management for IT Services 08:00 12:00 04:00
LUNCH 12:00 01:00 01:00
8 Business Relationship Management 01:00 02:00 01:00
9 Roles and Responsibilities 02:00 03:30 01:30
10 Technology and Implementation Considerations 03:30 05:00 01:30
TOTAL 10:00
Total Time
(in hours)
10 Technology and Implementation Considerations 08:00 09:00 01:00
11 Exam Preparation / Mock Exam 09:00 12:00 03:00
LUNCH 12:00 01:00 01:00
Exam 01:00 02:30 01:30
TOTAL 06:30
Total - (less lunch and fnal exams) 04:00
TOTAL CONTACT HOURS 36 hours
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5
Course Agenda
ITIL Intermediate Expert Program Course
*All times in hours
Unit Subject Start End Time*
1 Introduction to Service Offerings and Agreements (incl. 30-min RECAP) 08:30 09:00 00:30
2 Service Portfolio Management (incl. 30-min RECAP) 09:00 11:30 02:30
3 Service Catalogue Management (incl. 30-min RECAP) 11:30 12:00 00:30
LUNCH 12:00 01:00 01:00
4 Service Level Management (incl. 30-min RECAP) 02:30 05:00 02:30
TOTAL 10:00
*All times in hours
5 Demand Management (incl. 30-min RECAP) 11:00 12:00 01:00
LUNCH 12:00 01:00 01:00
6 Supplier Management (incl. 30-min RECAP) 02:30 05:00 02:30
TOTAL 10:00
*All times in hours
7 Financial Management for IT Services (incl. 15 min RECAP) 08:00 09:45 01:45
8 Business Relationship Management (incl. 15 min RECAP) 09:45 11:00 01:15
9 Roles and Responsibilities (incl. 15 min RECAP) 11:00 12:00 01:00
LUNCH 12:00 01:00 01:00
10 Technology and Implementation Considerations (incl. 15 min RECAP) 01:45 03:30 01:45
Homework (review of days material) 01:00
TOTAL 08:30
TOTAL CONTACT HOURS
22:5
hours
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6
Course Agenda
ITIL Intermediate Classroom Blended Course
*All times in hours
2 Service Portfolio Management (incl. 30-min RECAP) 09:00 11:30 02:30
LUNCH 12:00 01:00 01:00
4 Service Level Management (incl. 30-min RECAP) 02:30 05:00 02:30
TOTAL 10:00
*All times in hours
LUNCH 12:00 01:00 01:00
6 Supplier Management (incl. 30-min RECAP) 02:30 05:00 02:30
TOTAL 10:00
*All times in hours
8 Business Relationship Management (incl. 15 min RECAP) 09:45 11:00 01:15
LUNCH 12:00 01:00 01:00
TOTAL 08:30
TOTAL CONTACT HOURS
22:5
hours
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7
Course Agenda
ITIL Intermediate Virtual Classroom Blended Course
*All times in hours
2
Service Portfolio Management (incl. 30-min RECAP)
09:00 11:30 02:30
LUNCH 12:00 01:00 01:00
4
Service Level Management (incl. 30-min RECAP)
02:30 05:00 02:30
TOTAL 10:00
*All times in hours
4
Service Level Management
08:00 11:00 03:00
LUNCH 12:00 01:00 01:00
6
Supplier Management (incl. 30-min RECAP)
02:30 05:00 02:30
TOTAL 10:00
*All times in hours
8
Business Relationship Management (incl. 15 min RECAP)
09:45 11:00 01:15
LUNCH 12:00 01:00 01:00
TOTAL 08:30
TOTAL CONTACT HOURS
22:5
hours
Each Cup represents one break.
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9
Unit 1
Introduction to Service Offerings
and Agreements
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10
1.1 SOA IN THE SERVICE STRATEGY STAGE
1.2 PURPOSE AND OBJECTIVES OF THE STRATEGY MANAGEMENT FOR
IT SERVICES PROCESS
1.3 SCOPE OF THE STRATEGY MANAGEMENT FOR IT SERVICES
PROCESS
1.4 VALUE OF THE STRATEGY MANAGEMENT FOR IT SERVICES
PROCESS TO THE BUSINESS
1.5 SOA IN THE SERVICE DESIGN STAGE
1.6 PURPOSE AND OBJECTIVES OF THE DESIGN COORDINATION
PROCESS
1.7 SCOPE OF THE DESIGN COORDINATION PROCESS
1.8 VALUE OF THE DESIGN COORDINATION PROCESS TO THE
BUSINESS
1.9 UTILITY AND WARRANTY, AND THEIR RELEVANCE TO SOA
PROCESSES
1.10 SOA PROCESSES AND CUSTOMER REQUIREMENTS
1.11 RETURN ON INVESTMENT AND THE BUSINESS CASE
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11
Unit 2
Service Portfolio Management
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12
2.1 SERVICE PORTFOLIO AND ITS RELATIONSHIPS WITH THE SERVICE
CATALOGUE AND SERVICE PIPELINE
2.2 PURPOSE AND OBJECTIVES
2.3 SCOPE OF SPM
2.4 VALUE TO THE BUSINESS
2.5 POLICIES, PRINCIPLES, AND BASIC CONCEPTS
2.6 PROCESS ACTIVITIES, METHODS, AND TECHNIQUES
2.7 TRIGGERS, INPUTS, OUTPUTS, AND INTERFACES
2.8 INFORMATION MANAGEMENT
2.9 CRITICAL SUCCESS FACTORS AND KEY PERFORMANCE
INDICATORS
2.10 CHALLENGES AND RISKS
There is no activity for this top
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Student | ITIL Intermediate Certifcation Level | Service Portfolio Management
13
2.11 DESIGNING THE SERVICE PORTFOLIO
The Royal is delivering Services reasonably well. However, the volume of Services has increased enormously because
of the growth of the hotel and its various types of customers.
Because of this increase in the volume of Services, it has become much harder to manage the Services, control them,
and know exactly which Services are at what stage.
Harry and James are now contemplating the use of a Service Portfolio to fulfll the described business needs and
understand the hotels reaction to those needs.
Scenario-Based Activity
Q1. What type of information should you store in the Service Portfolio? How does each item relate
to business/IT?
Write your answer in the space provided.
Answer:
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14
2.12 GROUP/INDIVIDUAL EXERCISE
James and Harry identifed a lack of control and customer satisfaction related to the Services delivered to the hotels
customers.
In addition, they want to bring more structure to the creation and delivery of the Services at the hotel.
James and Harry also formulated a few strategic questions:
y Why should a customer buy our Services?
y Why should they buy these Services from us?
y What are the pricing or chargeback models?
y What are our strengths and weaknesses, priorities and Risks?
y How should our resources and capabilities be allocated?
Scenario-Based Activity
Q1. Create a PowerPoint presentation, with a maximum of seven slides, where you explain the
methods/activities in the SPM process. The groups have to convince the management team of
the hotel. Explain how these activities contribute to answering the strategic questions for the
hotel.
Note: It is not mandatory to use all seven slides.
Answer:
Method/Activity Explanation
Activities:
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Student | ITIL Intermediate Certifcation Level | Service Portfolio Management
15
Defne
Analyze
Approve
Charter
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