itil® service capability: service offerings &...

SOA www.globalknowledge.com/nb-no/ [email protected] 22 95 66 00

ITIL® Service Capability: Service Offerings & Agreements

Varighet: 5 Days Kurskode: SOA

Beskrivelse:

The course builds on the principles covered as part of the ITIL Foundation course and is aligned to the 2011 syllabus.

The focus of the course is to gain practical experience planning and executing processes within ITIL service offerings and agreements; theoperational-level process activities and supporting methods and execution of these processes in a practical, hands-on learning environment.This course includes lecture, exercises, and scenario-based exam questions to increase your understanding of the core disciplines of ITIL bestpractices and position you to successfully complete the associated exam.

The main process focus areas of this course include: Business relationship management, Service portfolio management,Financialmanagement for IT services,Demand management,Service catalogue management,Service level management,Supplier management.

Please note: The ITIL Foundation certification is required to take the exam at the end of class. Proof of certification must be provided.The course is assignment based, with a strong emphasis on practical coursework, working as individuals and in teams.

Målgruppe:

IT operations, technical, or IT management personnel requiring more information about ITIL best practices and anyone responsible formanaging, implementing, or consulting on ITIL processes within IT or in conjunction with IT.

Agenda:

Importance of service management as a practice concept Use the ITIL service offerings and agreement processes, activities,and functions to achieve operational excellence

Service lifecycle principals, purpose, and objectiveMeasure ITIL service offerings and agreements

Importance of ITIL service offerings and agreements whileproviding service Importance of IT security and its contributions to ITIL service

offerings and agreements

How all processes in ITIL service offerings and agreementinteract with other service lifecycle processes Technology and implementation considerations surrounding ITIL

service offerings and agreements

The activities, methods, and functions used in each of the ITILservice offerings and agreement processes Challenges, key performance indicators (KPIs), critical success

factors (CSFs), and risks associated with ITIL service offerings andagreements

Forkunnskaper: Test og sertifisering

ITIL Foundation Certification (required) To prepare for the end-of-class exam, we recommend that you reviewTwo to four years of relevant work experience the ITIL 2011 publications Service Strategy (2011 Edition, ISBN

9780113313044) and Service Design (2011 Edition, ISBN9780113313051) and complete at least 12 hours of personal study.

Please note you must bring a copy of your ITIL Foundation examcertificate, this is required in order for you to take the exam associatedwith this course.


Påfølgende kurs:ITIL Complementary Courses - Analyst Series, Service CatalogueITIL® v3 Lifecycle CoursesITIL® v3 Capability CoursesITIL® v3 Managing Across the Lifecycle


Innhold:

Service Offerings and Agreements Service Level Managementline line line

How Service Offerings and AgreementsPractices Support the Service Lifecycle#

line Purpose, Objectives, Scope, and Value lineHow Service Offerings and Agreements of Strategy Management for IT Services How Service Offerings and AgreementsPractices Support the Service Lifecycle# and the Design Coordination Process Practices Support the Service Lifecycle#Purpose, Objectives, Scope, and Value of Successful Services Depend on the Purpose, Objectives, Scope, and Value ofStrategy Management for IT Services and Customer's Perception of Utility and Strategy Management for IT Services andthe Design Coordination Process Warranty the Design Coordination ProcessSuccessful Services Depend on the Relevance of Business Cases and Successful Services Depend on theCustomer's Perception of Utility and Return-on-Investment to Service Customer's Perception of Utility andWarranty Offerings and Agreements Practices WarrantyRelevance of Business Cases and Purpose, Objectives, and Scope Relevance of Business Cases andReturn-on-Investment to Service Offerings Business Value Return-on-Investment to Service Offeringsand Agreements Practices Policies, Principles, and Basic Concepts and Agreements PracticesPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeBusiness Value Interfaces Business ValuePolicies, Principles, and Basic Concepts Information Management within the Policies, Principles, and Basic ConceptsTriggers, Inputs, Outputs, and Process Business Relationship Management Triggers, Inputs, Outputs, and ProcessInterfaces Process InterfacesInformation Management within the CSFs and KPIs Information Management within theBusiness Relationship Management Challenges and Risks Business Relationship ManagementProcess Key Roles and Responsibilities ProcessCSFs and KPIs Service Portfolio CSFs and KPIsChallenges and Risks Purpose, Objectives, and Scope Challenges and RisksKey Roles and Responsibilities Business Value Key Roles and ResponsibilitiesService Portfolio Policies, Principles, and Basic Concepts Service PortfolioPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeBusiness Value Interfaces Business ValuePolicies, Principles, and Basic Concepts Information Management within the Policies, Principles, and Basic ConceptsTriggers, Inputs, Outputs, and Process Service Portfolio Management Process Triggers, Inputs, Outputs, and ProcessInterfaces CSFs and KPIs InterfacesInformation Management within the Service Challenges and Risks Information Management within thePortfolio Management Process Key Roles and Responsibilities Service Portfolio Management ProcessCSFs and KPIs Purpose, Objectives, and Scope CSFs and KPIsChallenges and Risks Business Value Challenges and RisksKey Roles and Responsibilities Policies, Principles, and Basic Concepts Key Roles and ResponsibilitiesPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeBusiness Value Interfaces Business ValuePolicies, Principles, and Basic Concepts Information Management within the Policies, Principles, and Basic ConceptsTriggers, Inputs, Outputs, and Process Financial Management for IT Services Triggers, Inputs, Outputs, and ProcessInterfaces Process InterfacesInformation Management within the CSFs and KPIs Information Management within theFinancial Management for IT Services Challenges and Risks Financial Management for IT ServicesProcess Key Roles and Responsibilities ProcessCSFs and KPIs Importance of Demand Management to CSFs and KPIsChallenges and Risks Managing Services throughout their Challenges and RisksKey Roles and Responsibilities Lifecycle Key Roles and ResponsibilitiesImportance of Demand Management to Purpose, Objectives, and Scope Importance of Demand Management toManaging Services throughout their Business Value Managing Services throughout theirLifecycle Policies, Principles, and Basic Concepts LifecyclePurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeBusiness Value Interfaces Business ValuePolicies, Principles, and Basic Concepts Information Management within the Policies, Principles, and Basic ConceptsTriggers, Inputs, Outputs, and Process Demand Management Process Triggers, Inputs, Outputs, and ProcessInterfaces CSFs and KPIs InterfacesInformation Management within the Demand Challenges and Risks Information Management within theManagement Process Key Roles and Responsibilities Demand Management ProcessCSFs and KPIs Importance of the Service Catalog to the CSFs and KPIsChallenges and Risks Service Lifecycle Challenges and RisksKey Roles and Responsibilities Purpose, Objectives, and Scope Key Roles and ResponsibilitiesImportance of the Service Catalog to the Business Value Importance of the Service Catalog to theService Lifecycle Policies, Principles, and Basic Concepts Service Lifecycle


Purpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeBusiness Value Interfaces Business ValuePolicies, Principles, and Basic Concepts Information Management within the Policies, Principles, and Basic ConceptsTriggers, Inputs, Outputs, and Process Service Catalog Management Process Triggers, Inputs, Outputs, and ProcessInterfaces CSFs and KPIs InterfacesInformation Management within the Service Challenges and Risks Information Management within theCatalog Management Process Production of a Service Catalog Service Catalog Management ProcessCSFs and KPIs Key Roles and Responsibilities of Service CSFs and KPIsChallenges and Risks Catalog Management Challenges and RisksProduction of a Service Catalog Importance of Service Level Production of a Service CatalogKey Roles and Responsibilities of Service Management to the Service Lifecycle Key Roles and Responsibilities of ServiceCatalog Management Purpose, Objectives, and Scope Catalog ManagementImportance of Service Level Management to Business Value Importance of Service Level Managementthe Service Lifecycle Policies, Principles, and Basic Concepts to the Service LifecyclePurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeBusiness Value Interfaces Business ValuePolicies, Principles, and Basic Concepts Information Management within the Policies, Principles, and Basic ConceptsTriggers, Inputs, Outputs, and Process Service Level Management Process Triggers, Inputs, Outputs, and ProcessInterfaces CSFs and KPIs InterfacesInformation Management within the Service Challenges and Risks Information Management within theLevel Management Process Contents of Service and Operational Service Level Management ProcessCSFs and KPIs Level Agreements (SLAs and OLAs) CSFs and KPIsChallenges and Risks Key Roles and Responsibilities Challenges and RisksContents of Service and Operational Level Purpose, Objectives, and Scope Contents of Service and Operational LevelAgreements (SLAs and OLAs) Business Value Agreements (SLAs and OLAs)Key Roles and Responsibilities Policies, Principles, and Basic Concepts Key Roles and ResponsibilitiesPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeBusiness Value Interfaces Business ValuePolicies, Principles, and Basic Concepts Information Management within the Policies, Principles, and Basic ConceptsTriggers, Inputs, Outputs, and Process Supplier Management Process Triggers, Inputs, Outputs, and ProcessInterfaces CSFs and KPIs InterfacesInformation Management within the Supplier Challenges and Risks Information Management within theManagement Process Key Roles and Responsibilities Supplier Management ProcessCSFs and KPIs Generic Requirements for Service CSFs and KPIsChallenges and Risks Management Technologies Challenges and RisksKey Roles and Responsibilities Evaluation Criteria for Technology and Key Roles and ResponsibilitiesGeneric Requirements for Service Tooling for Process Implementation Generic Requirements for ServiceManagement Technologies Good Procedures for Practice and Management TechnologiesEvaluation Criteria for Technology and Process Implementation Evaluation Criteria for Technology andTooling for Process Implementation Challenges, CSFs, and Risks Related to Tooling for Process ImplementationGood Procedures for Practice and Process Implementing Practices and Processes Good Procedures for Practice and ProcessImplementation How to Plan and Implement Service ImplementationChallenges, CSFs, and Risks Related to Management Technologies Challenges, CSFs, and Risks Related toImplementing Practices and Processes Implementing Practices and ProcessesHow to Plan and Implement Service How to Plan and Implement ServiceManagement Technologies line Management Technologies


line Purpose, Objectives, Scope, and Value lineHow Service Offerings and Agreements of Strategy Management for IT Services How Service Offerings and AgreementsPractices Support the Service Lifecycle# and the Design Coordination Process Practices Support the Service Lifecycle#Purpose, Objectives, Scope, and Value of Successful Services Depend on the Purpose, Objectives, Scope, and Value ofStrategy Management for IT Services and Customer's Perception of Utility and Strategy Management for IT Services andthe Design Coordination Process Warranty the Design Coordination ProcessSuccessful Services Depend on the Relevance of Business Cases and Successful Services Depend on theCustomer's Perception of Utility and Return-on-Investment to Service Customer's Perception of Utility andWarranty Offerings and Agreements Practices WarrantyRelevance of Business Cases and Purpose, Objectives, and Scope Relevance of Business Cases andReturn-on-Investment to Service Offerings Business Value Return-on-Investment to Service Offeringsand Agreements Practices Policies, Principles, and Basic Concepts and Agreements PracticesPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeBusiness Value Interfaces Business ValuePolicies, Principles, and Basic Concepts Information Management within the Policies, Principles, and Basic ConceptsTriggers, Inputs, Outputs, and Process Business Relationship Management Triggers, Inputs, Outputs, and ProcessInterfaces Process InterfacesInformation Management within the CSFs and KPIs Information Management within the


Business Relationship Management Challenges and Risks Business Relationship ManagementProcess Key Roles and Responsibilities ProcessCSFs and KPIs Service Portfolio CSFs and KPIsChallenges and Risks Purpose, Objectives, and Scope Challenges and RisksKey Roles and Responsibilities Business Value Key Roles and ResponsibilitiesService Portfolio Policies, Principles, and Basic Concepts Service PortfolioPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeBusiness Value Interfaces Business ValuePolicies, Principles, and Basic Concepts Information Management within the Policies, Principles, and Basic ConceptsTriggers, Inputs, Outputs, and Process Service Portfolio Management Process Triggers, Inputs, Outputs, and ProcessInterfaces CSFs and KPIs InterfacesInformation Management within the Service Challenges and Risks Information Management within thePortfolio Management Process Key Roles and Responsibilities Service Portfolio Management ProcessCSFs and KPIs Purpose, Objectives, and Scope CSFs and KPIsChallenges and Risks Business Value Challenges and RisksKey Roles and Responsibilities Policies, Principles, and Basic Concepts Key Roles and ResponsibilitiesPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeBusiness Value Interfaces Business ValuePolicies, Principles, and Basic Concepts Information Management within the Policies, Principles, and Basic ConceptsTriggers, Inputs, Outputs, and Process Financial Management for IT Services Triggers, Inputs, Outputs, and ProcessInterfaces Process InterfacesInformation Management within the CSFs and KPIs Information Management within theFinancial Management for IT Services Challenges and Risks Financial Management for IT ServicesProcess Key Roles and Responsibilities ProcessCSFs and KPIs Importance of Demand Management to CSFs and KPIsChallenges and Risks Managing Services throughout their Challenges and RisksKey Roles and Responsibilities Lifecycle Key Roles and ResponsibilitiesImportance of Demand Management to Purpose, Objectives, and Scope Importance of Demand Management toManaging Services throughout their Business Value Managing Services throughout theirLifecycle Policies, Principles, and Basic Concepts LifecyclePurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeBusiness Value Interfaces Business ValuePolicies, Principles, and Basic Concepts Information Management within the Policies, Principles, and Basic ConceptsTriggers, Inputs, Outputs, and Process Demand Management Process Triggers, Inputs, Outputs, and ProcessInterfaces CSFs and KPIs InterfacesInformation Management within the Demand Challenges and Risks Information Management within theManagement Process Key Roles and Responsibilities Demand Management ProcessCSFs and KPIs Importance of the Service Catalog to the CSFs and KPIsChallenges and Risks Service Lifecycle Challenges and RisksKey Roles and Responsibilities Purpose, Objectives, and Scope Key Roles and ResponsibilitiesImportance of the Service Catalog to the Business Value Importance of the Service Catalog to theService Lifecycle Policies, Principles, and Basic Concepts Service LifecyclePurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeBusiness Value Interfaces Business ValuePolicies, Principles, and Basic Concepts Information Management within the Policies, Principles, and Basic ConceptsTriggers, Inputs, Outputs, and Process Service Catalog Management Process Triggers, Inputs, Outputs, and ProcessInterfaces CSFs and KPIs InterfacesInformation Management within the Service Challenges and Risks Information Management within theCatalog Management Process Production of a Service Catalog Service Catalog Management ProcessCSFs and KPIs Key Roles and Responsibilities of Service CSFs and KPIsChallenges and Risks Catalog Management Challenges and RisksProduction of a Service Catalog Importance of Service Level Production of a Service CatalogKey Roles and Responsibilities of Service Management to the Service Lifecycle Key Roles and Responsibilities of ServiceCatalog Management Purpose, Objectives, and Scope Catalog ManagementImportance of Service Level Management to Business Value Importance of Service Level Managementthe Service Lifecycle Policies, Principles, and Basic Concepts to the Service LifecyclePurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeBusiness Value Interfaces Business ValuePolicies, Principles, and Basic Concepts Information Management within the Policies, Principles, and Basic ConceptsTriggers, Inputs, Outputs, and Process Service Level Management Process Triggers, Inputs, Outputs, and ProcessInterfaces CSFs and KPIs InterfacesInformation Management within the Service Challenges and Risks Information Management within theLevel Management Process Contents of Service and Operational Service Level Management ProcessCSFs and KPIs Level Agreements (SLAs and OLAs) CSFs and KPIsChallenges and Risks Key Roles and Responsibilities Challenges and RisksContents of Service and Operational Level Purpose, Objectives, and Scope Contents of Service and Operational Level


Agreements (SLAs and OLAs) Business Value Agreements (SLAs and OLAs)Key Roles and Responsibilities Policies, Principles, and Basic Concepts Key Roles and ResponsibilitiesPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeBusiness Value Interfaces Business ValuePolicies, Principles, and Basic Concepts Information Management within the Policies, Principles, and Basic ConceptsTriggers, Inputs, Outputs, and Process Supplier Management Process Triggers, Inputs, Outputs, and ProcessInterfaces CSFs and KPIs InterfacesInformation Management within the Supplier Challenges and Risks Information Management within theManagement Process Key Roles and Responsibilities Supplier Management ProcessCSFs and KPIs Generic Requirements for Service CSFs and KPIsChallenges and Risks Management Technologies Challenges and RisksKey Roles and Responsibilities Evaluation Criteria for Technology and Key Roles and ResponsibilitiesGeneric Requirements for Service Tooling for Process Implementation Generic Requirements for ServiceManagement Technologies Good Procedures for Practice and Management TechnologiesEvaluation Criteria for Technology and Process Implementation Evaluation Criteria for Technology andTooling for Process Implementation Challenges, CSFs, and Risks Related to Tooling for Process ImplementationGood Procedures for Practice and Process Implementing Practices and Processes Good Procedures for Practice and ProcessImplementation How to Plan and Implement Service ImplementationChallenges, CSFs, and Risks Related to Management Technologies Challenges, CSFs, and Risks Related toImplementing Practices and Processes Implementing Practices and ProcessesHow to Plan and Implement Service How to Plan and Implement ServiceManagement Technologies line Management Technologies


line Purpose, Objectives, Scope, and Value lineHow Service Offerings and Agreements of Strategy Management for IT Services How Service Offerings and AgreementsPractices Support the Service Lifecycle# and the Design Coordination Process Practices Support the Service Lifecycle#Purpose, Objectives, Scope, and Value of Successful Services Depend on the Purpose, Objectives, Scope, and Value ofStrategy Management for IT Services and Customer's Perception of Utility and Strategy Management for IT Services andthe Design Coordination Process Warranty the Design Coordination ProcessSuccessful Services Depend on the Relevance of Business Cases and Successful Services Depend on theCustomer's Perception of Utility and Return-on-Investment to Service Customer's Perception of Utility andWarranty Offerings and Agreements Practices WarrantyRelevance of Business Cases and Purpose, Objectives, and Scope Relevance of Business Cases andReturn-on-Investment to Service Offerings Business Value Return-on-Investment to Service Offeringsand Agreements Practices Policies, Principles, and Basic Concepts and Agreements PracticesPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeBusiness Value Interfaces Business ValuePolicies, Principles, and Basic Concepts Information Management within the Policies, Principles, and Basic ConceptsTriggers, Inputs, Outputs, and Process Business Relationship Management Triggers, Inputs, Outputs, and ProcessInterfaces Process InterfacesInformation Management within the CSFs and KPIs Information Management within theBusiness Relationship Management Challenges and Risks Business Relationship ManagementProcess Key Roles and Responsibilities ProcessCSFs and KPIs Service Portfolio CSFs and KPIsChallenges and Risks Purpose, Objectives, and Scope Challenges and RisksKey Roles and Responsibilities Business Value Key Roles and ResponsibilitiesService Portfolio Policies, Principles, and Basic Concepts Service PortfolioPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeBusiness Value Interfaces Business ValuePolicies, Principles, and Basic Concepts Information Management within the Policies, Principles, and Basic ConceptsTriggers, Inputs, Outputs, and Process Service Portfolio Management Process Triggers, Inputs, Outputs, and ProcessInterfaces CSFs and KPIs InterfacesInformation Management within the Service Challenges and Risks Information Management within thePortfolio Management Process Key Roles and Responsibilities Service Portfolio Management ProcessCSFs and KPIs Purpose, Objectives, and Scope CSFs and KPIsChallenges and Risks Business Value Challenges and RisksKey Roles and Responsibilities Policies, Principles, and Basic Concepts Key Roles and ResponsibilitiesPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeBusiness Value Interfaces Business ValuePolicies, Principles, and Basic Concepts Information Management within the Policies, Principles, and Basic ConceptsTriggers, Inputs, Outputs, and Process Financial Management for IT Services Triggers, Inputs, Outputs, and ProcessInterfaces Process InterfacesInformation Management within the CSFs and KPIs Information Management within theFinancial Management for IT Services Challenges and Risks Financial Management for IT ServicesProcess Key Roles and Responsibilities Process


CSFs and KPIs Importance of Demand Management to CSFs and KPIsChallenges and Risks Managing Services throughout their Challenges and RisksKey Roles and Responsibilities Lifecycle Key Roles and ResponsibilitiesImportance of Demand Management to Purpose, Objectives, and Scope Importance of Demand Management toManaging Services throughout their Business Value Managing Services throughout theirLifecycle Policies, Principles, and Basic Concepts LifecyclePurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeBusiness Value Interfaces Business ValuePolicies, Principles, and Basic Concepts Information Management within the Policies, Principles, and Basic ConceptsTriggers, Inputs, Outputs, and Process Demand Management Process Triggers, Inputs, Outputs, and ProcessInterfaces CSFs and KPIs InterfacesInformation Management within the Demand Challenges and Risks Information Management within theManagement Process Key Roles and Responsibilities Demand Management ProcessCSFs and KPIs Importance of the Service Catalog to the CSFs and KPIsChallenges and Risks Service Lifecycle Challenges and RisksKey Roles and Responsibilities Purpose, Objectives, and Scope Key Roles and ResponsibilitiesImportance of the Service Catalog to the Business Value Importance of the Service Catalog to theService Lifecycle Policies, Principles, and Basic Concepts Service LifecyclePurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeBusiness Value Interfaces Business ValuePolicies, Principles, and Basic Concepts Information Management within the Policies, Principles, and Basic ConceptsTriggers, Inputs, Outputs, and Process Service Catalog Management Process Triggers, Inputs, Outputs, and ProcessInterfaces CSFs and KPIs InterfacesInformation Management within the Service Challenges and Risks Information Management within theCatalog Management Process Production of a Service Catalog Service Catalog Management ProcessCSFs and KPIs Key Roles and Responsibilities of Service CSFs and KPIsChallenges and Risks Catalog Management Challenges and RisksProduction of a Service Catalog Importance of Service Level Production of a Service CatalogKey Roles and Responsibilities of Service Management to the Service Lifecycle Key Roles and Responsibilities of ServiceCatalog Management Purpose, Objectives, and Scope Catalog ManagementImportance of Service Level Management to Business Value Importance of Service Level Managementthe Service Lifecycle Policies, Principles, and Basic Concepts to the Service LifecyclePurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeBusiness Value Interfaces Business ValuePolicies, Principles, and Basic Concepts Information Management within the Policies, Principles, and Basic ConceptsTriggers, Inputs, Outputs, and Process Service Level Management Process Triggers, Inputs, Outputs, and ProcessInterfaces CSFs and KPIs InterfacesInformation Management within the Service Challenges and Risks Information Management within theLevel Management Process Contents of Service and Operational Service Level Management ProcessCSFs and KPIs Level Agreements (SLAs and OLAs) CSFs and KPIsChallenges and Risks Key Roles and Responsibilities Challenges and RisksContents of Service and Operational Level Purpose, Objectives, and Scope Contents of Service and Operational LevelAgreements (SLAs and OLAs) Business Value Agreements (SLAs and OLAs)Key Roles and Responsibilities Policies, Principles, and Basic Concepts Key Roles and ResponsibilitiesPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeBusiness Value Interfaces Business ValuePolicies, Principles, and Basic Concepts Information Management within the Policies, Principles, and Basic ConceptsTriggers, Inputs, Outputs, and Process Supplier Management Process Triggers, Inputs, Outputs, and ProcessInterfaces CSFs and KPIs InterfacesInformation Management within the Supplier Challenges and Risks Information Management within theManagement Process Key Roles and Responsibilities Supplier Management ProcessCSFs and KPIs Generic Requirements for Service CSFs and KPIsChallenges and Risks Management Technologies Challenges and RisksKey Roles and Responsibilities Evaluation Criteria for Technology and Key Roles and ResponsibilitiesGeneric Requirements for Service Tooling for Process Implementation Generic Requirements for ServiceManagement Technologies Good Procedures for Practice and Management TechnologiesEvaluation Criteria for Technology and Process Implementation Evaluation Criteria for Technology andTooling for Process Implementation Challenges, CSFs, and Risks Related to Tooling for Process ImplementationGood Procedures for Practice and Process Implementing Practices and Processes Good Procedures for Practice and ProcessImplementation How to Plan and Implement Service ImplementationChallenges, CSFs, and Risks Related to Management Technologies Challenges, CSFs, and Risks Related toImplementing Practices and Processes Implementing Practices and ProcessesHow to Plan and Implement Service How to Plan and Implement ServiceManagement Technologies line Management Technologies



line Purpose, Objectives, Scope, and Value lineHow Service Offerings and Agreements of Strategy Management for IT Services How Service Offerings and AgreementsPractices Support the Service Lifecycle# and the Design Coordination Process Practices Support the Service Lifecycle#Purpose, Objectives, Scope, and Value of Successful Services Depend on the Purpose, Objectives, Scope, and Value ofStrategy Management for IT Services and Customer's Perception of Utility and Strategy Management for IT Services andthe Design Coordination Process Warranty the Design Coordination ProcessSuccessful Services Depend on the Relevance of Business Cases and Successful Services Depend on theCustomer's Perception of Utility and Return-on-Investment to Service Customer's Perception of Utility andWarranty Offerings and Agreements Practices WarrantyRelevance of Business Cases and Purpose, Objectives, and Scope Relevance of Business Cases andReturn-on-Investment to Service Offerings Business Value Return-on-Investment to Service Offeringsand Agreements Practices Policies, Principles, and Basic Concepts and Agreements PracticesPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeBusiness Value Interfaces Business ValuePolicies, Principles, and Basic Concepts Information Management within the Policies, Principles, and Basic ConceptsTriggers, Inputs, Outputs, and Process Business Relationship Management Triggers, Inputs, Outputs, and ProcessInterfaces Process InterfacesInformation Management within the CSFs and KPIs Information Management within theBusiness Relationship Management Challenges and Risks Business Relationship ManagementProcess Key Roles and Responsibilities ProcessCSFs and KPIs Service Portfolio CSFs and KPIsChallenges and Risks Purpose, Objectives, and Scope Challenges and RisksKey Roles and Responsibilities Business Value Key Roles and ResponsibilitiesService Portfolio Policies, Principles, and Basic Concepts Service PortfolioPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeBusiness Value Interfaces Business ValuePolicies, Principles, and Basic Concepts Information Management within the Policies, Principles, and Basic ConceptsTriggers, Inputs, Outputs, and Process Service Portfolio Management Process Triggers, Inputs, Outputs, and ProcessInterfaces CSFs and KPIs InterfacesInformation Management within the Service Challenges and Risks Information Management within thePortfolio Management Process Key Roles and Responsibilities Service Portfolio Management ProcessCSFs and KPIs Purpose, Objectives, and Scope CSFs and KPIsChallenges and Risks Business Value Challenges and RisksKey Roles and Responsibilities Policies, Principles, and Basic Concepts Key Roles and ResponsibilitiesPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeBusiness Value Interfaces Business ValuePolicies, Principles, and Basic Concepts Information Management within the Policies, Principles, and Basic ConceptsTriggers, Inputs, Outputs, and Process Financial Management for IT Services Triggers, Inputs, Outputs, and ProcessInterfaces Process InterfacesInformation Management within the CSFs and KPIs Information Management within theFinancial Management for IT Services Challenges and Risks Financial Management for IT ServicesProcess Key Roles and Responsibilities ProcessCSFs and KPIs Importance of Demand Management to CSFs and KPIsChallenges and Risks Managing Services throughout their Challenges and RisksKey Roles and Responsibilities Lifecycle Key Roles and ResponsibilitiesImportance of Demand Management to Purpose, Objectives, and Scope Importance of Demand Management toManaging Services throughout their Business Value Managing Services throughout theirLifecycle Policies, Principles, and Basic Concepts LifecyclePurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeBusiness Value Interfaces Business ValuePolicies, Principles, and Basic Concepts Information Management within the Policies, Principles, and Basic ConceptsTriggers, Inputs, Outputs, and Process Demand Management Process Triggers, Inputs, Outputs, and ProcessInterfaces CSFs and KPIs InterfacesInformation Management within the Demand Challenges and Risks Information Management within theManagement Process Key Roles and Responsibilities Demand Management ProcessCSFs and KPIs Importance of the Service Catalog to the CSFs and KPIsChallenges and Risks Service Lifecycle Challenges and RisksKey Roles and Responsibilities Purpose, Objectives, and Scope Key Roles and ResponsibilitiesImportance of the Service Catalog to the Business Value Importance of the Service Catalog to theService Lifecycle Policies, Principles, and Basic Concepts Service LifecyclePurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeBusiness Value Interfaces Business ValuePolicies, Principles, and Basic Concepts Information Management within the Policies, Principles, and Basic ConceptsTriggers, Inputs, Outputs, and Process Service Catalog Management Process Triggers, Inputs, Outputs, and ProcessInterfaces CSFs and KPIs InterfacesInformation Management within the Service Challenges and Risks Information Management within the


Catalog Management Process Production of a Service Catalog Service Catalog Management ProcessCSFs and KPIs Key Roles and Responsibilities of Service CSFs and KPIsChallenges and Risks Catalog Management Challenges and RisksProduction of a Service Catalog Importance of Service Level Production of a Service CatalogKey Roles and Responsibilities of Service Management to the Service Lifecycle Key Roles and Responsibilities of ServiceCatalog Management Purpose, Objectives, and Scope Catalog ManagementImportance of Service Level Management to Business Value Importance of Service Level Managementthe Service Lifecycle Policies, Principles, and Basic Concepts to the Service LifecyclePurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeBusiness Value Interfaces Business ValuePolicies, Principles, and Basic Concepts Information Management within the Policies, Principles, and Basic ConceptsTriggers, Inputs, Outputs, and Process Service Level Management Process Triggers, Inputs, Outputs, and ProcessInterfaces CSFs and KPIs InterfacesInformation Management within the Service Challenges and Risks Information Management within theLevel Management Process Contents of Service and Operational Service Level Management ProcessCSFs and KPIs Level Agreements (SLAs and OLAs) CSFs and KPIsChallenges and Risks Key Roles and Responsibilities Challenges and RisksContents of Service and Operational Level Purpose, Objectives, and Scope Contents of Service and Operational LevelAgreements (SLAs and OLAs) Business Value Agreements (SLAs and OLAs)Key Roles and Responsibilities Policies, Principles, and Basic Concepts Key Roles and ResponsibilitiesPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeBusiness Value Interfaces Business ValuePolicies, Principles, and Basic Concepts Information Management within the Policies, Principles, and Basic ConceptsTriggers, Inputs, Outputs, and Process Supplier Management Process Triggers, Inputs, Outputs, and ProcessInterfaces CSFs and KPIs InterfacesInformation Management within the Supplier Challenges and Risks Information Management within theManagement Process Key Roles and Responsibilities Supplier Management ProcessCSFs and KPIs Generic Requirements for Service CSFs and KPIsChallenges and Risks Management Technologies Challenges and RisksKey Roles and Responsibilities Evaluation Criteria for Technology and Key Roles and ResponsibilitiesGeneric Requirements for Service Tooling for Process Implementation Generic Requirements for ServiceManagement Technologies Good Procedures for Practice and Management TechnologiesEvaluation Criteria for Technology and Process Implementation Evaluation Criteria for Technology andTooling for Process Implementation Challenges, CSFs, and Risks Related to Tooling for Process ImplementationGood Procedures for Practice and Process Implementing Practices and Processes Good Procedures for Practice and ProcessImplementation How to Plan and Implement Service ImplementationChallenges, CSFs, and Risks Related to Management Technologies Challenges, CSFs, and Risks Related toImplementing Practices and Processes Implementing Practices and ProcessesHow to Plan and Implement Service How to Plan and Implement ServiceManagement Technologies line Management Technologies


line Purpose, Objectives, Scope, and Value lineHow Service Offerings and Agreements of Strategy Management for IT Services How Service Offerings and AgreementsPractices Support the Service Lifecycle# and the Design Coordination Process Practices Support the Service Lifecycle#Purpose, Objectives, Scope, and Value of Successful Services Depend on the Purpose, Objectives, Scope, and Value ofStrategy Management for IT Services and Customer's Perception of Utility and Strategy Management for IT Services andthe Design Coordination Process Warranty the Design Coordination ProcessSuccessful Services Depend on the Relevance of Business Cases and Successful Services Depend on theCustomer's Perception of Utility and Return-on-Investment to Service Customer's Perception of Utility andWarranty Offerings and Agreements Practices WarrantyRelevance of Business Cases and Purpose, Objectives, and Scope Relevance of Business Cases andReturn-on-Investment to Service Offerings Business Value Return-on-Investment to Service Offeringsand Agreements Practices Policies, Principles, and Basic Concepts and Agreements PracticesPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeBusiness Value Interfaces Business ValuePolicies, Principles, and Basic Concepts Information Management within the Policies, Principles, and Basic ConceptsTriggers, Inputs, Outputs, and Process Business Relationship Management Triggers, Inputs, Outputs, and ProcessInterfaces Process InterfacesInformation Management within the CSFs and KPIs Information Management within theBusiness Relationship Management Challenges and Risks Business Relationship ManagementProcess Key Roles and Responsibilities ProcessCSFs and KPIs Service Portfolio CSFs and KPIsChallenges and Risks Purpose, Objectives, and Scope Challenges and RisksKey Roles and Responsibilities Business Value Key Roles and ResponsibilitiesService Portfolio Policies, Principles, and Basic Concepts Service Portfolio


Purpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeBusiness Value Interfaces Business ValuePolicies, Principles, and Basic Concepts Information Management within the Policies, Principles, and Basic ConceptsTriggers, Inputs, Outputs, and Process Service Portfolio Management Process Triggers, Inputs, Outputs, and ProcessInterfaces CSFs and KPIs InterfacesInformation Management within the Service Challenges and Risks Information Management within thePortfolio Management Process Key Roles and Responsibilities Service Portfolio Management ProcessCSFs and KPIs Purpose, Objectives, and Scope CSFs and KPIsChallenges and Risks Business Value Challenges and RisksKey Roles and Responsibilities Policies, Principles, and Basic Concepts Key Roles and ResponsibilitiesPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeBusiness Value Interfaces Business ValuePolicies, Principles, and Basic Concepts Information Management within the Policies, Principles, and Basic ConceptsTriggers, Inputs, Outputs, and Process Financial Management for IT Services Triggers, Inputs, Outputs, and ProcessInterfaces Process InterfacesInformation Management within the CSFs and KPIs Information Management within theFinancial Management for IT Services Challenges and Risks Financial Management for IT ServicesProcess Key Roles and Responsibilities ProcessCSFs and KPIs Importance of Demand Management to CSFs and KPIsChallenges and Risks Managing Services throughout their Challenges and RisksKey Roles and Responsibilities Lifecycle Key Roles and ResponsibilitiesImportance of Demand Management to Purpose, Objectives, and Scope Importance of Demand Management toManaging Services throughout their Business Value Managing Services throughout theirLifecycle Policies, Principles, and Basic Concepts LifecyclePurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeBusiness Value Interfaces Business ValuePolicies, Principles, and Basic Concepts Information Management within the Policies, Principles, and Basic ConceptsTriggers, Inputs, Outputs, and Process Demand Management Process Triggers, Inputs, Outputs, and ProcessInterfaces CSFs and KPIs InterfacesInformation Management within the Demand Challenges and Risks Information Management within theManagement Process Key Roles and Responsibilities Demand Management ProcessCSFs and KPIs Importance of the Service Catalog to the CSFs and KPIsChallenges and Risks Service Lifecycle Challenges and RisksKey Roles and Responsibilities Purpose, Objectives, and Scope Key Roles and ResponsibilitiesImportance of the Service Catalog to the Business Value Importance of the Service Catalog to theService Lifecycle Policies, Principles, and Basic Concepts Service LifecyclePurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeBusiness Value Interfaces Business ValuePolicies, Principles, and Basic Concepts Information Management within the Policies, Principles, and Basic ConceptsTriggers, Inputs, Outputs, and Process Service Catalog Management Process Triggers, Inputs, Outputs, and ProcessInterfaces CSFs and KPIs InterfacesInformation Management within the Service Challenges and Risks Information Management within theCatalog Management Process Production of a Service Catalog Service Catalog Management ProcessCSFs and KPIs Key Roles and Responsibilities of Service CSFs and KPIsChallenges and Risks Catalog Management Challenges and RisksProduction of a Service Catalog Importance of Service Level Production of a Service CatalogKey Roles and Responsibilities of Service Management to the Service Lifecycle Key Roles and Responsibilities of ServiceCatalog Management Purpose, Objectives, and Scope Catalog ManagementImportance of Service Level Management to Business Value Importance of Service Level Managementthe Service Lifecycle Policies, Principles, and Basic Concepts to the Service LifecyclePurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeBusiness Value Interfaces Business ValuePolicies, Principles, and Basic Concepts Information Management within the Policies, Principles, and Basic ConceptsTriggers, Inputs, Outputs, and Process Service Level Management Process Triggers, Inputs, Outputs, and ProcessInterfaces CSFs and KPIs InterfacesInformation Management within the Service Challenges and Risks Information Management within theLevel Management Process Contents of Service and Operational Service Level Management ProcessCSFs and KPIs Level Agreements (SLAs and OLAs) CSFs and KPIsChallenges and Risks Key Roles and Responsibilities Challenges and RisksContents of Service and Operational Level Purpose, Objectives, and Scope Contents of Service and Operational LevelAgreements (SLAs and OLAs) Business Value Agreements (SLAs and OLAs)Key Roles and Responsibilities Policies, Principles, and Basic Concepts Key Roles and ResponsibilitiesPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeBusiness Value Interfaces Business ValuePolicies, Principles, and Basic Concepts Information Management within the Policies, Principles, and Basic ConceptsTriggers, Inputs, Outputs, and Process Supplier Management Process Triggers, Inputs, Outputs, and Process


Interfaces CSFs and KPIs InterfacesInformation Management within the Supplier Challenges and Risks Information Management within theManagement Process Key Roles and Responsibilities Supplier Management ProcessCSFs and KPIs Generic Requirements for Service CSFs and KPIsChallenges and Risks Management Technologies Challenges and RisksKey Roles and Responsibilities Evaluation Criteria for Technology and Key Roles and ResponsibilitiesGeneric Requirements for Service Tooling for Process Implementation Generic Requirements for ServiceManagement Technologies Good Procedures for Practice and Management TechnologiesEvaluation Criteria for Technology and Process Implementation Evaluation Criteria for Technology andTooling for Process Implementation Challenges, CSFs, and Risks Related to Tooling for Process ImplementationGood Procedures for Practice and Process Implementing Practices and Processes Good Procedures for Practice and ProcessImplementation How to Plan and Implement Service ImplementationChallenges, CSFs, and Risks Related to Management Technologies Challenges, CSFs, and Risks Related toImplementing Practices and Processes Implementing Practices and ProcessesHow to Plan and Implement Service How to Plan and Implement ServiceManagement Technologies line Management Technologies

How Service Offerings and AgreementsBusiness Relationship Management Practices Support the Service Lifecycle#line Purpose, Objectives, Scope, and Value line

of Strategy Management for IT Services How Service Offerings and Agreementsand the Design Coordination Process Practices Support the Service Lifecycle#

line Successful Services Depend on the Purpose, Objectives, Scope, and Value ofHow Service Offerings and Agreements Customer's Perception of Utility and Strategy Management for IT Services andPractices Support the Service Lifecycle# Warranty the Design Coordination ProcessPurpose, Objectives, Scope, and Value of Relevance of Business Cases and Successful Services Depend on theStrategy Management for IT Services and Return-on-Investment to Service Customer's Perception of Utility andthe Design Coordination Process Offerings and Agreements Practices WarrantySuccessful Services Depend on the Purpose, Objectives, and Scope Relevance of Business Cases andCustomer's Perception of Utility and Business Value Return-on-Investment to Service OfferingsWarranty Policies, Principles, and Basic Concepts and Agreements PracticesRelevance of Business Cases and Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeReturn-on-Investment to Service Offerings Interfaces Business Valueand Agreements Practices Information Management within the Policies, Principles, and Basic ConceptsPurpose, Objectives, and Scope Business Relationship Management Triggers, Inputs, Outputs, and ProcessBusiness Value Process InterfacesPolicies, Principles, and Basic Concepts CSFs and KPIs Information Management within theTriggers, Inputs, Outputs, and Process Challenges and Risks Business Relationship ManagementInterfaces Key Roles and Responsibilities ProcessInformation Management within the Service Portfolio CSFs and KPIsBusiness Relationship Management Purpose, Objectives, and Scope Challenges and RisksProcess Business Value Key Roles and ResponsibilitiesCSFs and KPIs Policies, Principles, and Basic Concepts Service PortfolioChallenges and Risks Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeKey Roles and Responsibilities Interfaces Business ValueService Portfolio Information Management within the Policies, Principles, and Basic ConceptsPurpose, Objectives, and Scope Service Portfolio Management Process Triggers, Inputs, Outputs, and ProcessBusiness Value CSFs and KPIs InterfacesPolicies, Principles, and Basic Concepts Challenges and Risks Information Management within theTriggers, Inputs, Outputs, and Process Key Roles and Responsibilities Service Portfolio Management ProcessInterfaces Purpose, Objectives, and Scope CSFs and KPIsInformation Management within the Service Business Value Challenges and RisksPortfolio Management Process Policies, Principles, and Basic Concepts Key Roles and ResponsibilitiesCSFs and KPIs Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeChallenges and Risks Interfaces Business ValueKey Roles and Responsibilities Information Management within the Policies, Principles, and Basic ConceptsPurpose, Objectives, and Scope Financial Management for IT Services Triggers, Inputs, Outputs, and ProcessBusiness Value Process InterfacesPolicies, Principles, and Basic Concepts CSFs and KPIs Information Management within theTriggers, Inputs, Outputs, and Process Challenges and Risks Financial Management for IT ServicesInterfaces Key Roles and Responsibilities ProcessInformation Management within the Importance of Demand Management to CSFs and KPIsFinancial Management for IT Services Managing Services throughout their Challenges and RisksProcess Lifecycle Key Roles and ResponsibilitiesCSFs and KPIs Purpose, Objectives, and Scope Importance of Demand Management toChallenges and Risks Business Value Managing Services throughout theirKey Roles and Responsibilities Policies, Principles, and Basic Concepts Lifecycle


Importance of Demand Management to Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeManaging Services throughout their Interfaces Business ValueLifecycle Information Management within the Policies, Principles, and Basic ConceptsPurpose, Objectives, and Scope Demand Management Process Triggers, Inputs, Outputs, and ProcessBusiness Value CSFs and KPIs InterfacesPolicies, Principles, and Basic Concepts Challenges and Risks Information Management within theTriggers, Inputs, Outputs, and Process Key Roles and Responsibilities Demand Management ProcessInterfaces Importance of the Service Catalog to the CSFs and KPIsInformation Management within the Demand Service Lifecycle Challenges and RisksManagement Process Purpose, Objectives, and Scope Key Roles and ResponsibilitiesCSFs and KPIs Business Value Importance of the Service Catalog to theChallenges and Risks Policies, Principles, and Basic Concepts Service LifecycleKey Roles and Responsibilities Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeImportance of the Service Catalog to the Interfaces Business ValueService Lifecycle Information Management within the Policies, Principles, and Basic ConceptsPurpose, Objectives, and Scope Service Catalog Management Process Triggers, Inputs, Outputs, and ProcessBusiness Value CSFs and KPIs InterfacesPolicies, Principles, and Basic Concepts Challenges and Risks Information Management within theTriggers, Inputs, Outputs, and Process Production of a Service Catalog Service Catalog Management ProcessInterfaces Key Roles and Responsibilities of Service CSFs and KPIsInformation Management within the Service Catalog Management Challenges and RisksCatalog Management Process Importance of Service Level Production of a Service CatalogCSFs and KPIs Management to the Service Lifecycle Key Roles and Responsibilities of ServiceChallenges and Risks Purpose, Objectives, and Scope Catalog ManagementProduction of a Service Catalog Business Value Importance of Service Level ManagementKey Roles and Responsibilities of Service Policies, Principles, and Basic Concepts to the Service LifecycleCatalog Management Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeImportance of Service Level Management to Interfaces Business Valuethe Service Lifecycle Information Management within the Policies, Principles, and Basic ConceptsPurpose, Objectives, and Scope Service Level Management Process Triggers, Inputs, Outputs, and ProcessBusiness Value CSFs and KPIs InterfacesPolicies, Principles, and Basic Concepts Challenges and Risks Information Management within theTriggers, Inputs, Outputs, and Process Contents of Service and Operational Service Level Management ProcessInterfaces Level Agreements (SLAs and OLAs) CSFs and KPIsInformation Management within the Service Key Roles and Responsibilities Challenges and RisksLevel Management Process Purpose, Objectives, and Scope Contents of Service and Operational LevelCSFs and KPIs Business Value Agreements (SLAs and OLAs)Challenges and Risks Policies, Principles, and Basic Concepts Key Roles and ResponsibilitiesContents of Service and Operational Level Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeAgreements (SLAs and OLAs) Interfaces Business ValueKey Roles and Responsibilities Information Management within the Policies, Principles, and Basic ConceptsPurpose, Objectives, and Scope Supplier Management Process Triggers, Inputs, Outputs, and ProcessBusiness Value CSFs and KPIs InterfacesPolicies, Principles, and Basic Concepts Challenges and Risks Information Management within theTriggers, Inputs, Outputs, and Process Key Roles and Responsibilities Supplier Management ProcessInterfaces Generic Requirements for Service CSFs and KPIsInformation Management within the Supplier Management Technologies Challenges and RisksManagement Process Evaluation Criteria for Technology and Key Roles and ResponsibilitiesCSFs and KPIs Tooling for Process Implementation Generic Requirements for ServiceChallenges and Risks Good Procedures for Practice and Management TechnologiesKey Roles and Responsibilities Process Implementation Evaluation Criteria for Technology andGeneric Requirements for Service Challenges, CSFs, and Risks Related to Tooling for Process ImplementationManagement Technologies Implementing Practices and Processes Good Procedures for Practice and ProcessEvaluation Criteria for Technology and How to Plan and Implement Service ImplementationTooling for Process Implementation Management Technologies Challenges, CSFs, and Risks Related toGood Procedures for Practice and Process Implementing Practices and ProcessesImplementation How to Plan and Implement ServiceChallenges, CSFs, and Risks Related to line Management TechnologiesImplementing Practices and Processes How Service Offerings and AgreementsHow to Plan and Implement Service Practices Support the Service Lifecycle#Management Technologies Purpose, Objectives, Scope, and Value line


line Successful Services Depend on the Purpose, Objectives, Scope, and Value ofHow Service Offerings and Agreements Customer's Perception of Utility and Strategy Management for IT Services andPractices Support the Service Lifecycle# Warranty the Design Coordination Process


Purpose, Objectives, Scope, and Value of Relevance of Business Cases and Successful Services Depend on theStrategy Management for IT Services and Return-on-Investment to Service Customer's Perception of Utility andthe Design Coordination Process Offerings and Agreements Practices WarrantySuccessful Services Depend on the Purpose, Objectives, and Scope Relevance of Business Cases andCustomer's Perception of Utility and Business Value Return-on-Investment to Service OfferingsWarranty Policies, Principles, and Basic Concepts and Agreements PracticesRelevance of Business Cases and Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeReturn-on-Investment to Service Offerings Interfaces Business Valueand Agreements Practices Information Management within the Policies, Principles, and Basic ConceptsPurpose, Objectives, and Scope Business Relationship Management Triggers, Inputs, Outputs, and ProcessBusiness Value Process InterfacesPolicies, Principles, and Basic Concepts CSFs and KPIs Information Management within theTriggers, Inputs, Outputs, and Process Challenges and Risks Business Relationship ManagementInterfaces Key Roles and Responsibilities ProcessInformation Management within the Service Portfolio CSFs and KPIsBusiness Relationship Management Purpose, Objectives, and Scope Challenges and RisksProcess Business Value Key Roles and ResponsibilitiesCSFs and KPIs Policies, Principles, and Basic Concepts Service PortfolioChallenges and Risks Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeKey Roles and Responsibilities Interfaces Business ValueService Portfolio Information Management within the Policies, Principles, and Basic ConceptsPurpose, Objectives, and Scope Service Portfolio Management Process Triggers, Inputs, Outputs, and ProcessBusiness Value CSFs and KPIs InterfacesPolicies, Principles, and Basic Concepts Challenges and Risks Information Management within theTriggers, Inputs, Outputs, and Process Key Roles and Responsibilities Service Portfolio Management ProcessInterfaces Purpose, Objectives, and Scope CSFs and KPIsInformation Management within the Service Business Value Challenges and RisksPortfolio Management Process Policies, Principles, and Basic Concepts Key Roles and ResponsibilitiesCSFs and KPIs Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeChallenges and Risks Interfaces Business ValueKey Roles and Responsibilities Information Management within the Policies, Principles, and Basic ConceptsPurpose, Objectives, and Scope Financial Management for IT Services Triggers, Inputs, Outputs, and ProcessBusiness Value Process InterfacesPolicies, Principles, and Basic Concepts CSFs and KPIs Information Management within theTriggers, Inputs, Outputs, and Process Challenges and Risks Financial Management for IT ServicesInterfaces Key Roles and Responsibilities ProcessInformation Management within the Importance of Demand Management to CSFs and KPIsFinancial Management for IT Services Managing Services throughout their Challenges and RisksProcess Lifecycle Key Roles and ResponsibilitiesCSFs and KPIs Purpose, Objectives, and Scope Importance of Demand Management toChallenges and Risks Business Value Managing Services throughout theirKey Roles and Responsibilities Policies, Principles, and Basic Concepts LifecycleImportance of Demand Management to Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeManaging Services throughout their Interfaces Business ValueLifecycle Information Management within the Policies, Principles, and Basic ConceptsPurpose, Objectives, and Scope Demand Management Process Triggers, Inputs, Outputs, and ProcessBusiness Value CSFs and KPIs InterfacesPolicies, Principles, and Basic Concepts Challenges and Risks Information Management within theTriggers, Inputs, Outputs, and Process Key Roles and Responsibilities Demand Management ProcessInterfaces Importance of the Service Catalog to the CSFs and KPIsInformation Management within the Demand Service Lifecycle Challenges and RisksManagement Process Purpose, Objectives, and Scope Key Roles and ResponsibilitiesCSFs and KPIs Business Value Importance of the Service Catalog to theChallenges and Risks Policies, Principles, and Basic Concepts Service LifecycleKey Roles and Responsibilities Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeImportance of the Service Catalog to the Interfaces Business ValueService Lifecycle Information Management within the Policies, Principles, and Basic ConceptsPurpose, Objectives, and Scope Service Catalog Management Process Triggers, Inputs, Outputs, and ProcessBusiness Value CSFs and KPIs InterfacesPolicies, Principles, and Basic Concepts Challenges and Risks Information Management within theTriggers, Inputs, Outputs, and Process Production of a Service Catalog Service Catalog Management ProcessInterfaces Key Roles and Responsibilities of Service CSFs and KPIsInformation Management within the Service Catalog Management Challenges and RisksCatalog Management Process Importance of Service Level Production of a Service CatalogCSFs and KPIs Management to the Service Lifecycle Key Roles and Responsibilities of ServiceChallenges and Risks Purpose, Objectives, and Scope Catalog Management


Production of a Service Catalog Business Value Importance of Service Level ManagementKey Roles and Responsibilities of Service Policies, Principles, and Basic Concepts to the Service LifecycleCatalog Management Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeImportance of Service Level Management to Interfaces Business Valuethe Service Lifecycle Information Management within the Policies, Principles, and Basic ConceptsPurpose, Objectives, and Scope Service Level Management Process Triggers, Inputs, Outputs, and ProcessBusiness Value CSFs and KPIs InterfacesPolicies, Principles, and Basic Concepts Challenges and Risks Information Management within theTriggers, Inputs, Outputs, and Process Contents of Service and Operational Service Level Management ProcessInterfaces Level Agreements (SLAs and OLAs) CSFs and KPIsInformation Management within the Service Key Roles and Responsibilities Challenges and RisksLevel Management Process Purpose, Objectives, and Scope Contents of Service and Operational LevelCSFs and KPIs Business Value Agreements (SLAs and OLAs)Challenges and Risks Policies, Principles, and Basic Concepts Key Roles and ResponsibilitiesContents of Service and Operational Level Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeAgreements (SLAs and OLAs) Interfaces Business ValueKey Roles and Responsibilities Information Management within the Policies, Principles, and Basic ConceptsPurpose, Objectives, and Scope Supplier Management Process Triggers, Inputs, Outputs, and ProcessBusiness Value CSFs and KPIs InterfacesPolicies, Principles, and Basic Concepts Challenges and Risks Information Management within theTriggers, Inputs, Outputs, and Process Key Roles and Responsibilities Supplier Management ProcessInterfaces Generic Requirements for Service CSFs and KPIsInformation Management within the Supplier Management Technologies Challenges and RisksManagement Process Evaluation Criteria for Technology and Key Roles and ResponsibilitiesCSFs and KPIs Tooling for Process Implementation Generic Requirements for ServiceChallenges and Risks Good Procedures for Practice and Management TechnologiesKey Roles and Responsibilities Process Implementation Evaluation Criteria for Technology andGeneric Requirements for Service Challenges, CSFs, and Risks Related to Tooling for Process ImplementationManagement Technologies Implementing Practices and Processes Good Procedures for Practice and ProcessEvaluation Criteria for Technology and How to Plan and Implement Service ImplementationTooling for Process Implementation Management Technologies Challenges, CSFs, and Risks Related toGood Procedures for Practice and Process Implementing Practices and ProcessesImplementation Demand Management How to Plan and Implement ServiceChallenges, CSFs, and Risks Related to line Management TechnologiesImplementing Practices and ProcessesHow to Plan and Implement ServiceManagement Technologies line line

How Service Offerings and Agreements How Service Offerings and AgreementsPractices Support the Service Lifecycle# Practices Support the Service Lifecycle#

line Purpose, Objectives, Scope, and Value Purpose, Objectives, Scope, and Value ofHow Service Offerings and Agreements of Strategy Management for IT Services Strategy Management for IT Services andPractices Support the Service Lifecycle# and the Design Coordination Process the Design Coordination ProcessPurpose, Objectives, Scope, and Value of Successful Services Depend on the Successful Services Depend on theStrategy Management for IT Services and Customer's Perception of Utility and Customer's Perception of Utility andthe Design Coordination Process Warranty WarrantySuccessful Services Depend on the Relevance of Business Cases and Relevance of Business Cases andCustomer's Perception of Utility and Return-on-Investment to Service Return-on-Investment to Service OfferingsWarranty Offerings and Agreements Practices and Agreements PracticesRelevance of Business Cases and Purpose, Objectives, and Scope Purpose, Objectives, and ScopeReturn-on-Investment to Service Offerings Business Value Business Valueand Agreements Practices Policies, Principles, and Basic Concepts Policies, Principles, and Basic ConceptsPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Triggers, Inputs, Outputs, and ProcessBusiness Value Interfaces InterfacesPolicies, Principles, and Basic Concepts Information Management within the Information Management within theTriggers, Inputs, Outputs, and Process Business Relationship Management Business Relationship ManagementInterfaces Process ProcessInformation Management within the CSFs and KPIs CSFs and KPIsBusiness Relationship Management Challenges and Risks Challenges and RisksProcess Key Roles and Responsibilities Key Roles and ResponsibilitiesCSFs and KPIs Service Portfolio Service PortfolioChallenges and Risks Purpose, Objectives, and Scope Purpose, Objectives, and ScopeKey Roles and Responsibilities Business Value Business ValueService Portfolio Policies, Principles, and Basic Concepts Policies, Principles, and Basic ConceptsPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Triggers, Inputs, Outputs, and ProcessBusiness Value Interfaces InterfacesPolicies, Principles, and Basic Concepts Information Management within the Information Management within the


Triggers, Inputs, Outputs, and Process Service Portfolio Management Process Service Portfolio Management ProcessInterfaces CSFs and KPIs CSFs and KPIsInformation Management within the Service Challenges and Risks Challenges and RisksPortfolio Management Process Key Roles and Responsibilities Key Roles and ResponsibilitiesCSFs and KPIs Purpose, Objectives, and Scope Purpose, Objectives, and ScopeChallenges and Risks Business Value Business ValueKey Roles and Responsibilities Policies, Principles, and Basic Concepts Policies, Principles, and Basic ConceptsPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Triggers, Inputs, Outputs, and ProcessBusiness Value Interfaces InterfacesPolicies, Principles, and Basic Concepts Information Management within the Information Management within theTriggers, Inputs, Outputs, and Process Financial Management for IT Services Financial Management for IT ServicesInterfaces Process ProcessInformation Management within the CSFs and KPIs CSFs and KPIsFinancial Management for IT Services Challenges and Risks Challenges and RisksProcess Key Roles and Responsibilities Key Roles and ResponsibilitiesCSFs and KPIs Importance of Demand Management to Importance of Demand Management toChallenges and Risks Managing Services throughout their Managing Services throughout theirKey Roles and Responsibilities Lifecycle LifecycleImportance of Demand Management to Purpose, Objectives, and Scope Purpose, Objectives, and ScopeManaging Services throughout their Business Value Business ValueLifecycle Policies, Principles, and Basic Concepts Policies, Principles, and Basic ConceptsPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Triggers, Inputs, Outputs, and ProcessBusiness Value Interfaces InterfacesPolicies, Principles, and Basic Concepts Information Management within the Information Management within theTriggers, Inputs, Outputs, and Process Demand Management Process Demand Management ProcessInterfaces CSFs and KPIs CSFs and KPIsInformation Management within the Demand Challenges and Risks Challenges and RisksManagement Process Key Roles and Responsibilities Key Roles and ResponsibilitiesCSFs and KPIs Importance of the Service Catalog to the Importance of the Service Catalog to theChallenges and Risks Service Lifecycle Service LifecycleKey Roles and Responsibilities Purpose, Objectives, and Scope Purpose, Objectives, and ScopeImportance of the Service Catalog to the Business Value Business ValueService Lifecycle Policies, Principles, and Basic Concepts Policies, Principles, and Basic ConceptsPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Triggers, Inputs, Outputs, and ProcessBusiness Value Interfaces InterfacesPolicies, Principles, and Basic Concepts Information Management within the Information Management within theTriggers, Inputs, Outputs, and Process Service Catalog Management Process Service Catalog Management ProcessInterfaces CSFs and KPIs CSFs and KPIsInformation Management within the Service Challenges and Risks Challenges and RisksCatalog Management Process Production of a Service Catalog Production of a Service CatalogCSFs and KPIs Key Roles and Responsibilities of Service Key Roles and Responsibilities of ServiceChallenges and Risks Catalog Management Catalog ManagementProduction of a Service Catalog Importance of Service Level Importance of Service Level ManagementKey Roles and Responsibilities of Service Management to the Service Lifecycle to the Service LifecycleCatalog Management Purpose, Objectives, and Scope Purpose, Objectives, and ScopeImportance of Service Level Management to Business Value Business Valuethe Service Lifecycle Policies, Principles, and Basic Concepts Policies, Principles, and Basic ConceptsPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Triggers, Inputs, Outputs, and ProcessBusiness Value Interfaces InterfacesPolicies, Principles, and Basic Concepts Information Management within the Information Management within theTriggers, Inputs, Outputs, and Process Service Level Management Process Service Level Management ProcessInterfaces CSFs and KPIs CSFs and KPIsInformation Management within the Service Challenges and Risks Challenges and RisksLevel Management Process Contents of Service and Operational Contents of Service and Operational LevelCSFs and KPIs Level Agreements (SLAs and OLAs) Agreements (SLAs and OLAs)Challenges and Risks Key Roles and Responsibilities Key Roles and ResponsibilitiesContents of Service and Operational Level Purpose, Objectives, and Scope Purpose, Objectives, and ScopeAgreements (SLAs and OLAs) Business Value Business ValueKey Roles and Responsibilities Policies, Principles, and Basic Concepts Policies, Principles, and Basic ConceptsPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Triggers, Inputs, Outputs, and ProcessBusiness Value Interfaces InterfacesPolicies, Principles, and Basic Concepts Information Management within the Information Management within theTriggers, Inputs, Outputs, and Process Supplier Management Process Supplier Management ProcessInterfaces CSFs and KPIs CSFs and KPIsInformation Management within the Supplier Challenges and Risks Challenges and RisksManagement Process Key Roles and Responsibilities Key Roles and Responsibilities


CSFs and KPIs Generic Requirements for Service Generic Requirements for ServiceChallenges and Risks Management Technologies Management TechnologiesKey Roles and Responsibilities Evaluation Criteria for Technology and Evaluation Criteria for Technology andGeneric Requirements for Service Tooling for Process Implementation Tooling for Process ImplementationManagement Technologies Good Procedures for Practice and Good Procedures for Practice and ProcessEvaluation Criteria for Technology and Process Implementation ImplementationTooling for Process Implementation Challenges, CSFs, and Risks Related to Challenges, CSFs, and Risks Related toGood Procedures for Practice and Process Implementing Practices and Processes Implementing Practices and ProcessesImplementation How to Plan and Implement Service How to Plan and Implement ServiceChallenges, CSFs, and Risks Related to Management Technologies Management TechnologiesImplementing Practices and ProcessesHow to Plan and Implement ServiceManagement Technologies line line


line Purpose, Objectives, Scope, and Value Purpose, Objectives, Scope, and Value ofHow Service Offerings and Agreements of Strategy Management for IT Services Strategy Management for IT Services andPractices Support the Service Lifecycle# and the Design Coordination Process the Design Coordination ProcessPurpose, Objectives, Scope, and Value of Successful Services Depend on the Successful Services Depend on theStrategy Management for IT Services and Customer's Perception of Utility and Customer's Perception of Utility andthe Design Coordination Process Warranty WarrantySuccessful Services Depend on the Relevance of Business Cases and Relevance of Business Cases andCustomer's Perception of Utility and Return-on-Investment to Service Return-on-Investment to Service OfferingsWarranty Offerings and Agreements Practices and Agreements PracticesRelevance of Business Cases and Purpose, Objectives, and Scope Purpose, Objectives, and ScopeReturn-on-Investment to Service Offerings Business Value Business Valueand Agreements Practices Policies, Principles, and Basic Concepts Policies, Principles, and Basic ConceptsPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Triggers, Inputs, Outputs, and ProcessBusiness Value Interfaces InterfacesPolicies, Principles, and Basic Concepts Information Management within the Information Management within theTriggers, Inputs, Outputs, and Process Business Relationship Management Business Relationship ManagementInterfaces Process ProcessInformation Management within the CSFs and KPIs CSFs and KPIsBusiness Relationship Management Challenges and Risks Challenges and RisksProcess Key Roles and Responsibilities Key Roles and ResponsibilitiesCSFs and KPIs Service Portfolio Service PortfolioChallenges and Risks Purpose, Objectives, and Scope Purpose, Objectives, and ScopeKey Roles and Responsibilities Business Value Business ValueService Portfolio Policies, Principles, and Basic Concepts Policies, Principles, and Basic ConceptsPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Triggers, Inputs, Outputs, and ProcessBusiness Value Interfaces InterfacesPolicies, Principles, and Basic Concepts Information Management within the Information Management within theTriggers, Inputs, Outputs, and Process Service Portfolio Management Process Service Portfolio Management ProcessInterfaces CSFs and KPIs CSFs and KPIsInformation Management within the Service Challenges and Risks Challenges and RisksPortfolio Management Process Key Roles and Responsibilities Key Roles and ResponsibilitiesCSFs and KPIs Purpose, Objectives, and Scope Purpose, Objectives, and ScopeChallenges and Risks Business Value Business ValueKey Roles and Responsibilities Policies, Principles, and Basic Concepts Policies, Principles, and Basic ConceptsPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Triggers, Inputs, Outputs, and ProcessBusiness Value Interfaces InterfacesPolicies, Principles, and Basic Concepts Information Management within the Information Management within theTriggers, Inputs, Outputs, and Process Financial Management for IT Services Financial Management for IT ServicesInterfaces Process ProcessInformation Management within the CSFs and KPIs CSFs and KPIsFinancial Management for IT Services Challenges and Risks Challenges and RisksProcess Key Roles and Responsibilities Key Roles and ResponsibilitiesCSFs and KPIs Importance of Demand Management to Importance of Demand Management toChallenges and Risks Managing Services throughout their Managing Services throughout theirKey Roles and Responsibilities Lifecycle LifecycleImportance of Demand Management to Purpose, Objectives, and Scope Purpose, Objectives, and ScopeManaging Services throughout their Business Value Business ValueLifecycle Policies, Principles, and Basic Concepts Policies, Principles, and Basic ConceptsPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Triggers, Inputs, Outputs, and ProcessBusiness Value Interfaces InterfacesPolicies, Principles, and Basic Concepts Information Management within the Information Management within the


Triggers, Inputs, Outputs, and Process Demand Management Process Demand Management ProcessInterfaces CSFs and KPIs CSFs and KPIsInformation Management within the Demand Challenges and Risks Challenges and RisksManagement Process Key Roles and Responsibilities Key Roles and ResponsibilitiesCSFs and KPIs Importance of the Service Catalog to the Importance of the Service Catalog to theChallenges and Risks Service Lifecycle Service LifecycleKey Roles and Responsibilities Purpose, Objectives, and Scope Purpose, Objectives, and ScopeImportance of the Service Catalog to the Business Value Business ValueService Lifecycle Policies, Principles, and Basic Concepts Policies, Principles, and Basic ConceptsPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Triggers, Inputs, Outputs, and ProcessBusiness Value Interfaces InterfacesPolicies, Principles, and Basic Concepts Information Management within the Information Management within theTriggers, Inputs, Outputs, and Process Service Catalog Management Process Service Catalog Management ProcessInterfaces CSFs and KPIs CSFs and KPIsInformation Management within the Service Challenges and Risks Challenges and RisksCatalog Management Process Production of a Service Catalog Production of a Service CatalogCSFs and KPIs Key Roles and Responsibilities of Service Key Roles and Responsibilities of ServiceChallenges and Risks Catalog Management Catalog ManagementProduction of a Service Catalog Importance of Service Level Importance of Service Level ManagementKey Roles and Responsibilities of Service Management to the Service Lifecycle to the Service LifecycleCatalog Management Purpose, Objectives, and Scope Purpose, Objectives, and ScopeImportance of Service Level Management to Business Value Business Valuethe Service Lifecycle Policies, Principles, and Basic Concepts Policies, Principles, and Basic ConceptsPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Triggers, Inputs, Outputs, and ProcessBusiness Value Interfaces InterfacesPolicies, Principles, and Basic Concepts Information Management within the Information Management within theTriggers, Inputs, Outputs, and Process Service Level Management Process Service Level Management ProcessInterfaces CSFs and KPIs CSFs and KPIsInformation Management within the Service Challenges and Risks Challenges and RisksLevel Management Process Contents of Service and Operational Contents of Service and Operational LevelCSFs and KPIs Level Agreements (SLAs and OLAs) Agreements (SLAs and OLAs)Challenges and Risks Key Roles and Responsibilities Key Roles and ResponsibilitiesContents of Service and Operational Level Purpose, Objectives, and Scope Purpose, Objectives, and ScopeAgreements (SLAs and OLAs) Business Value Business ValueKey Roles and Responsibilities Policies, Principles, and Basic Concepts Policies, Principles, and Basic ConceptsPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Triggers, Inputs, Outputs, and ProcessBusiness Value Interfaces InterfacesPolicies, Principles, and Basic Concepts Information Management within the Information Management within theTriggers, Inputs, Outputs, and Process Supplier Management Process Supplier Management ProcessInterfaces CSFs and KPIs CSFs and KPIsInformation Management within the Supplier Challenges and Risks Challenges and RisksManagement Process Key Roles and Responsibilities Key Roles and ResponsibilitiesCSFs and KPIs Generic Requirements for Service Generic Requirements for ServiceChallenges and Risks Management Technologies Management TechnologiesKey Roles and Responsibilities Evaluation Criteria for Technology and Evaluation Criteria for Technology andGeneric Requirements for Service Tooling for Process Implementation Tooling for Process ImplementationManagement Technologies Good Procedures for Practice and Good Procedures for Practice and ProcessEvaluation Criteria for Technology and Process Implementation ImplementationTooling for Process Implementation Challenges, CSFs, and Risks Related to Challenges, CSFs, and Risks Related toGood Procedures for Practice and Process Implementing Practices and Processes Implementing Practices and ProcessesImplementation How to Plan and Implement Service How to Plan and Implement ServiceChallenges, CSFs, and Risks Related to Management Technologies Management TechnologiesImplementing Practices and ProcessesHow to Plan and Implement ServiceManagement Technologies line line


line Purpose, Objectives, Scope, and Value Purpose, Objectives, Scope, and Value ofHow Service Offerings and Agreements of Strategy Management for IT Services Strategy Management for IT Services andPractices Support the Service Lifecycle# and the Design Coordination Process the Design Coordination ProcessPurpose, Objectives, Scope, and Value of Successful Services Depend on the Successful Services Depend on theStrategy Management for IT Services and Customer's Perception of Utility and Customer's Perception of Utility andthe Design Coordination Process Warranty WarrantySuccessful Services Depend on the Relevance of Business Cases and Relevance of Business Cases andCustomer's Perception of Utility and Return-on-Investment to Service Return-on-Investment to Service OfferingsWarranty Offerings and Agreements Practices and Agreements Practices


Relevance of Business Cases and Purpose, Objectives, and Scope Purpose, Objectives, and ScopeReturn-on-Investment to Service Offerings Business Value Business Valueand Agreements Practices Policies, Principles, and Basic Concepts Policies, Principles, and Basic ConceptsPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Triggers, Inputs, Outputs, and ProcessBusiness Value Interfaces InterfacesPolicies, Principles, and Basic Concepts Information Management within the Information Management within theTriggers, Inputs, Outputs, and Process Business Relationship Management Business Relationship ManagementInterfaces Process ProcessInformation Management within the CSFs and KPIs CSFs and KPIsBusiness Relationship Management Challenges and Risks Challenges and RisksProcess Key Roles and Responsibilities Key Roles and ResponsibilitiesCSFs and KPIs Service Portfolio Service PortfolioChallenges and Risks Purpose, Objectives, and Scope Purpose, Objectives, and ScopeKey Roles and Responsibilities Business Value Business ValueService Portfolio Policies, Principles, and Basic Concepts Policies, Principles, and Basic ConceptsPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Triggers, Inputs, Outputs, and ProcessBusiness Value Interfaces InterfacesPolicies, Principles, and Basic Concepts Information Management within the Information Management within theTriggers, Inputs, Outputs, and Process Service Portfolio Management Process Service Portfolio Management ProcessInterfaces CSFs and KPIs CSFs and KPIsInformation Management within the Service Challenges and Risks Challenges and RisksPortfolio Management Process Key Roles and Responsibilities Key Roles and ResponsibilitiesCSFs and KPIs Purpose, Objectives, and Scope Purpose, Objectives, and ScopeChallenges and Risks Business Value Business ValueKey Roles and Responsibilities Policies, Principles, and Basic Concepts Policies, Principles, and Basic ConceptsPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Triggers, Inputs, Outputs, and ProcessBusiness Value Interfaces InterfacesPolicies, Principles, and Basic Concepts Information Management within the Information Management within theTriggers, Inputs, Outputs, and Process Financial Management for IT Services Financial Management for IT ServicesInterfaces Process ProcessInformation Management within the CSFs and KPIs CSFs and KPIsFinancial Management for IT Services Challenges and Risks Challenges and RisksProcess Key Roles and Responsibilities Key Roles and ResponsibilitiesCSFs and KPIs Importance of Demand Management to Importance of Demand Management toChallenges and Risks Managing Services throughout their Managing Services throughout theirKey Roles and Responsibilities Lifecycle LifecycleImportance of Demand Management to Purpose, Objectives, and Scope Purpose, Objectives, and ScopeManaging Services throughout their Business Value Business ValueLifecycle Policies, Principles, and Basic Concepts Policies, Principles, and Basic ConceptsPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Triggers, Inputs, Outputs, and ProcessBusiness Value Interfaces InterfacesPolicies, Principles, and Basic Concepts Information Management within the Information Management within theTriggers, Inputs, Outputs, and Process Demand Management Process Demand Management ProcessInterfaces CSFs and KPIs CSFs and KPIsInformation Management within the Demand Challenges and Risks Challenges and RisksManagement Process Key Roles and Responsibilities Key Roles and ResponsibilitiesCSFs and KPIs Importance of the Service Catalog to the Importance of the Service Catalog to theChallenges and Risks Service Lifecycle Service LifecycleKey Roles and Responsibilities Purpose, Objectives, and Scope Purpose, Objectives, and ScopeImportance of the Service Catalog to the Business Value Business ValueService Lifecycle Policies, Principles, and Basic Concepts Policies, Principles, and Basic ConceptsPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Triggers, Inputs, Outputs, and ProcessBusiness Value Interfaces InterfacesPolicies, Principles, and Basic Concepts Information Management within the Information Management within theTriggers, Inputs, Outputs, and Process Service Catalog Management Process Service Catalog Management ProcessInterfaces CSFs and KPIs CSFs and KPIsInformation Management within the Service Challenges and Risks Challenges and RisksCatalog Management Process Production of a Service Catalog Production of a Service CatalogCSFs and KPIs Key Roles and Responsibilities of Service Key Roles and Responsibilities of ServiceChallenges and Risks Catalog Management Catalog ManagementProduction of a Service Catalog Importance of Service Level Importance of Service Level ManagementKey Roles and Responsibilities of Service Management to the Service Lifecycle to the Service LifecycleCatalog Management Purpose, Objectives, and Scope Purpose, Objectives, and ScopeImportance of Service Level Management to Business Value Business Valuethe Service Lifecycle Policies, Principles, and Basic Concepts Policies, Principles, and Basic ConceptsPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Triggers, Inputs, Outputs, and Process


Business Value Interfaces InterfacesPolicies, Principles, and Basic Concepts Information Management within the Information Management within theTriggers, Inputs, Outputs, and Process Service Level Management Process Service Level Management ProcessInterfaces CSFs and KPIs CSFs and KPIsInformation Management within the Service Challenges and Risks Challenges and RisksLevel Management Process Contents of Service and Operational Contents of Service and Operational LevelCSFs and KPIs Level Agreements (SLAs and OLAs) Agreements (SLAs and OLAs)Challenges and Risks Key Roles and Responsibilities Key Roles and ResponsibilitiesContents of Service and Operational Level Purpose, Objectives, and Scope Purpose, Objectives, and ScopeAgreements (SLAs and OLAs) Business Value Business ValueKey Roles and Responsibilities Policies, Principles, and Basic Concepts Policies, Principles, and Basic ConceptsPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Triggers, Inputs, Outputs, and ProcessBusiness Value Interfaces InterfacesPolicies, Principles, and Basic Concepts Information Management within the Information Management within theTriggers, Inputs, Outputs, and Process Supplier Management Process Supplier Management ProcessInterfaces CSFs and KPIs CSFs and KPIsInformation Management within the Supplier Challenges and Risks Challenges and RisksManagement Process Key Roles and Responsibilities Key Roles and ResponsibilitiesCSFs and KPIs Generic Requirements for Service Generic Requirements for ServiceChallenges and Risks Management Technologies Management TechnologiesKey Roles and Responsibilities Evaluation Criteria for Technology and Evaluation Criteria for Technology andGeneric Requirements for Service Tooling for Process Implementation Tooling for Process ImplementationManagement Technologies Good Procedures for Practice and Good Procedures for Practice and ProcessEvaluation Criteria for Technology and Process Implementation ImplementationTooling for Process Implementation Challenges, CSFs, and Risks Related to Challenges, CSFs, and Risks Related toGood Procedures for Practice and Process Implementing Practices and Processes Implementing Practices and ProcessesImplementation How to Plan and Implement Service How to Plan and Implement ServiceChallenges, CSFs, and Risks Related to Management Technologies Management TechnologiesImplementing Practices and ProcessesHow to Plan and Implement ServiceManagement Technologies line line


line Purpose, Objectives, Scope, and Value Purpose, Objectives, Scope, and Value ofHow Service Offerings and Agreements of Strategy Management for IT Services Strategy Management for IT Services andPractices Support the Service Lifecycle# and the Design Coordination Process the Design Coordination ProcessPurpose, Objectives, Scope, and Value of Successful Services Depend on the Successful Services Depend on theStrategy Management for IT Services and Customer's Perception of Utility and Customer's Perception of Utility andthe Design Coordination Process Warranty WarrantySuccessful Services Depend on the Relevance of Business Cases and Relevance of Business Cases andCustomer's Perception of Utility and Return-on-Investment to Service Return-on-Investment to Service OfferingsWarranty Offerings and Agreements Practices and Agreements PracticesRelevance of Business Cases and Purpose, Objectives, and Scope Purpose, Objectives, and ScopeReturn-on-Investment to Service Offerings Business Value Business Valueand Agreements Practices Policies, Principles, and Basic Concepts Policies, Principles, and Basic ConceptsPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Triggers, Inputs, Outputs, and ProcessBusiness Value Interfaces InterfacesPolicies, Principles, and Basic Concepts Information Management within the Information Management within theTriggers, Inputs, Outputs, and Process Business Relationship Management Business Relationship ManagementInterfaces Process ProcessInformation Management within the CSFs and KPIs CSFs and KPIsBusiness Relationship Management Challenges and Risks Challenges and RisksProcess Key Roles and Responsibilities Key Roles and ResponsibilitiesCSFs and KPIs Service Portfolio Service PortfolioChallenges and Risks Purpose, Objectives, and Scope Purpose, Objectives, and ScopeKey Roles and Responsibilities Business Value Business ValueService Portfolio Policies, Principles, and Basic Concepts Policies, Principles, and Basic ConceptsPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Triggers, Inputs, Outputs, and ProcessBusiness Value Interfaces InterfacesPolicies, Principles, and Basic Concepts Information Management within the Information Management within theTriggers, Inputs, Outputs, and Process Service Portfolio Management Process Service Portfolio Management ProcessInterfaces CSFs and KPIs CSFs and KPIsInformation Management within the Service Challenges and Risks Challenges and RisksPortfolio Management Process Key Roles and Responsibilities Key Roles and ResponsibilitiesCSFs and KPIs Purpose, Objectives, and Scope Purpose, Objectives, and ScopeChallenges and Risks Business Value Business Value


Key Roles and Responsibilities Policies, Principles, and Basic Concepts Policies, Principles, and Basic ConceptsPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Triggers, Inputs, Outputs, and ProcessBusiness Value Interfaces InterfacesPolicies, Principles, and Basic Concepts Information Management within the Information Management within theTriggers, Inputs, Outputs, and Process Financial Management for IT Services Financial Management for IT ServicesInterfaces Process ProcessInformation Management within the CSFs and KPIs CSFs and KPIsFinancial Management for IT Services Challenges and Risks Challenges and RisksProcess Key Roles and Responsibilities Key Roles and ResponsibilitiesCSFs and KPIs Importance of Demand Management to Importance of Demand Management toChallenges and Risks Managing Services throughout their Managing Services throughout theirKey Roles and Responsibilities Lifecycle LifecycleImportance of Demand Management to Purpose, Objectives, and Scope Purpose, Objectives, and ScopeManaging Services throughout their Business Value Business ValueLifecycle Policies, Principles, and Basic Concepts Policies, Principles, and Basic ConceptsPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Triggers, Inputs, Outputs, and ProcessBusiness Value Interfaces InterfacesPolicies, Principles, and Basic Concepts Information Management within the Information Management within theTriggers, Inputs, Outputs, and Process Demand Management Process Demand Management ProcessInterfaces CSFs and KPIs CSFs and KPIsInformation Management within the Demand Challenges and Risks Challenges and RisksManagement Process Key Roles and Responsibilities Key Roles and ResponsibilitiesCSFs and KPIs Importance of the Service Catalog to the Importance of the Service Catalog to theChallenges and Risks Service Lifecycle Service LifecycleKey Roles and Responsibilities Purpose, Objectives, and Scope Purpose, Objectives, and ScopeImportance of the Service Catalog to the Business Value Business ValueService Lifecycle Policies, Principles, and Basic Concepts Policies, Principles, and Basic ConceptsPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Triggers, Inputs, Outputs, and ProcessBusiness Value Interfaces InterfacesPolicies, Principles, and Basic Concepts Information Management within the Information Management within theTriggers, Inputs, Outputs, and Process Service Catalog Management Process Service Catalog Management ProcessInterfaces CSFs and KPIs CSFs and KPIsInformation Management within the Service Challenges and Risks Challenges and RisksCatalog Management Process Production of a Service Catalog Production of a Service CatalogCSFs and KPIs Key Roles and Responsibilities of Service Key Roles and Responsibilities of ServiceChallenges and Risks Catalog Management Catalog ManagementProduction of a Service Catalog Importance of Service Level Importance of Service Level ManagementKey Roles and Responsibilities of Service Management to the Service Lifecycle to the Service LifecycleCatalog Management Purpose, Objectives, and Scope Purpose, Objectives, and ScopeImportance of Service Level Management to Business Value Business Valuethe Service Lifecycle Policies, Principles, and Basic Concepts Policies, Principles, and Basic ConceptsPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Triggers, Inputs, Outputs, and ProcessBusiness Value Interfaces InterfacesPolicies, Principles, and Basic Concepts Information Management within the Information Management within theTriggers, Inputs, Outputs, and Process Service Level Management Process Service Level Management ProcessInterfaces CSFs and KPIs CSFs and KPIsInformation Management within the Service Challenges and Risks Challenges and RisksLevel Management Process Contents of Service and Operational Contents of Service and Operational LevelCSFs and KPIs Level Agreements (SLAs and OLAs) Agreements (SLAs and OLAs)Challenges and Risks Key Roles and Responsibilities Key Roles and ResponsibilitiesContents of Service and Operational Level Purpose, Objectives, and Scope Purpose, Objectives, and ScopeAgreements (SLAs and OLAs) Business Value Business ValueKey Roles and Responsibilities Policies, Principles, and Basic Concepts Policies, Principles, and Basic ConceptsPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Triggers, Inputs, Outputs, and ProcessBusiness Value Interfaces InterfacesPolicies, Principles, and Basic Concepts Information Management within the Information Management within theTriggers, Inputs, Outputs, and Process Supplier Management Process Supplier Management ProcessInterfaces CSFs and KPIs CSFs and KPIsInformation Management within the Supplier Challenges and Risks Challenges and RisksManagement Process Key Roles and Responsibilities Key Roles and ResponsibilitiesCSFs and KPIs Generic Requirements for Service Generic Requirements for ServiceChallenges and Risks Management Technologies Management TechnologiesKey Roles and Responsibilities Evaluation Criteria for Technology and Evaluation Criteria for Technology andGeneric Requirements for Service Tooling for Process Implementation Tooling for Process ImplementationManagement Technologies Good Procedures for Practice and Good Procedures for Practice and ProcessEvaluation Criteria for Technology and Process Implementation Implementation


Tooling for Process Implementation Challenges, CSFs, and Risks Related to Challenges, CSFs, and Risks Related toGood Procedures for Practice and Process Implementing Practices and Processes Implementing Practices and ProcessesImplementation How to Plan and Implement Service How to Plan and Implement ServiceChallenges, CSFs, and Risks Related to Management Technologies Management TechnologiesImplementing Practices and ProcessesHow to Plan and Implement Service Supplier ManagementManagement Technologies line line


line Purpose, Objectives, Scope, and Value lineHow Service Offerings and Agreements of Strategy Management for IT Services How Service Offerings and AgreementsPractices Support the Service Lifecycle# and the Design Coordination Process Practices Support the Service Lifecycle#Purpose, Objectives, Scope, and Value of Successful Services Depend on the Purpose, Objectives, Scope, and Value ofStrategy Management for IT Services and Customer's Perception of Utility and Strategy Management for IT Services andthe Design Coordination Process Warranty the Design Coordination ProcessSuccessful Services Depend on the Relevance of Business Cases and Successful Services Depend on theCustomer's Perception of Utility and Return-on-Investment to Service Customer's Perception of Utility andWarranty Offerings and Agreements Practices WarrantyRelevance of Business Cases and Purpose, Objectives, and Scope Relevance of Business Cases andReturn-on-Investment to Service Offerings Business Value Return-on-Investment to Service Offeringsand Agreements Practices Policies, Principles, and Basic Concepts and Agreements PracticesPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeBusiness Value Interfaces Business ValuePolicies, Principles, and Basic Concepts Information Management within the Policies, Principles, and Basic ConceptsTriggers, Inputs, Outputs, and Process Business Relationship Management Triggers, Inputs, Outputs, and ProcessInterfaces Process InterfacesInformation Management within the CSFs and KPIs Information Management within theBusiness Relationship Management Challenges and Risks Business Relationship ManagementProcess Key Roles and Responsibilities ProcessCSFs and KPIs Service Portfolio CSFs and KPIsChallenges and Risks Purpose, Objectives, and Scope Challenges and RisksKey Roles and Responsibilities Business Value Key Roles and ResponsibilitiesService Portfolio Policies, Principles, and Basic Concepts Service PortfolioPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeBusiness Value Interfaces Business ValuePolicies, Principles, and Basic Concepts Information Management within the Policies, Principles, and Basic ConceptsTriggers, Inputs, Outputs, and Process Service Portfolio Management Process Triggers, Inputs, Outputs, and ProcessInterfaces CSFs and KPIs InterfacesInformation Management within the Service Challenges and Risks Information Management within thePortfolio Management Process Key Roles and Responsibilities Service Portfolio Management ProcessCSFs and KPIs Purpose, Objectives, and Scope CSFs and KPIsChallenges and Risks Business Value Challenges and RisksKey Roles and Responsibilities Policies, Principles, and Basic Concepts Key Roles and ResponsibilitiesPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeBusiness Value Interfaces Business ValuePolicies, Principles, and Basic Concepts Information Management within the Policies, Principles, and Basic ConceptsTriggers, Inputs, Outputs, and Process Financial Management for IT Services Triggers, Inputs, Outputs, and ProcessInterfaces Process InterfacesInformation Management within the CSFs and KPIs Information Management within theFinancial Management for IT Services Challenges and Risks Financial Management for IT ServicesProcess Key Roles and Responsibilities ProcessCSFs and KPIs Importance of Demand Management to CSFs and KPIsChallenges and Risks Managing Services throughout their Challenges and RisksKey Roles and Responsibilities Lifecycle Key Roles and ResponsibilitiesImportance of Demand Management to Purpose, Objectives, and Scope Importance of Demand Management toManaging Services throughout their Business Value Managing Services throughout theirLifecycle Policies, Principles, and Basic Concepts LifecyclePurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeBusiness Value Interfaces Business ValuePolicies, Principles, and Basic Concepts Information Management within the Policies, Principles, and Basic ConceptsTriggers, Inputs, Outputs, and Process Demand Management Process Triggers, Inputs, Outputs, and ProcessInterfaces CSFs and KPIs InterfacesInformation Management within the Demand Challenges and Risks Information Management within theManagement Process Key Roles and Responsibilities Demand Management ProcessCSFs and KPIs Importance of the Service Catalog to the CSFs and KPIsChallenges and Risks Service Lifecycle Challenges and Risks


Key Roles and Responsibilities Purpose, Objectives, and Scope Key Roles and ResponsibilitiesImportance of the Service Catalog to the Business Value Importance of the Service Catalog to theService Lifecycle Policies, Principles, and Basic Concepts Service LifecyclePurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeBusiness Value Interfaces Business ValuePolicies, Principles, and Basic Concepts Information Management within the Policies, Principles, and Basic ConceptsTriggers, Inputs, Outputs, and Process Service Catalog Management Process Triggers, Inputs, Outputs, and ProcessInterfaces CSFs and KPIs InterfacesInformation Management within the Service Challenges and Risks Information Management within theCatalog Management Process Production of a Service Catalog Service Catalog Management ProcessCSFs and KPIs Key Roles and Responsibilities of Service CSFs and KPIsChallenges and Risks Catalog Management Challenges and RisksProduction of a Service Catalog Importance of Service Level Production of a Service CatalogKey Roles and Responsibilities of Service Management to the Service Lifecycle Key Roles and Responsibilities of ServiceCatalog Management Purpose, Objectives, and Scope Catalog ManagementImportance of Service Level Management to Business Value Importance of Service Level Managementthe Service Lifecycle Policies, Principles, and Basic Concepts to the Service LifecyclePurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeBusiness Value Interfaces Business ValuePolicies, Principles, and Basic Concepts Information Management within the Policies, Principles, and Basic ConceptsTriggers, Inputs, Outputs, and Process Service Level Management Process Triggers, Inputs, Outputs, and ProcessInterfaces CSFs and KPIs InterfacesInformation Management within the Service Challenges and Risks Information Management within theLevel Management Process Contents of Service and Operational Service Level Management ProcessCSFs and KPIs Level Agreements (SLAs and OLAs) CSFs and KPIsChallenges and Risks Key Roles and Responsibilities Challenges and RisksContents of Service and Operational Level Purpose, Objectives, and Scope Contents of Service and Operational LevelAgreements (SLAs and OLAs) Business Value Agreements (SLAs and OLAs)Key Roles and Responsibilities Policies, Principles, and Basic Concepts Key Roles and ResponsibilitiesPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeBusiness Value Interfaces Business ValuePolicies, Principles, and Basic Concepts Information Management within the Policies, Principles, and Basic ConceptsTriggers, Inputs, Outputs, and Process Supplier Management Process Triggers, Inputs, Outputs, and ProcessInterfaces CSFs and KPIs InterfacesInformation Management within the Supplier Challenges and Risks Information Management within theManagement Process Key Roles and Responsibilities Supplier Management ProcessCSFs and KPIs Generic Requirements for Service CSFs and KPIsChallenges and Risks Management Technologies Challenges and RisksKey Roles and Responsibilities Evaluation Criteria for Technology and Key Roles and ResponsibilitiesGeneric Requirements for Service Tooling for Process Implementation Generic Requirements for ServiceManagement Technologies Good Procedures for Practice and Management TechnologiesEvaluation Criteria for Technology and Process Implementation Evaluation Criteria for Technology andTooling for Process Implementation Challenges, CSFs, and Risks Related to Tooling for Process ImplementationGood Procedures for Practice and Process Implementing Practices and Processes Good Procedures for Practice and ProcessImplementation How to Plan and Implement Service ImplementationChallenges, CSFs, and Risks Related to Management Technologies Challenges, CSFs, and Risks Related toImplementing Practices and Processes Implementing Practices and ProcessesHow to Plan and Implement Service How to Plan and Implement ServiceManagement Technologies line Management Technologies


line Purpose, Objectives, Scope, and Value lineHow Service Offerings and Agreements of Strategy Management for IT Services How Service Offerings and AgreementsPractices Support the Service Lifecycle# and the Design Coordination Process Practices Support the Service Lifecycle#Purpose, Objectives, Scope, and Value of Successful Services Depend on the Purpose, Objectives, Scope, and Value ofStrategy Management for IT Services and Customer's Perception of Utility and Strategy Management for IT Services andthe Design Coordination Process Warranty the Design Coordination ProcessSuccessful Services Depend on the Relevance of Business Cases and Successful Services Depend on theCustomer's Perception of Utility and Return-on-Investment to Service Customer's Perception of Utility andWarranty Offerings and Agreements Practices WarrantyRelevance of Business Cases and Purpose, Objectives, and Scope Relevance of Business Cases andReturn-on-Investment to Service Offerings Business Value Return-on-Investment to Service Offeringsand Agreements Practices Policies, Principles, and Basic Concepts and Agreements PracticesPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeBusiness Value Interfaces Business ValuePolicies, Principles, and Basic Concepts Information Management within the Policies, Principles, and Basic Concepts


Triggers, Inputs, Outputs, and Process Business Relationship Management Triggers, Inputs, Outputs, and ProcessInterfaces Process InterfacesInformation Management within the CSFs and KPIs Information Management within theBusiness Relationship Management Challenges and Risks Business Relationship ManagementProcess Key Roles and Responsibilities ProcessCSFs and KPIs Service Portfolio CSFs and KPIsChallenges and Risks Purpose, Objectives, and Scope Challenges and RisksKey Roles and Responsibilities Business Value Key Roles and ResponsibilitiesService Portfolio Policies, Principles, and Basic Concepts Service PortfolioPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeBusiness Value Interfaces Business ValuePolicies, Principles, and Basic Concepts Information Management within the Policies, Principles, and Basic ConceptsTriggers, Inputs, Outputs, and Process Service Portfolio Management Process Triggers, Inputs, Outputs, and ProcessInterfaces CSFs and KPIs InterfacesInformation Management within the Service Challenges and Risks Information Management within thePortfolio Management Process Key Roles and Responsibilities Service Portfolio Management ProcessCSFs and KPIs Purpose, Objectives, and Scope CSFs and KPIsChallenges and Risks Business Value Challenges and RisksKey Roles and Responsibilities Policies, Principles, and Basic Concepts Key Roles and ResponsibilitiesPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeBusiness Value Interfaces Business ValuePolicies, Principles, and Basic Concepts Information Management within the Policies, Principles, and Basic ConceptsTriggers, Inputs, Outputs, and Process Financial Management for IT Services Triggers, Inputs, Outputs, and ProcessInterfaces Process InterfacesInformation Management within the CSFs and KPIs Information Management within theFinancial Management for IT Services Challenges and Risks Financial Management for IT ServicesProcess Key Roles and Responsibilities ProcessCSFs and KPIs Importance of Demand Management to CSFs and KPIsChallenges and Risks Managing Services throughout their Challenges and RisksKey Roles and Responsibilities Lifecycle Key Roles and ResponsibilitiesImportance of Demand Management to Purpose, Objectives, and Scope Importance of Demand Management toManaging Services throughout their Business Value Managing Services throughout theirLifecycle Policies, Principles, and Basic Concepts LifecyclePurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeBusiness Value Interfaces Business ValuePolicies, Principles, and Basic Concepts Information Management within the Policies, Principles, and Basic ConceptsTriggers, Inputs, Outputs, and Process Demand Management Process Triggers, Inputs, Outputs, and ProcessInterfaces CSFs and KPIs InterfacesInformation Management within the Demand Challenges and Risks Information Management within theManagement Process Key Roles and Responsibilities Demand Management ProcessCSFs and KPIs Importance of the Service Catalog to the CSFs and KPIsChallenges and Risks Service Lifecycle Challenges and RisksKey Roles and Responsibilities Purpose, Objectives, and Scope Key Roles and ResponsibilitiesImportance of the Service Catalog to the Business Value Importance of the Service Catalog to theService Lifecycle Policies, Principles, and Basic Concepts Service LifecyclePurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeBusiness Value Interfaces Business ValuePolicies, Principles, and Basic Concepts Information Management within the Policies, Principles, and Basic ConceptsTriggers, Inputs, Outputs, and Process Service Catalog Management Process Triggers, Inputs, Outputs, and ProcessInterfaces CSFs and KPIs InterfacesInformation Management within the Service Challenges and Risks Information Management within theCatalog Management Process Production of a Service Catalog Service Catalog Management ProcessCSFs and KPIs Key Roles and Responsibilities of Service CSFs and KPIsChallenges and Risks Catalog Management Challenges and RisksProduction of a Service Catalog Importance of Service Level Production of a Service CatalogKey Roles and Responsibilities of Service Management to the Service Lifecycle Key Roles and Responsibilities of ServiceCatalog Management Purpose, Objectives, and Scope Catalog ManagementImportance of Service Level Management to Business Value Importance of Service Level Managementthe Service Lifecycle Policies, Principles, and Basic Concepts to the Service LifecyclePurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeBusiness Value Interfaces Business ValuePolicies, Principles, and Basic Concepts Information Management within the Policies, Principles, and Basic ConceptsTriggers, Inputs, Outputs, and Process Service Level Management Process Triggers, Inputs, Outputs, and ProcessInterfaces CSFs and KPIs InterfacesInformation Management within the Service Challenges and Risks Information Management within theLevel Management Process Contents of Service and Operational Service Level Management Process


CSFs and KPIs Level Agreements (SLAs and OLAs) CSFs and KPIsChallenges and Risks Key Roles and Responsibilities Challenges and RisksContents of Service and Operational Level Purpose, Objectives, and Scope Contents of Service and Operational LevelAgreements (SLAs and OLAs) Business Value Agreements (SLAs and OLAs)Key Roles and Responsibilities Policies, Principles, and Basic Concepts Key Roles and ResponsibilitiesPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeBusiness Value Interfaces Business ValuePolicies, Principles, and Basic Concepts Information Management within the Policies, Principles, and Basic ConceptsTriggers, Inputs, Outputs, and Process Supplier Management Process Triggers, Inputs, Outputs, and ProcessInterfaces CSFs and KPIs InterfacesInformation Management within the Supplier Challenges and Risks Information Management within theManagement Process Key Roles and Responsibilities Supplier Management ProcessCSFs and KPIs Generic Requirements for Service CSFs and KPIsChallenges and Risks Management Technologies Challenges and RisksKey Roles and Responsibilities Evaluation Criteria for Technology and Key Roles and ResponsibilitiesGeneric Requirements for Service Tooling for Process Implementation Generic Requirements for ServiceManagement Technologies Good Procedures for Practice and Management TechnologiesEvaluation Criteria for Technology and Process Implementation Evaluation Criteria for Technology andTooling for Process Implementation Challenges, CSFs, and Risks Related to Tooling for Process ImplementationGood Procedures for Practice and Process Implementing Practices and Processes Good Procedures for Practice and ProcessImplementation How to Plan and Implement Service ImplementationChallenges, CSFs, and Risks Related to Management Technologies Challenges, CSFs, and Risks Related toImplementing Practices and Processes Implementing Practices and ProcessesHow to Plan and Implement Service How to Plan and Implement ServiceManagement Technologies line Management Technologies


line Purpose, Objectives, Scope, and Value lineHow Service Offerings and Agreements of Strategy Management for IT Services How Service Offerings and AgreementsPractices Support the Service Lifecycle# and the Design Coordination Process Practices Support the Service Lifecycle#Purpose, Objectives, Scope, and Value of Successful Services Depend on the Purpose, Objectives, Scope, and Value ofStrategy Management for IT Services and Customer's Perception of Utility and Strategy Management for IT Services andthe Design Coordination Process Warranty the Design Coordination ProcessSuccessful Services Depend on the Relevance of Business Cases and Successful Services Depend on theCustomer's Perception of Utility and Return-on-Investment to Service Customer's Perception of Utility andWarranty Offerings and Agreements Practices WarrantyRelevance of Business Cases and Purpose, Objectives, and Scope Relevance of Business Cases andReturn-on-Investment to Service Offerings Business Value Return-on-Investment to Service Offeringsand Agreements Practices Policies, Principles, and Basic Concepts and Agreements PracticesPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeBusiness Value Interfaces Business ValuePolicies, Principles, and Basic Concepts Information Management within the Policies, Principles, and Basic ConceptsTriggers, Inputs, Outputs, and Process Business Relationship Management Triggers, Inputs, Outputs, and ProcessInterfaces Process InterfacesInformation Management within the CSFs and KPIs Information Management within theBusiness Relationship Management Challenges and Risks Business Relationship ManagementProcess Key Roles and Responsibilities ProcessCSFs and KPIs Service Portfolio CSFs and KPIsChallenges and Risks Purpose, Objectives, and Scope Challenges and RisksKey Roles and Responsibilities Business Value Key Roles and ResponsibilitiesService Portfolio Policies, Principles, and Basic Concepts Service PortfolioPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeBusiness Value Interfaces Business ValuePolicies, Principles, and Basic Concepts Information Management within the Policies, Principles, and Basic ConceptsTriggers, Inputs, Outputs, and Process Service Portfolio Management Process Triggers, Inputs, Outputs, and ProcessInterfaces CSFs and KPIs InterfacesInformation Management within the Service Challenges and Risks Information Management within thePortfolio Management Process Key Roles and Responsibilities Service Portfolio Management ProcessCSFs and KPIs Purpose, Objectives, and Scope CSFs and KPIsChallenges and Risks Business Value Challenges and RisksKey Roles and Responsibilities Policies, Principles, and Basic Concepts Key Roles and ResponsibilitiesPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeBusiness Value Interfaces Business ValuePolicies, Principles, and Basic Concepts Information Management within the Policies, Principles, and Basic ConceptsTriggers, Inputs, Outputs, and Process Financial Management for IT Services Triggers, Inputs, Outputs, and ProcessInterfaces Process Interfaces


Information Management within the CSFs and KPIs Information Management within theFinancial Management for IT Services Challenges and Risks Financial Management for IT ServicesProcess Key Roles and Responsibilities ProcessCSFs and KPIs Importance of Demand Management to CSFs and KPIsChallenges and Risks Managing Services throughout their Challenges and RisksKey Roles and Responsibilities Lifecycle Key Roles and ResponsibilitiesImportance of Demand Management to Purpose, Objectives, and Scope Importance of Demand Management toManaging Services throughout their Business Value Managing Services throughout theirLifecycle Policies, Principles, and Basic Concepts LifecyclePurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeBusiness Value Interfaces Business ValuePolicies, Principles, and Basic Concepts Information Management within the Policies, Principles, and Basic ConceptsTriggers, Inputs, Outputs, and Process Demand Management Process Triggers, Inputs, Outputs, and ProcessInterfaces CSFs and KPIs InterfacesInformation Management within the Demand Challenges and Risks Information Management within theManagement Process Key Roles and Responsibilities Demand Management ProcessCSFs and KPIs Importance of the Service Catalog to the CSFs and KPIsChallenges and Risks Service Lifecycle Challenges and RisksKey Roles and Responsibilities Purpose, Objectives, and Scope Key Roles and ResponsibilitiesImportance of the Service Catalog to the Business Value Importance of the Service Catalog to theService Lifecycle Policies, Principles, and Basic Concepts Service LifecyclePurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeBusiness Value Interfaces Business ValuePolicies, Principles, and Basic Concepts Information Management within the Policies, Principles, and Basic ConceptsTriggers, Inputs, Outputs, and Process Service Catalog Management Process Triggers, Inputs, Outputs, and ProcessInterfaces CSFs and KPIs InterfacesInformation Management within the Service Challenges and Risks Information Management within theCatalog Management Process Production of a Service Catalog Service Catalog Management ProcessCSFs and KPIs Key Roles and Responsibilities of Service CSFs and KPIsChallenges and Risks Catalog Management Challenges and RisksProduction of a Service Catalog Importance of Service Level Production of a Service CatalogKey Roles and Responsibilities of Service Management to the Service Lifecycle Key Roles and Responsibilities of ServiceCatalog Management Purpose, Objectives, and Scope Catalog ManagementImportance of Service Level Management to Business Value Importance of Service Level Managementthe Service Lifecycle Policies, Principles, and Basic Concepts to the Service LifecyclePurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeBusiness Value Interfaces Business ValuePolicies, Principles, and Basic Concepts Information Management within the Policies, Principles, and Basic ConceptsTriggers, Inputs, Outputs, and Process Service Level Management Process Triggers, Inputs, Outputs, and ProcessInterfaces CSFs and KPIs InterfacesInformation Management within the Service Challenges and Risks Information Management within theLevel Management Process Contents of Service and Operational Service Level Management ProcessCSFs and KPIs Level Agreements (SLAs and OLAs) CSFs and KPIsChallenges and Risks Key Roles and Responsibilities Challenges and RisksContents of Service and Operational Level Purpose, Objectives, and Scope Contents of Service and Operational LevelAgreements (SLAs and OLAs) Business Value Agreements (SLAs and OLAs)Key Roles and Responsibilities Policies, Principles, and Basic Concepts Key Roles and ResponsibilitiesPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeBusiness Value Interfaces Business ValuePolicies, Principles, and Basic Concepts Information Management within the Policies, Principles, and Basic ConceptsTriggers, Inputs, Outputs, and Process Supplier Management Process Triggers, Inputs, Outputs, and ProcessInterfaces CSFs and KPIs InterfacesInformation Management within the Supplier Challenges and Risks Information Management within theManagement Process Key Roles and Responsibilities Supplier Management ProcessCSFs and KPIs Generic Requirements for Service CSFs and KPIsChallenges and Risks Management Technologies Challenges and RisksKey Roles and Responsibilities Evaluation Criteria for Technology and Key Roles and ResponsibilitiesGeneric Requirements for Service Tooling for Process Implementation Generic Requirements for ServiceManagement Technologies Good Procedures for Practice and Management TechnologiesEvaluation Criteria for Technology and Process Implementation Evaluation Criteria for Technology andTooling for Process Implementation Challenges, CSFs, and Risks Related to Tooling for Process ImplementationGood Procedures for Practice and Process Implementing Practices and Processes Good Procedures for Practice and ProcessImplementation How to Plan and Implement Service ImplementationChallenges, CSFs, and Risks Related to Management Technologies Challenges, CSFs, and Risks Related toImplementing Practices and Processes Implementing Practices and ProcessesHow to Plan and Implement Service How to Plan and Implement Service


Management Technologies line Management TechnologiesHow Service Offerings and Agreements

Service Portfolio Management Practices Support the Service Lifecycle#line Purpose, Objectives, Scope, and Value line


line Successful Services Depend on the Purpose, Objectives, Scope, and Value ofHow Service Offerings and Agreements Customer's Perception of Utility and Strategy Management for IT Services andPractices Support the Service Lifecycle# Warranty the Design Coordination ProcessPurpose, Objectives, Scope, and Value of Relevance of Business Cases and Successful Services Depend on theStrategy Management for IT Services and Return-on-Investment to Service Customer's Perception of Utility andthe Design Coordination Process Offerings and Agreements Practices WarrantySuccessful Services Depend on the Purpose, Objectives, and Scope Relevance of Business Cases andCustomer's Perception of Utility and Business Value Return-on-Investment to Service OfferingsWarranty Policies, Principles, and Basic Concepts and Agreements PracticesRelevance of Business Cases and Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeReturn-on-Investment to Service Offerings Interfaces Business Valueand Agreements Practices Information Management within the Policies, Principles, and Basic ConceptsPurpose, Objectives, and Scope Business Relationship Management Triggers, Inputs, Outputs, and ProcessBusiness Value Process InterfacesPolicies, Principles, and Basic Concepts CSFs and KPIs Information Management within theTriggers, Inputs, Outputs, and Process Challenges and Risks Business Relationship ManagementInterfaces Key Roles and Responsibilities ProcessInformation Management within the Service Portfolio CSFs and KPIsBusiness Relationship Management Purpose, Objectives, and Scope Challenges and RisksProcess Business Value Key Roles and ResponsibilitiesCSFs and KPIs Policies, Principles, and Basic Concepts Service PortfolioChallenges and Risks Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeKey Roles and Responsibilities Interfaces Business ValueService Portfolio Information Management within the Policies, Principles, and Basic ConceptsPurpose, Objectives, and Scope Service Portfolio Management Process Triggers, Inputs, Outputs, and ProcessBusiness Value CSFs and KPIs InterfacesPolicies, Principles, and Basic Concepts Challenges and Risks Information Management within theTriggers, Inputs, Outputs, and Process Key Roles and Responsibilities Service Portfolio Management ProcessInterfaces Purpose, Objectives, and Scope CSFs and KPIsInformation Management within the Service Business Value Challenges and RisksPortfolio Management Process Policies, Principles, and Basic Concepts Key Roles and ResponsibilitiesCSFs and KPIs Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeChallenges and Risks Interfaces Business ValueKey Roles and Responsibilities Information Management within the Policies, Principles, and Basic ConceptsPurpose, Objectives, and Scope Financial Management for IT Services Triggers, Inputs, Outputs, and ProcessBusiness Value Process InterfacesPolicies, Principles, and Basic Concepts CSFs and KPIs Information Management within theTriggers, Inputs, Outputs, and Process Challenges and Risks Financial Management for IT ServicesInterfaces Key Roles and Responsibilities ProcessInformation Management within the Importance of Demand Management to CSFs and KPIsFinancial Management for IT Services Managing Services throughout their Challenges and RisksProcess Lifecycle Key Roles and ResponsibilitiesCSFs and KPIs Purpose, Objectives, and Scope Importance of Demand Management toChallenges and Risks Business Value Managing Services throughout theirKey Roles and Responsibilities Policies, Principles, and Basic Concepts LifecycleImportance of Demand Management to Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeManaging Services throughout their Interfaces Business ValueLifecycle Information Management within the Policies, Principles, and Basic ConceptsPurpose, Objectives, and Scope Demand Management Process Triggers, Inputs, Outputs, and ProcessBusiness Value CSFs and KPIs InterfacesPolicies, Principles, and Basic Concepts Challenges and Risks Information Management within theTriggers, Inputs, Outputs, and Process Key Roles and Responsibilities Demand Management ProcessInterfaces Importance of the Service Catalog to the CSFs and KPIsInformation Management within the Demand Service Lifecycle Challenges and RisksManagement Process Purpose, Objectives, and Scope Key Roles and ResponsibilitiesCSFs and KPIs Business Value Importance of the Service Catalog to theChallenges and Risks Policies, Principles, and Basic Concepts Service LifecycleKey Roles and Responsibilities Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeImportance of the Service Catalog to the Interfaces Business ValueService Lifecycle Information Management within the Policies, Principles, and Basic Concepts


Purpose, Objectives, and Scope Service Catalog Management Process Triggers, Inputs, Outputs, and ProcessBusiness Value CSFs and KPIs InterfacesPolicies, Principles, and Basic Concepts Challenges and Risks Information Management within theTriggers, Inputs, Outputs, and Process Production of a Service Catalog Service Catalog Management ProcessInterfaces Key Roles and Responsibilities of Service CSFs and KPIsInformation Management within the Service Catalog Management Challenges and RisksCatalog Management Process Importance of Service Level Production of a Service CatalogCSFs and KPIs Management to the Service Lifecycle Key Roles and Responsibilities of ServiceChallenges and Risks Purpose, Objectives, and Scope Catalog ManagementProduction of a Service Catalog Business Value Importance of Service Level ManagementKey Roles and Responsibilities of Service Policies, Principles, and Basic Concepts to the Service LifecycleCatalog Management Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeImportance of Service Level Management to Interfaces Business Valuethe Service Lifecycle Information Management within the Policies, Principles, and Basic ConceptsPurpose, Objectives, and Scope Service Level Management Process Triggers, Inputs, Outputs, and ProcessBusiness Value CSFs and KPIs InterfacesPolicies, Principles, and Basic Concepts Challenges and Risks Information Management within theTriggers, Inputs, Outputs, and Process Contents of Service and Operational Service Level Management ProcessInterfaces Level Agreements (SLAs and OLAs) CSFs and KPIsInformation Management within the Service Key Roles and Responsibilities Challenges and RisksLevel Management Process Purpose, Objectives, and Scope Contents of Service and Operational LevelCSFs and KPIs Business Value Agreements (SLAs and OLAs)Challenges and Risks Policies, Principles, and Basic Concepts Key Roles and ResponsibilitiesContents of Service and Operational Level Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeAgreements (SLAs and OLAs) Interfaces Business ValueKey Roles and Responsibilities Information Management within the Policies, Principles, and Basic ConceptsPurpose, Objectives, and Scope Supplier Management Process Triggers, Inputs, Outputs, and ProcessBusiness Value CSFs and KPIs InterfacesPolicies, Principles, and Basic Concepts Challenges and Risks Information Management within theTriggers, Inputs, Outputs, and Process Key Roles and Responsibilities Supplier Management ProcessInterfaces Generic Requirements for Service CSFs and KPIsInformation Management within the Supplier Management Technologies Challenges and RisksManagement Process Evaluation Criteria for Technology and Key Roles and ResponsibilitiesCSFs and KPIs Tooling for Process Implementation Generic Requirements for ServiceChallenges and Risks Good Procedures for Practice and Management TechnologiesKey Roles and Responsibilities Process Implementation Evaluation Criteria for Technology andGeneric Requirements for Service Challenges, CSFs, and Risks Related to Tooling for Process ImplementationManagement Technologies Implementing Practices and Processes Good Procedures for Practice and ProcessEvaluation Criteria for Technology and How to Plan and Implement Service ImplementationTooling for Process Implementation Management Technologies Challenges, CSFs, and Risks Related toGood Procedures for Practice and Process Implementing Practices and ProcessesImplementation How to Plan and Implement ServiceChallenges, CSFs, and Risks Related to line Management TechnologiesImplementing Practices and Processes How Service Offerings and AgreementsHow to Plan and Implement Service Practices Support the Service Lifecycle#Management Technologies Purpose, Objectives, Scope, and Value line


line Successful Services Depend on the Purpose, Objectives, Scope, and Value ofHow Service Offerings and Agreements Customer's Perception of Utility and Strategy Management for IT Services andPractices Support the Service Lifecycle# Warranty the Design Coordination ProcessPurpose, Objectives, Scope, and Value of Relevance of Business Cases and Successful Services Depend on theStrategy Management for IT Services and Return-on-Investment to Service Customer's Perception of Utility andthe Design Coordination Process Offerings and Agreements Practices WarrantySuccessful Services Depend on the Purpose, Objectives, and Scope Relevance of Business Cases andCustomer's Perception of Utility and Business Value Return-on-Investment to Service OfferingsWarranty Policies, Principles, and Basic Concepts and Agreements PracticesRelevance of Business Cases and Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeReturn-on-Investment to Service Offerings Interfaces Business Valueand Agreements Practices Information Management within the Policies, Principles, and Basic ConceptsPurpose, Objectives, and Scope Business Relationship Management Triggers, Inputs, Outputs, and ProcessBusiness Value Process InterfacesPolicies, Principles, and Basic Concepts CSFs and KPIs Information Management within theTriggers, Inputs, Outputs, and Process Challenges and Risks Business Relationship ManagementInterfaces Key Roles and Responsibilities ProcessInformation Management within the Service Portfolio CSFs and KPIs


Business Relationship Management Purpose, Objectives, and Scope Challenges and RisksProcess Business Value Key Roles and ResponsibilitiesCSFs and KPIs Policies, Principles, and Basic Concepts Service PortfolioChallenges and Risks Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeKey Roles and Responsibilities Interfaces Business ValueService Portfolio Information Management within the Policies, Principles, and Basic ConceptsPurpose, Objectives, and Scope Service Portfolio Management Process Triggers, Inputs, Outputs, and ProcessBusiness Value CSFs and KPIs InterfacesPolicies, Principles, and Basic Concepts Challenges and Risks Information Management within theTriggers, Inputs, Outputs, and Process Key Roles and Responsibilities Service Portfolio Management ProcessInterfaces Purpose, Objectives, and Scope CSFs and KPIsInformation Management within the Service Business Value Challenges and RisksPortfolio Management Process Policies, Principles, and Basic Concepts Key Roles and ResponsibilitiesCSFs and KPIs Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeChallenges and Risks Interfaces Business ValueKey Roles and Responsibilities Information Management within the Policies, Principles, and Basic ConceptsPurpose, Objectives, and Scope Financial Management for IT Services Triggers, Inputs, Outputs, and ProcessBusiness Value Process InterfacesPolicies, Principles, and Basic Concepts CSFs and KPIs Information Management within theTriggers, Inputs, Outputs, and Process Challenges and Risks Financial Management for IT ServicesInterfaces Key Roles and Responsibilities ProcessInformation Management within the Importance of Demand Management to CSFs and KPIsFinancial Management for IT Services Managing Services throughout their Challenges and RisksProcess Lifecycle Key Roles and ResponsibilitiesCSFs and KPIs Purpose, Objectives, and Scope Importance of Demand Management toChallenges and Risks Business Value Managing Services throughout theirKey Roles and Responsibilities Policies, Principles, and Basic Concepts LifecycleImportance of Demand Management to Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeManaging Services throughout their Interfaces Business ValueLifecycle Information Management within the Policies, Principles, and Basic ConceptsPurpose, Objectives, and Scope Demand Management Process Triggers, Inputs, Outputs, and ProcessBusiness Value CSFs and KPIs InterfacesPolicies, Principles, and Basic Concepts Challenges and Risks Information Management within theTriggers, Inputs, Outputs, and Process Key Roles and Responsibilities Demand Management ProcessInterfaces Importance of the Service Catalog to the CSFs and KPIsInformation Management within the Demand Service Lifecycle Challenges and RisksManagement Process Purpose, Objectives, and Scope Key Roles and ResponsibilitiesCSFs and KPIs Business Value Importance of the Service Catalog to theChallenges and Risks Policies, Principles, and Basic Concepts Service LifecycleKey Roles and Responsibilities Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeImportance of the Service Catalog to the Interfaces Business ValueService Lifecycle Information Management within the Policies, Principles, and Basic ConceptsPurpose, Objectives, and Scope Service Catalog Management Process Triggers, Inputs, Outputs, and ProcessBusiness Value CSFs and KPIs InterfacesPolicies, Principles, and Basic Concepts Challenges and Risks Information Management within theTriggers, Inputs, Outputs, and Process Production of a Service Catalog Service Catalog Management ProcessInterfaces Key Roles and Responsibilities of Service CSFs and KPIsInformation Management within the Service Catalog Management Challenges and RisksCatalog Management Process Importance of Service Level Production of a Service CatalogCSFs and KPIs Management to the Service Lifecycle Key Roles and Responsibilities of ServiceChallenges and Risks Purpose, Objectives, and Scope Catalog ManagementProduction of a Service Catalog Business Value Importance of Service Level ManagementKey Roles and Responsibilities of Service Policies, Principles, and Basic Concepts to the Service LifecycleCatalog Management Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeImportance of Service Level Management to Interfaces Business Valuethe Service Lifecycle Information Management within the Policies, Principles, and Basic ConceptsPurpose, Objectives, and Scope Service Level Management Process Triggers, Inputs, Outputs, and ProcessBusiness Value CSFs and KPIs InterfacesPolicies, Principles, and Basic Concepts Challenges and Risks Information Management within theTriggers, Inputs, Outputs, and Process Contents of Service and Operational Service Level Management ProcessInterfaces Level Agreements (SLAs and OLAs) CSFs and KPIsInformation Management within the Service Key Roles and Responsibilities Challenges and RisksLevel Management Process Purpose, Objectives, and Scope Contents of Service and Operational LevelCSFs and KPIs Business Value Agreements (SLAs and OLAs)Challenges and Risks Policies, Principles, and Basic Concepts Key Roles and ResponsibilitiesContents of Service and Operational Level Triggers, Inputs, Outputs, and Process Purpose, Objectives, and Scope


Agreements (SLAs and OLAs) Interfaces Business ValueKey Roles and Responsibilities Information Management within the Policies, Principles, and Basic ConceptsPurpose, Objectives, and Scope Supplier Management Process Triggers, Inputs, Outputs, and ProcessBusiness Value CSFs and KPIs InterfacesPolicies, Principles, and Basic Concepts Challenges and Risks Information Management within theTriggers, Inputs, Outputs, and Process Key Roles and Responsibilities Supplier Management ProcessInterfaces Generic Requirements for Service CSFs and KPIsInformation Management within the Supplier Management Technologies Challenges and RisksManagement Process Evaluation Criteria for Technology and Key Roles and ResponsibilitiesCSFs and KPIs Tooling for Process Implementation Generic Requirements for ServiceChallenges and Risks Good Procedures for Practice and Management TechnologiesKey Roles and Responsibilities Process Implementation Evaluation Criteria for Technology andGeneric Requirements for Service Challenges, CSFs, and Risks Related to Tooling for Process ImplementationManagement Technologies Implementing Practices and Processes Good Procedures for Practice and ProcessEvaluation Criteria for Technology and How to Plan and Implement Service ImplementationTooling for Process Implementation Management Technologies Challenges, CSFs, and Risks Related toGood Procedures for Practice and Process Implementing Practices and ProcessesImplementation How to Plan and Implement ServiceChallenges, CSFs, and Risks Related to line Management TechnologiesImplementing Practices and Processes How Service Offerings and AgreementsHow to Plan and Implement Service Practices Support the Service Lifecycle#Management Technologies Purpose, Objectives, Scope, and Value line


line Successful Services Depend on the Purpose, Objectives, Scope, and Value ofHow Service Offerings and Agreements Customer's Perception of Utility and Strategy Management for IT Services andPractices Support the Service Lifecycle# Warranty the Design Coordination ProcessPurpose, Objectives, Scope, and Value of Relevance of Business Cases and Successful Services Depend on theStrategy Management for IT Services and Return-on-Investment to Service Customer's Perception of Utility andthe Design Coordination Process Offerings and Agreements Practices WarrantySuccessful Services Depend on the Purpose, Objectives, and Scope Relevance of Business Cases andCustomer's Perception of Utility and Business Value Return-on-Investment to Service OfferingsWarranty Policies, Principles, and Basic Concepts and Agreements PracticesRelevance of Business Cases and Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeReturn-on-Investment to Service Offerings Interfaces Business Valueand Agreements Practices Information Management within the Policies, Principles, and Basic ConceptsPurpose, Objectives, and Scope Business Relationship Management Triggers, Inputs, Outputs, and ProcessBusiness Value Process InterfacesPolicies, Principles, and Basic Concepts CSFs and KPIs Information Management within theTriggers, Inputs, Outputs, and Process Challenges and Risks Business Relationship ManagementInterfaces Key Roles and Responsibilities ProcessInformation Management within the Service Portfolio CSFs and KPIsBusiness Relationship Management Purpose, Objectives, and Scope Challenges and RisksProcess Business Value Key Roles and ResponsibilitiesCSFs and KPIs Policies, Principles, and Basic Concepts Service PortfolioChallenges and Risks Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeKey Roles and Responsibilities Interfaces Business ValueService Portfolio Information Management within the Policies, Principles, and Basic ConceptsPurpose, Objectives, and Scope Service Portfolio Management Process Triggers, Inputs, Outputs, and ProcessBusiness Value CSFs and KPIs InterfacesPolicies, Principles, and Basic Concepts Challenges and Risks Information Management within theTriggers, Inputs, Outputs, and Process Key Roles and Responsibilities Service Portfolio Management ProcessInterfaces Purpose, Objectives, and Scope CSFs and KPIsInformation Management within the Service Business Value Challenges and RisksPortfolio Management Process Policies, Principles, and Basic Concepts Key Roles and ResponsibilitiesCSFs and KPIs Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeChallenges and Risks Interfaces Business ValueKey Roles and Responsibilities Information Management within the Policies, Principles, and Basic ConceptsPurpose, Objectives, and Scope Financial Management for IT Services Triggers, Inputs, Outputs, and ProcessBusiness Value Process InterfacesPolicies, Principles, and Basic Concepts CSFs and KPIs Information Management within theTriggers, Inputs, Outputs, and Process Challenges and Risks Financial Management for IT ServicesInterfaces Key Roles and Responsibilities ProcessInformation Management within the Importance of Demand Management to CSFs and KPIsFinancial Management for IT Services Managing Services throughout their Challenges and RisksProcess Lifecycle Key Roles and Responsibilities


CSFs and KPIs Purpose, Objectives, and Scope Importance of Demand Management toChallenges and Risks Business Value Managing Services throughout theirKey Roles and Responsibilities Policies, Principles, and Basic Concepts LifecycleImportance of Demand Management to Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeManaging Services throughout their Interfaces Business ValueLifecycle Information Management within the Policies, Principles, and Basic ConceptsPurpose, Objectives, and Scope Demand Management Process Triggers, Inputs, Outputs, and ProcessBusiness Value CSFs and KPIs InterfacesPolicies, Principles, and Basic Concepts Challenges and Risks Information Management within theTriggers, Inputs, Outputs, and Process Key Roles and Responsibilities Demand Management ProcessInterfaces Importance of the Service Catalog to the CSFs and KPIsInformation Management within the Demand Service Lifecycle Challenges and RisksManagement Process Purpose, Objectives, and Scope Key Roles and ResponsibilitiesCSFs and KPIs Business Value Importance of the Service Catalog to theChallenges and Risks Policies, Principles, and Basic Concepts Service LifecycleKey Roles and Responsibilities Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeImportance of the Service Catalog to the Interfaces Business ValueService Lifecycle Information Management within the Policies, Principles, and Basic ConceptsPurpose, Objectives, and Scope Service Catalog Management Process Triggers, Inputs, Outputs, and ProcessBusiness Value CSFs and KPIs InterfacesPolicies, Principles, and Basic Concepts Challenges and Risks Information Management within theTriggers, Inputs, Outputs, and Process Production of a Service Catalog Service Catalog Management ProcessInterfaces Key Roles and Responsibilities of Service CSFs and KPIsInformation Management within the Service Catalog Management Challenges and RisksCatalog Management Process Importance of Service Level Production of a Service CatalogCSFs and KPIs Management to the Service Lifecycle Key Roles and Responsibilities of ServiceChallenges and Risks Purpose, Objectives, and Scope Catalog ManagementProduction of a Service Catalog Business Value Importance of Service Level ManagementKey Roles and Responsibilities of Service Policies, Principles, and Basic Concepts to the Service LifecycleCatalog Management Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeImportance of Service Level Management to Interfaces Business Valuethe Service Lifecycle Information Management within the Policies, Principles, and Basic ConceptsPurpose, Objectives, and Scope Service Level Management Process Triggers, Inputs, Outputs, and ProcessBusiness Value CSFs and KPIs InterfacesPolicies, Principles, and Basic Concepts Challenges and Risks Information Management within theTriggers, Inputs, Outputs, and Process Contents of Service and Operational Service Level Management ProcessInterfaces Level Agreements (SLAs and OLAs) CSFs and KPIsInformation Management within the Service Key Roles and Responsibilities Challenges and RisksLevel Management Process Purpose, Objectives, and Scope Contents of Service and Operational LevelCSFs and KPIs Business Value Agreements (SLAs and OLAs)Challenges and Risks Policies, Principles, and Basic Concepts Key Roles and ResponsibilitiesContents of Service and Operational Level Triggers, Inputs, Outputs, and Process Purpose, Objectives, and ScopeAgreements (SLAs and OLAs) Interfaces Business ValueKey Roles and Responsibilities Information Management within the Policies, Principles, and Basic ConceptsPurpose, Objectives, and Scope Supplier Management Process Triggers, Inputs, Outputs, and ProcessBusiness Value CSFs and KPIs InterfacesPolicies, Principles, and Basic Concepts Challenges and Risks Information Management within theTriggers, Inputs, Outputs, and Process Key Roles and Responsibilities Supplier Management ProcessInterfaces Generic Requirements for Service CSFs and KPIsInformation Management within the Supplier Management Technologies Challenges and RisksManagement Process Evaluation Criteria for Technology and Key Roles and ResponsibilitiesCSFs and KPIs Tooling for Process Implementation Generic Requirements for ServiceChallenges and Risks Good Procedures for Practice and Management TechnologiesKey Roles and Responsibilities Process Implementation Evaluation Criteria for Technology andGeneric Requirements for Service Challenges, CSFs, and Risks Related to Tooling for Process ImplementationManagement Technologies Implementing Practices and Processes Good Procedures for Practice and ProcessEvaluation Criteria for Technology and How to Plan and Implement Service ImplementationTooling for Process Implementation Management Technologies Challenges, CSFs, and Risks Related toGood Procedures for Practice and Process Implementing Practices and ProcessesImplementation Service Catalog Management How to Plan and Implement ServiceChallenges, CSFs, and Risks Related to line Management TechnologiesImplementing Practices and ProcessesHow to Plan and Implement ServiceManagement Technologies line line



line Purpose, Objectives, Scope, and Value Purpose, Objectives, Scope, and Value ofHow Service Offerings and Agreements of Strategy Management for IT Services Strategy Management for IT Services andPractices Support the Service Lifecycle# and the Design Coordination Process the Design Coordination ProcessPurpose, Objectives, Scope, and Value of Successful Services Depend on the Successful Services Depend on theStrategy Management for IT Services and Customer's Perception of Utility and Customer's Perception of Utility andthe Design Coordination Process Warranty WarrantySuccessful Services Depend on the Relevance of Business Cases and Relevance of Business Cases andCustomer's Perception of Utility and Return-on-Investment to Service Return-on-Investment to Service OfferingsWarranty Offerings and Agreements Practices and Agreements PracticesRelevance of Business Cases and Purpose, Objectives, and Scope Purpose, Objectives, and ScopeReturn-on-Investment to Service Offerings Business Value Business Valueand Agreements Practices Policies, Principles, and Basic Concepts Policies, Principles, and Basic ConceptsPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Triggers, Inputs, Outputs, and ProcessBusiness Value Interfaces InterfacesPolicies, Principles, and Basic Concepts Information Management within the Information Management within theTriggers, Inputs, Outputs, and Process Business Relationship Management Business Relationship ManagementInterfaces Process ProcessInformation Management within the CSFs and KPIs CSFs and KPIsBusiness Relationship Management Challenges and Risks Challenges and RisksProcess Key Roles and Responsibilities Key Roles and ResponsibilitiesCSFs and KPIs Service Portfolio Service PortfolioChallenges and Risks Purpose, Objectives, and Scope Purpose, Objectives, and ScopeKey Roles and Responsibilities Business Value Business ValueService Portfolio Policies, Principles, and Basic Concepts Policies, Principles, and Basic ConceptsPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Triggers, Inputs, Outputs, and ProcessBusiness Value Interfaces InterfacesPolicies, Principles, and Basic Concepts Information Management within the Information Management within theTriggers, Inputs, Outputs, and Process Service Portfolio Management Process Service Portfolio Management ProcessInterfaces CSFs and KPIs CSFs and KPIsInformation Management within the Service Challenges and Risks Challenges and RisksPortfolio Management Process Key Roles and Responsibilities Key Roles and ResponsibilitiesCSFs and KPIs Purpose, Objectives, and Scope Purpose, Objectives, and ScopeChallenges and Risks Business Value Business ValueKey Roles and Responsibilities Policies, Principles, and Basic Concepts Policies, Principles, and Basic ConceptsPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Triggers, Inputs, Outputs, and ProcessBusiness Value Interfaces InterfacesPolicies, Principles, and Basic Concepts Information Management within the Information Management within theTriggers, Inputs, Outputs, and Process Financial Management for IT Services Financial Management for IT ServicesInterfaces Process ProcessInformation Management within the CSFs and KPIs CSFs and KPIsFinancial Management for IT Services Challenges and Risks Challenges and RisksProcess Key Roles and Responsibilities Key Roles and ResponsibilitiesCSFs and KPIs Importance of Demand Management to Importance of Demand Management toChallenges and Risks Managing Services throughout their Managing Services throughout theirKey Roles and Responsibilities Lifecycle LifecycleImportance of Demand Management to Purpose, Objectives, and Scope Purpose, Objectives, and ScopeManaging Services throughout their Business Value Business ValueLifecycle Policies, Principles, and Basic Concepts Policies, Principles, and Basic ConceptsPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Triggers, Inputs, Outputs, and ProcessBusiness Value Interfaces InterfacesPolicies, Principles, and Basic Concepts Information Management within the Information Management within theTriggers, Inputs, Outputs, and Process Demand Management Process Demand Management ProcessInterfaces CSFs and KPIs CSFs and KPIsInformation Management within the Demand Challenges and Risks Challenges and RisksManagement Process Key Roles and Responsibilities Key Roles and ResponsibilitiesCSFs and KPIs Importance of the Service Catalog to the Importance of the Service Catalog to theChallenges and Risks Service Lifecycle Service LifecycleKey Roles and Responsibilities Purpose, Objectives, and Scope Purpose, Objectives, and ScopeImportance of the Service Catalog to the Business Value Business ValueService Lifecycle Policies, Principles, and Basic Concepts Policies, Principles, and Basic ConceptsPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Triggers, Inputs, Outputs, and ProcessBusiness Value Interfaces InterfacesPolicies, Principles, and Basic Concepts Information Management within the Information Management within theTriggers, Inputs, Outputs, and Process Service Catalog Management Process Service Catalog Management ProcessInterfaces CSFs and KPIs CSFs and KPIsInformation Management within the Service Challenges and Risks Challenges and Risks


Catalog Management Process Production of a Service Catalog Production of a Service CatalogCSFs and KPIs Key Roles and Responsibilities of Service Key Roles and Responsibilities of ServiceChallenges and Risks Catalog Management Catalog ManagementProduction of a Service Catalog Importance of Service Level Importance of Service Level ManagementKey Roles and Responsibilities of Service Management to the Service Lifecycle to the Service LifecycleCatalog Management Purpose, Objectives, and Scope Purpose, Objectives, and ScopeImportance of Service Level Management to Business Value Business Valuethe Service Lifecycle Policies, Principles, and Basic Concepts Policies, Principles, and Basic ConceptsPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Triggers, Inputs, Outputs, and ProcessBusiness Value Interfaces InterfacesPolicies, Principles, and Basic Concepts Information Management within the Information Management within theTriggers, Inputs, Outputs, and Process Service Level Management Process Service Level Management ProcessInterfaces CSFs and KPIs CSFs and KPIsInformation Management within the Service Challenges and Risks Challenges and RisksLevel Management Process Contents of Service and Operational Contents of Service and Operational LevelCSFs and KPIs Level Agreements (SLAs and OLAs) Agreements (SLAs and OLAs)Challenges and Risks Key Roles and Responsibilities Key Roles and ResponsibilitiesContents of Service and Operational Level Purpose, Objectives, and Scope Purpose, Objectives, and ScopeAgreements (SLAs and OLAs) Business Value Business ValueKey Roles and Responsibilities Policies, Principles, and Basic Concepts Policies, Principles, and Basic ConceptsPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Triggers, Inputs, Outputs, and ProcessBusiness Value Interfaces InterfacesPolicies, Principles, and Basic Concepts Information Management within the Information Management within theTriggers, Inputs, Outputs, and Process Supplier Management Process Supplier Management ProcessInterfaces CSFs and KPIs CSFs and KPIsInformation Management within the Supplier Challenges and Risks Challenges and RisksManagement Process Key Roles and Responsibilities Key Roles and ResponsibilitiesCSFs and KPIs Generic Requirements for Service Generic Requirements for ServiceChallenges and Risks Management Technologies Management TechnologiesKey Roles and Responsibilities Evaluation Criteria for Technology and Evaluation Criteria for Technology andGeneric Requirements for Service Tooling for Process Implementation Tooling for Process ImplementationManagement Technologies Good Procedures for Practice and Good Procedures for Practice and ProcessEvaluation Criteria for Technology and Process Implementation ImplementationTooling for Process Implementation Challenges, CSFs, and Risks Related to Challenges, CSFs, and Risks Related toGood Procedures for Practice and Process Implementing Practices and Processes Implementing Practices and ProcessesImplementation How to Plan and Implement Service How to Plan and Implement ServiceChallenges, CSFs, and Risks Related to Management Technologies Management TechnologiesImplementing Practices and ProcessesHow to Plan and Implement ServiceManagement Technologies line line


line Purpose, Objectives, Scope, and Value Purpose, Objectives, Scope, and Value ofHow Service Offerings and Agreements of Strategy Management for IT Services Strategy Management for IT Services andPractices Support the Service Lifecycle# and the Design Coordination Process the Design Coordination ProcessPurpose, Objectives, Scope, and Value of Successful Services Depend on the Successful Services Depend on theStrategy Management for IT Services and Customer's Perception of Utility and Customer's Perception of Utility andthe Design Coordination Process Warranty WarrantySuccessful Services Depend on the Relevance of Business Cases and Relevance of Business Cases andCustomer's Perception of Utility and Return-on-Investment to Service Return-on-Investment to Service OfferingsWarranty Offerings and Agreements Practices and Agreements PracticesRelevance of Business Cases and Purpose, Objectives, and Scope Purpose, Objectives, and ScopeReturn-on-Investment to Service Offerings Business Value Business Valueand Agreements Practices Policies, Principles, and Basic Concepts Policies, Principles, and Basic ConceptsPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Triggers, Inputs, Outputs, and ProcessBusiness Value Interfaces InterfacesPolicies, Principles, and Basic Concepts Information Management within the Information Management within theTriggers, Inputs, Outputs, and Process Business Relationship Management Business Relationship ManagementInterfaces Process ProcessInformation Management within the CSFs and KPIs CSFs and KPIsBusiness Relationship Management Challenges and Risks Challenges and RisksProcess Key Roles and Responsibilities Key Roles and ResponsibilitiesCSFs and KPIs Service Portfolio Service PortfolioChallenges and Risks Purpose, Objectives, and Scope Purpose, Objectives, and ScopeKey Roles and Responsibilities Business Value Business ValueService Portfolio Policies, Principles, and Basic Concepts Policies, Principles, and Basic Concepts


Purpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Triggers, Inputs, Outputs, and ProcessBusiness Value Interfaces InterfacesPolicies, Principles, and Basic Concepts Information Management within the Information Management within theTriggers, Inputs, Outputs, and Process Service Portfolio Management Process Service Portfolio Management ProcessInterfaces CSFs and KPIs CSFs and KPIsInformation Management within the Service Challenges and Risks Challenges and RisksPortfolio Management Process Key Roles and Responsibilities Key Roles and ResponsibilitiesCSFs and KPIs Purpose, Objectives, and Scope Purpose, Objectives, and ScopeChallenges and Risks Business Value Business ValueKey Roles and Responsibilities Policies, Principles, and Basic Concepts Policies, Principles, and Basic ConceptsPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Triggers, Inputs, Outputs, and ProcessBusiness Value Interfaces InterfacesPolicies, Principles, and Basic Concepts Information Management within the Information Management within theTriggers, Inputs, Outputs, and Process Financial Management for IT Services Financial Management for IT ServicesInterfaces Process ProcessInformation Management within the CSFs and KPIs CSFs and KPIsFinancial Management for IT Services Challenges and Risks Challenges and RisksProcess Key Roles and Responsibilities Key Roles and ResponsibilitiesCSFs and KPIs Importance of Demand Management to Importance of Demand Management toChallenges and Risks Managing Services throughout their Managing Services throughout theirKey Roles and Responsibilities Lifecycle LifecycleImportance of Demand Management to Purpose, Objectives, and Scope Purpose, Objectives, and ScopeManaging Services throughout their Business Value Business ValueLifecycle Policies, Principles, and Basic Concepts Policies, Principles, and Basic ConceptsPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Triggers, Inputs, Outputs, and ProcessBusiness Value Interfaces InterfacesPolicies, Principles, and Basic Concepts Information Management within the Information Management within theTriggers, Inputs, Outputs, and Process Demand Management Process Demand Management ProcessInterfaces CSFs and KPIs CSFs and KPIsInformation Management within the Demand Challenges and Risks Challenges and RisksManagement Process Key Roles and Responsibilities Key Roles and ResponsibilitiesCSFs and KPIs Importance of the Service Catalog to the Importance of the Service Catalog to theChallenges and Risks Service Lifecycle Service LifecycleKey Roles and Responsibilities Purpose, Objectives, and Scope Purpose, Objectives, and ScopeImportance of the Service Catalog to the Business Value Business ValueService Lifecycle Policies, Principles, and Basic Concepts Policies, Principles, and Basic ConceptsPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Triggers, Inputs, Outputs, and ProcessBusiness Value Interfaces InterfacesPolicies, Principles, and Basic Concepts Information Management within the Information Management within theTriggers, Inputs, Outputs, and Process Service Catalog Management Process Service Catalog Management ProcessInterfaces CSFs and KPIs CSFs and KPIsInformation Management within the Service Challenges and Risks Challenges and RisksCatalog Management Process Production of a Service Catalog Production of a Service CatalogCSFs and KPIs Key Roles and Responsibilities of Service Key Roles and Responsibilities of ServiceChallenges and Risks Catalog Management Catalog ManagementProduction of a Service Catalog Importance of Service Level Importance of Service Level ManagementKey Roles and Responsibilities of Service Management to the Service Lifecycle to the Service LifecycleCatalog Management Purpose, Objectives, and Scope Purpose, Objectives, and ScopeImportance of Service Level Management to Business Value Business Valuethe Service Lifecycle Policies, Principles, and Basic Concepts Policies, Principles, and Basic ConceptsPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Triggers, Inputs, Outputs, and ProcessBusiness Value Interfaces InterfacesPolicies, Principles, and Basic Concepts Information Management within the Information Management within theTriggers, Inputs, Outputs, and Process Service Level Management Process Service Level Management ProcessInterfaces CSFs and KPIs CSFs and KPIsInformation Management within the Service Challenges and Risks Challenges and RisksLevel Management Process Contents of Service and Operational Contents of Service and Operational LevelCSFs and KPIs Level Agreements (SLAs and OLAs) Agreements (SLAs and OLAs)Challenges and Risks Key Roles and Responsibilities Key Roles and ResponsibilitiesContents of Service and Operational Level Purpose, Objectives, and Scope Purpose, Objectives, and ScopeAgreements (SLAs and OLAs) Business Value Business ValueKey Roles and Responsibilities Policies, Principles, and Basic Concepts Policies, Principles, and Basic ConceptsPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Triggers, Inputs, Outputs, and ProcessBusiness Value Interfaces InterfacesPolicies, Principles, and Basic Concepts Information Management within the Information Management within theTriggers, Inputs, Outputs, and Process Supplier Management Process Supplier Management Process


Interfaces CSFs and KPIs CSFs and KPIsInformation Management within the Supplier Challenges and Risks Challenges and RisksManagement Process Key Roles and Responsibilities Key Roles and ResponsibilitiesCSFs and KPIs Generic Requirements for Service Generic Requirements for ServiceChallenges and Risks Management Technologies Management TechnologiesKey Roles and Responsibilities Evaluation Criteria for Technology and Evaluation Criteria for Technology andGeneric Requirements for Service Tooling for Process Implementation Tooling for Process ImplementationManagement Technologies Good Procedures for Practice and Good Procedures for Practice and ProcessEvaluation Criteria for Technology and Process Implementation ImplementationTooling for Process Implementation Challenges, CSFs, and Risks Related to Challenges, CSFs, and Risks Related toGood Procedures for Practice and Process Implementing Practices and Processes Implementing Practices and ProcessesImplementation How to Plan and Implement Service How to Plan and Implement ServiceChallenges, CSFs, and Risks Related to Management Technologies Management TechnologiesImplementing Practices and ProcessesHow to Plan and Implement ServiceManagement Technologies line line


line Purpose, Objectives, Scope, and Value Purpose, Objectives, Scope, and Value ofHow Service Offerings and Agreements of Strategy Management for IT Services Strategy Management for IT Services andPractices Support the Service Lifecycle# and the Design Coordination Process the Design Coordination ProcessPurpose, Objectives, Scope, and Value of Successful Services Depend on the Successful Services Depend on theStrategy Management for IT Services and Customer's Perception of Utility and Customer's Perception of Utility andthe Design Coordination Process Warranty WarrantySuccessful Services Depend on the Relevance of Business Cases and Relevance of Business Cases andCustomer's Perception of Utility and Return-on-Investment to Service Return-on-Investment to Service OfferingsWarranty Offerings and Agreements Practices and Agreements PracticesRelevance of Business Cases and Purpose, Objectives, and Scope Purpose, Objectives, and ScopeReturn-on-Investment to Service Offerings Business Value Business Valueand Agreements Practices Policies, Principles, and Basic Concepts Policies, Principles, and Basic ConceptsPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Triggers, Inputs, Outputs, and ProcessBusiness Value Interfaces InterfacesPolicies, Principles, and Basic Concepts Information Management within the Information Management within theTriggers, Inputs, Outputs, and Process Business Relationship Management Business Relationship ManagementInterfaces Process ProcessInformation Management within the CSFs and KPIs CSFs and KPIsBusiness Relationship Management Challenges and Risks Challenges and RisksProcess Key Roles and Responsibilities Key Roles and ResponsibilitiesCSFs and KPIs Service Portfolio Service PortfolioChallenges and Risks Purpose, Objectives, and Scope Purpose, Objectives, and ScopeKey Roles and Responsibilities Business Value Business ValueService Portfolio Policies, Principles, and Basic Concepts Policies, Principles, and Basic ConceptsPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Triggers, Inputs, Outputs, and ProcessBusiness Value Interfaces InterfacesPolicies, Principles, and Basic Concepts Information Management within the Information Management within theTriggers, Inputs, Outputs, and Process Service Portfolio Management Process Service Portfolio Management ProcessInterfaces CSFs and KPIs CSFs and KPIsInformation Management within the Service Challenges and Risks Challenges and RisksPortfolio Management Process Key Roles and Responsibilities Key Roles and ResponsibilitiesCSFs and KPIs Purpose, Objectives, and Scope Purpose, Objectives, and ScopeChallenges and Risks Business Value Business ValueKey Roles and Responsibilities Policies, Principles, and Basic Concepts Policies, Principles, and Basic ConceptsPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Triggers, Inputs, Outputs, and ProcessBusiness Value Interfaces InterfacesPolicies, Principles, and Basic Concepts Information Management within the Information Management within theTriggers, Inputs, Outputs, and Process Financial Management for IT Services Financial Management for IT ServicesInterfaces Process ProcessInformation Management within the CSFs and KPIs CSFs and KPIsFinancial Management for IT Services Challenges and Risks Challenges and RisksProcess Key Roles and Responsibilities Key Roles and ResponsibilitiesCSFs and KPIs Importance of Demand Management to Importance of Demand Management toChallenges and Risks Managing Services throughout their Managing Services throughout theirKey Roles and Responsibilities Lifecycle LifecycleImportance of Demand Management to Purpose, Objectives, and Scope Purpose, Objectives, and ScopeManaging Services throughout their Business Value Business ValueLifecycle Policies, Principles, and Basic Concepts Policies, Principles, and Basic Concepts


Purpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Triggers, Inputs, Outputs, and ProcessBusiness Value Interfaces InterfacesPolicies, Principles, and Basic Concepts Information Management within the Information Management within theTriggers, Inputs, Outputs, and Process Demand Management Process Demand Management ProcessInterfaces CSFs and KPIs CSFs and KPIsInformation Management within the Demand Challenges and Risks Challenges and RisksManagement Process Key Roles and Responsibilities Key Roles and ResponsibilitiesCSFs and KPIs Importance of the Service Catalog to the Importance of the Service Catalog to theChallenges and Risks Service Lifecycle Service LifecycleKey Roles and Responsibilities Purpose, Objectives, and Scope Purpose, Objectives, and ScopeImportance of the Service Catalog to the Business Value Business ValueService Lifecycle Policies, Principles, and Basic Concepts Policies, Principles, and Basic ConceptsPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Triggers, Inputs, Outputs, and ProcessBusiness Value Interfaces InterfacesPolicies, Principles, and Basic Concepts Information Management within the Information Management within theTriggers, Inputs, Outputs, and Process Service Catalog Management Process Service Catalog Management ProcessInterfaces CSFs and KPIs CSFs and KPIsInformation Management within the Service Challenges and Risks Challenges and RisksCatalog Management Process Production of a Service Catalog Production of a Service CatalogCSFs and KPIs Key Roles and Responsibilities of Service Key Roles and Responsibilities of ServiceChallenges and Risks Catalog Management Catalog ManagementProduction of a Service Catalog Importance of Service Level Importance of Service Level ManagementKey Roles and Responsibilities of Service Management to the Service Lifecycle to the Service LifecycleCatalog Management Purpose, Objectives, and Scope Purpose, Objectives, and ScopeImportance of Service Level Management to Business Value Business Valuethe Service Lifecycle Policies, Principles, and Basic Concepts Policies, Principles, and Basic ConceptsPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Triggers, Inputs, Outputs, and ProcessBusiness Value Interfaces InterfacesPolicies, Principles, and Basic Concepts Information Management within the Information Management within theTriggers, Inputs, Outputs, and Process Service Level Management Process Service Level Management ProcessInterfaces CSFs and KPIs CSFs and KPIsInformation Management within the Service Challenges and Risks Challenges and RisksLevel Management Process Contents of Service and Operational Contents of Service and Operational LevelCSFs and KPIs Level Agreements (SLAs and OLAs) Agreements (SLAs and OLAs)Challenges and Risks Key Roles and Responsibilities Key Roles and ResponsibilitiesContents of Service and Operational Level Purpose, Objectives, and Scope Purpose, Objectives, and ScopeAgreements (SLAs and OLAs) Business Value Business ValueKey Roles and Responsibilities Policies, Principles, and Basic Concepts Policies, Principles, and Basic ConceptsPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Triggers, Inputs, Outputs, and ProcessBusiness Value Interfaces InterfacesPolicies, Principles, and Basic Concepts Information Management within the Information Management within theTriggers, Inputs, Outputs, and Process Supplier Management Process Supplier Management ProcessInterfaces CSFs and KPIs CSFs and KPIsInformation Management within the Supplier Challenges and Risks Challenges and RisksManagement Process Key Roles and Responsibilities Key Roles and ResponsibilitiesCSFs and KPIs Generic Requirements for Service Generic Requirements for ServiceChallenges and Risks Management Technologies Management TechnologiesKey Roles and Responsibilities Evaluation Criteria for Technology and Evaluation Criteria for Technology andGeneric Requirements for Service Tooling for Process Implementation Tooling for Process ImplementationManagement Technologies Good Procedures for Practice and Good Procedures for Practice and ProcessEvaluation Criteria for Technology and Process Implementation ImplementationTooling for Process Implementation Challenges, CSFs, and Risks Related to Challenges, CSFs, and Risks Related toGood Procedures for Practice and Process Implementing Practices and Processes Implementing Practices and ProcessesImplementation How to Plan and Implement Service How to Plan and Implement ServiceChallenges, CSFs, and Risks Related to Management Technologies Management TechnologiesImplementing Practices and ProcessesHow to Plan and Implement Service Technology and ImplementationManagement Technologies line Considerations

How Service Offerings and Agreements linePractices Support the Service Lifecycle#

line Purpose, Objectives, Scope, and ValueHow Service Offerings and Agreements of Strategy Management for IT Services linePractices Support the Service Lifecycle# and the Design Coordination Process How Service Offerings and AgreementsPurpose, Objectives, Scope, and Value of Successful Services Depend on the Practices Support the Service Lifecycle#Strategy Management for IT Services and Customer's Perception of Utility and Purpose, Objectives, Scope, and Value ofthe Design Coordination Process Warranty Strategy Management for IT Services and


Successful Services Depend on the Relevance of Business Cases and the Design Coordination ProcessCustomer's Perception of Utility and Return-on-Investment to Service Successful Services Depend on theWarranty Offerings and Agreements Practices Customer's Perception of Utility andRelevance of Business Cases and Purpose, Objectives, and Scope WarrantyReturn-on-Investment to Service Offerings Business Value Relevance of Business Cases andand Agreements Practices Policies, Principles, and Basic Concepts Return-on-Investment to Service OfferingsPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process and Agreements PracticesBusiness Value Interfaces Purpose, Objectives, and ScopePolicies, Principles, and Basic Concepts Information Management within the Business ValueTriggers, Inputs, Outputs, and Process Business Relationship Management Policies, Principles, and Basic ConceptsInterfaces Process Triggers, Inputs, Outputs, and ProcessInformation Management within the CSFs and KPIs InterfacesBusiness Relationship Management Challenges and Risks Information Management within theProcess Key Roles and Responsibilities Business Relationship ManagementCSFs and KPIs Service Portfolio ProcessChallenges and Risks Purpose, Objectives, and Scope CSFs and KPIsKey Roles and Responsibilities Business Value Challenges and RisksService Portfolio Policies, Principles, and Basic Concepts Key Roles and ResponsibilitiesPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Service PortfolioBusiness Value Interfaces Purpose, Objectives, and ScopePolicies, Principles, and Basic Concepts Information Management within the Business ValueTriggers, Inputs, Outputs, and Process Service Portfolio Management Process Policies, Principles, and Basic ConceptsInterfaces CSFs and KPIs Triggers, Inputs, Outputs, and ProcessInformation Management within the Service Challenges and Risks InterfacesPortfolio Management Process Key Roles and Responsibilities Information Management within theCSFs and KPIs Purpose, Objectives, and Scope Service Portfolio Management ProcessChallenges and Risks Business Value CSFs and KPIsKey Roles and Responsibilities Policies, Principles, and Basic Concepts Challenges and RisksPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Key Roles and ResponsibilitiesBusiness Value Interfaces Purpose, Objectives, and ScopePolicies, Principles, and Basic Concepts Information Management within the Business ValueTriggers, Inputs, Outputs, and Process Financial Management for IT Services Policies, Principles, and Basic ConceptsInterfaces Process Triggers, Inputs, Outputs, and ProcessInformation Management within the CSFs and KPIs InterfacesFinancial Management for IT Services Challenges and Risks Information Management within theProcess Key Roles and Responsibilities Financial Management for IT ServicesCSFs and KPIs Importance of Demand Management to ProcessChallenges and Risks Managing Services throughout their CSFs and KPIsKey Roles and Responsibilities Lifecycle Challenges and RisksImportance of Demand Management to Purpose, Objectives, and Scope Key Roles and ResponsibilitiesManaging Services throughout their Business Value Importance of Demand Management toLifecycle Policies, Principles, and Basic Concepts Managing Services throughout theirPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process LifecycleBusiness Value Interfaces Purpose, Objectives, and ScopePolicies, Principles, and Basic Concepts Information Management within the Business ValueTriggers, Inputs, Outputs, and Process Demand Management Process Policies, Principles, and Basic ConceptsInterfaces CSFs and KPIs Triggers, Inputs, Outputs, and ProcessInformation Management within the Demand Challenges and Risks InterfacesManagement Process Key Roles and Responsibilities Information Management within theCSFs and KPIs Importance of the Service Catalog to the Demand Management ProcessChallenges and Risks Service Lifecycle CSFs and KPIsKey Roles and Responsibilities Purpose, Objectives, and Scope Challenges and RisksImportance of the Service Catalog to the Business Value Key Roles and ResponsibilitiesService Lifecycle Policies, Principles, and Basic Concepts Importance of the Service Catalog to thePurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Service LifecycleBusiness Value Interfaces Purpose, Objectives, and ScopePolicies, Principles, and Basic Concepts Information Management within the Business ValueTriggers, Inputs, Outputs, and Process Service Catalog Management Process Policies, Principles, and Basic ConceptsInterfaces CSFs and KPIs Triggers, Inputs, Outputs, and ProcessInformation Management within the Service Challenges and Risks InterfacesCatalog Management Process Production of a Service Catalog Information Management within theCSFs and KPIs Key Roles and Responsibilities of Service Service Catalog Management ProcessChallenges and Risks Catalog Management CSFs and KPIsProduction of a Service Catalog Importance of Service Level Challenges and RisksKey Roles and Responsibilities of Service Management to the Service Lifecycle Production of a Service CatalogCatalog Management Purpose, Objectives, and Scope Key Roles and Responsibilities of Service


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How Service Offerings and Agreements Management TechnologiesPractices Support the Service Lifecycle#

line Purpose, Objectives, Scope, and ValueHow Service Offerings and Agreements of Strategy Management for IT Services linePractices Support the Service Lifecycle# and the Design Coordination Process How Service Offerings and AgreementsPurpose, Objectives, Scope, and Value of Successful Services Depend on the Practices Support the Service Lifecycle#Strategy Management for IT Services and Customer's Perception of Utility and Purpose, Objectives, Scope, and Value ofthe Design Coordination Process Warranty Strategy Management for IT Services andSuccessful Services Depend on the Relevance of Business Cases and the Design Coordination ProcessCustomer's Perception of Utility and Return-on-Investment to Service Successful Services Depend on theWarranty Offerings and Agreements Practices Customer's Perception of Utility andRelevance of Business Cases and Purpose, Objectives, and Scope WarrantyReturn-on-Investment to Service Offerings Business Value Relevance of Business Cases andand Agreements Practices Policies, Principles, and Basic Concepts Return-on-Investment to Service OfferingsPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process and Agreements PracticesBusiness Value Interfaces Purpose, Objectives, and ScopePolicies, Principles, and Basic Concepts Information Management within the Business ValueTriggers, Inputs, Outputs, and Process Business Relationship Management Policies, Principles, and Basic ConceptsInterfaces Process Triggers, Inputs, Outputs, and ProcessInformation Management within the CSFs and KPIs InterfacesBusiness Relationship Management Challenges and Risks Information Management within theProcess Key Roles and Responsibilities Business Relationship ManagementCSFs and KPIs Service Portfolio ProcessChallenges and Risks Purpose, Objectives, and Scope CSFs and KPIsKey Roles and Responsibilities Business Value Challenges and RisksService Portfolio Policies, Principles, and Basic Concepts Key Roles and ResponsibilitiesPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Service PortfolioBusiness Value Interfaces Purpose, Objectives, and ScopePolicies, Principles, and Basic Concepts Information Management within the Business ValueTriggers, Inputs, Outputs, and Process Service Portfolio Management Process Policies, Principles, and Basic ConceptsInterfaces CSFs and KPIs Triggers, Inputs, Outputs, and ProcessInformation Management within the Service Challenges and Risks Interfaces


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Management to ProcessChallenges and Risks Managing Services throughout their CSFs and KPIsKey Roles and Responsibilities Lifecycle Challenges and RisksImportance of Demand Management to Purpose, Objectives, and Scope Key Roles and ResponsibilitiesManaging Services throughout their Business Value Importance of Demand Management toLifecycle Policies, Principles, and Basic Concepts Managing Services throughout theirPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process LifecycleBusiness Value Interfaces Purpose, Objectives, and ScopePolicies, Principles, and Basic Concepts Information Management within the Business ValueTriggers, Inputs, Outputs, and Process Demand Management Process Policies, Principles, and Basic ConceptsInterfaces CSFs and KPIs Triggers, Inputs, Outputs, and ProcessInformation Management within the Demand Challenges and Risks InterfacesManagement Process Key Roles and Responsibilities Information Management within theCSFs and KPIs Importance of the Service Catalog to the Demand Management ProcessChallenges and Risks Service Lifecycle CSFs and KPIsKey Roles and Responsibilities Purpose, Objectives, and Scope Challenges and RisksImportance of the Service Catalog to the Business Value Key Roles and ResponsibilitiesService Lifecycle Policies, Principles, and Basic Concepts Importance of the Service Catalog to thePurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Service LifecycleBusiness Value Interfaces Purpose, Objectives, and ScopePolicies, Principles, and Basic Concepts Information Management within the Business ValueTriggers, Inputs, Outputs, and Process Service Catalog Management Process Policies, Principles, and Basic ConceptsInterfaces CSFs and KPIs Triggers, Inputs, Outputs, and ProcessInformation Management within the Service Challenges and Risks InterfacesCatalog Management Process Production of a Service Catalog Information Management within theCSFs and KPIs Key Roles and Responsibilities of Service Service Catalog Management ProcessChallenges and Risks Catalog Management CSFs and KPIsProduction of a Service Catalog Importance of Service Level Challenges and RisksKey Roles and Responsibilities of Service Management to the Service Lifecycle Production of a Service CatalogCatalog Management Purpose, Objectives, and Scope Key Roles and Responsibilities of ServiceImportance of Service Level Management to Business Value Catalog Managementthe Service Lifecycle Policies, Principles, and Basic Concepts Importance of Service Level ManagementPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process to the Service LifecycleBusiness Value Interfaces Purpose, Objectives, and ScopePolicies, Principles, and Basic Concepts Information Management within the Business ValueTriggers, Inputs, Outputs, and Process Service Level Management Process Policies, Principles, and Basic ConceptsInterfaces CSFs and KPIs Triggers, Inputs, Outputs, and ProcessInformation Management within the Service Challenges and Risks InterfacesLevel Management Process Contents of Service and Operational Information Management within theCSFs and KPIs Level Agreements (SLAs and OLAs) Service Level Management ProcessChallenges and Risks Key Roles and Responsibilities CSFs and KPIsContents of Service and Operational Level Purpose, Objectives, and Scope Challenges and RisksAgreements (SLAs and OLAs) Business Value Contents of Service and Operational LevelKey Roles and Responsibilities Policies, Principles, and Basic Concepts Agreements (SLAs and OLAs)Purpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Key Roles and ResponsibilitiesBusiness Value Interfaces Purpose, Objectives, and ScopePolicies, Principles, and Basic Concepts Information Management within the Business ValueTriggers, Inputs, Outputs, and Process Supplier Management Process Policies, Principles, and Basic ConceptsInterfaces CSFs and KPIs Triggers, Inputs, Outputs, and ProcessInformation Management within the Supplier Challenges and Risks InterfacesManagement Process Key Roles and Responsibilities Information Management within theCSFs and KPIs Generic Requirements for Service Supplier Management ProcessChallenges and Risks Management Technologies CSFs and KPIsKey Roles and Responsibilities Evaluation Criteria for Technology and Challenges and Risks


Generic Requirements for Service Tooling for Process Implementation Key Roles and ResponsibilitiesManagement Technologies Good Procedures for Practice and Generic Requirements for ServiceEvaluation Criteria for Technology and Process Implementation Management TechnologiesTooling for Process Implementation Challenges, CSFs, and Risks Related to Evaluation Criteria for Technology andGood Procedures for Practice and Process Implementing Practices and Processes Tooling for Process ImplementationImplementation How to Plan and Implement Service Good Procedures for Practice and ProcessChallenges, CSFs, and Risks Related to Management Technologies ImplementationImplementing Practices and Processes Challenges, CSFs, and Risks Related toHow to Plan and Implement Service Implementing Practices and ProcessesManagement Technologies line How to Plan and Implement Service


line Purpose, Objectives, Scope, and ValueHow Service Offerings and Agreements of Strategy Management for IT Services linePractices Support the Service Lifecycle# and the Design Coordination Process How Service Offerings and AgreementsPurpose, Objectives, Scope, and Value of Successful Services Depend on the Practices Support the Service Lifecycle#Strategy Management for IT Services and Customer's Perception of Utility and Purpose, Objectives, Scope, and Value ofthe Design Coordination Process Warranty Strategy Management for IT Services andSuccessful Services Depend on the Relevance of Business Cases and the Design Coordination ProcessCustomer's Perception of Utility and Return-on-Investment to Service Successful Services Depend on theWarranty Offerings and Agreements Practices Customer's Perception of Utility andRelevance of Business Cases and Purpose, Objectives, and Scope WarrantyReturn-on-Investment to Service Offerings Business Value Relevance of Business Cases andand Agreements Practices Policies, Principles, and Basic Concepts Return-on-Investment to Service OfferingsPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process and Agreements PracticesBusiness Value Interfaces Purpose, Objectives, and ScopePolicies, Principles, and Basic Concepts Information Management within the Business ValueTriggers, Inputs, Outputs, and Process Business Relationship Management Policies, Principles, and Basic ConceptsInterfaces Process Triggers, Inputs, Outputs, and ProcessInformation Management within the CSFs and KPIs InterfacesBusiness Relationship Management Challenges and Risks Information Management within theProcess Key Roles and Responsibilities Business Relationship ManagementCSFs and KPIs Service Portfolio ProcessChallenges and Risks Purpose, Objectives, and Scope CSFs and KPIsKey Roles and Responsibilities Business Value Challenges and RisksService Portfolio Policies, Principles, and Basic Concepts Key Roles and ResponsibilitiesPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Service PortfolioBusiness Value Interfaces Purpose, Objectives, and ScopePolicies, Principles, and Basic Concepts Information Management within the Business ValueTriggers, Inputs, Outputs, and Process Service Portfolio Management Process Policies, Principles, and Basic ConceptsInterfaces CSFs and KPIs Triggers, Inputs, Outputs, and ProcessInformation Management within the Service Challenges and Risks InterfacesPortfolio Management Process Key Roles and Responsibilities Information Management within theCSFs and KPIs Purpose, Objectives, and Scope Service Portfolio Management ProcessChallenges and Risks Business Value CSFs and KPIsKey Roles and Responsibilities Policies, Principles, and Basic Concepts Challenges and RisksPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Key Roles and ResponsibilitiesBusiness Value Interfaces Purpose, Objectives, and ScopePolicies, Principles, and Basic Concepts Information Management within the Business ValueTriggers, Inputs, Outputs, and Process Financial Management for IT Services Policies, Principles, and Basic ConceptsInterfaces Process Triggers, Inputs, Outputs, and ProcessInformation Management within the CSFs and KPIs InterfacesFinancial Management for IT Services Challenges and Risks Information Management within theProcess Key Roles and Responsibilities Financial Management for IT ServicesCSFs and KPIs Importance of Demand Management to ProcessChallenges and Risks Managing Services throughout their CSFs and KPIsKey Roles and Responsibilities Lifecycle Challenges and RisksImportance of Demand Management to Purpose, Objectives, and Scope Key Roles and ResponsibilitiesManaging Services throughout their Business Value Importance of Demand Management toLifecycle Policies, Principles, and Basic Concepts Managing Services throughout theirPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process LifecycleBusiness Value Interfaces Purpose, Objectives, and ScopePolicies, Principles, and Basic Concepts Information Management within the Business ValueTriggers, Inputs, Outputs, and Process Demand Management Process Policies, Principles, and Basic ConceptsInterfaces CSFs and KPIs Triggers, Inputs, Outputs, and ProcessInformation Management within the Demand Challenges and Risks Interfaces


Management Process Key Roles and Responsibilities Information Management within theCSFs and KPIs Importance of the Service Catalog to the Demand Management ProcessChallenges and Risks Service Lifecycle CSFs and KPIsKey Roles and Responsibilities Purpose, Objectives, and Scope Challenges and RisksImportance of the Service Catalog to the Business Value Key Roles and ResponsibilitiesService Lifecycle Policies, Principles, and Basic Concepts Importance of the Service Catalog to thePurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Service LifecycleBusiness Value Interfaces Purpose, Objectives, and ScopePolicies, Principles, and Basic Concepts Information Management within the Business ValueTriggers, Inputs, Outputs, and Process Service Catalog Management Process Policies, Principles, and Basic ConceptsInterfaces CSFs and KPIs Triggers, Inputs, Outputs, and ProcessInformation Management within the Service Challenges and Risks InterfacesCatalog Management Process Production of a Service Catalog Information Management within theCSFs and KPIs Key Roles and Responsibilities of Service Service Catalog Management ProcessChallenges and Risks Catalog Management CSFs and KPIsProduction of a Service Catalog Importance of Service Level Challenges and RisksKey Roles and Responsibilities of Service Management to the Service Lifecycle Production of a Service CatalogCatalog Management Purpose, Objectives, and Scope Key Roles and Responsibilities of ServiceImportance of Service Level Management to Business Value Catalog Managementthe Service Lifecycle Policies, Principles, and Basic Concepts Importance of Service Level ManagementPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process to the Service LifecycleBusiness Value Interfaces Purpose, Objectives, and ScopePolicies, Principles, and Basic Concepts Information Management within the Business ValueTriggers, Inputs, Outputs, and Process Service Level Management Process Policies, Principles, and Basic ConceptsInterfaces CSFs and KPIs Triggers, Inputs, Outputs, and ProcessInformation Management within the Service Challenges and Risks InterfacesLevel Management Process Contents of Service and Operational Information Management within theCSFs and KPIs Level Agreements (SLAs and OLAs) Service Level Management ProcessChallenges and Risks Key Roles and Responsibilities CSFs and KPIsContents of Service and Operational Level Purpose, Objectives, and Scope Challenges and RisksAgreements (SLAs and OLAs) Business Value Contents of Service and Operational LevelKey Roles and Responsibilities Policies, Principles, and Basic Concepts Agreements (SLAs and OLAs)Purpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Key Roles and ResponsibilitiesBusiness Value Interfaces Purpose, Objectives, and ScopePolicies, Principles, and Basic Concepts Information Management within the Business ValueTriggers, Inputs, Outputs, and Process Supplier Management Process Policies, Principles, and Basic ConceptsInterfaces CSFs and KPIs Triggers, Inputs, Outputs, and ProcessInformation Management within the Supplier Challenges and Risks InterfacesManagement Process Key Roles and Responsibilities Information Management within theCSFs and KPIs Generic Requirements for Service Supplier Management ProcessChallenges and Risks Management Technologies CSFs and KPIsKey Roles and Responsibilities Evaluation Criteria for Technology and Challenges and RisksGeneric Requirements for Service Tooling for Process Implementation Key Roles and ResponsibilitiesManagement Technologies Good Procedures for Practice and Generic Requirements for ServiceEvaluation Criteria for Technology and Process Implementation Management TechnologiesTooling for Process Implementation Challenges, CSFs, and Risks Related to Evaluation Criteria for Technology andGood Procedures for Practice and Process Implementing Practices and Processes Tooling for Process ImplementationImplementation How to Plan and Implement Service Good Procedures for Practice and ProcessChallenges, CSFs, and Risks Related to Management Technologies ImplementationImplementing Practices and Processes Challenges, CSFs, and Risks Related toHow to Plan and Implement Service Implementing Practices and ProcessesManagement Technologies line How to Plan and Implement Service


line Purpose, Objectives, Scope, and ValueHow Service Offerings and Agreements of Strategy Management for IT Services linePractices Support the Service Lifecycle# and the Design Coordination Process How Service Offerings and AgreementsPurpose, Objectives, Scope, and Value of Successful Services Depend on the Practices Support the Service Lifecycle#Strategy Management for IT Services and Customer's Perception of Utility and Purpose, Objectives, Scope, and Value ofthe Design Coordination Process Warranty Strategy Management for IT Services andSuccessful Services Depend on the Relevance of Business Cases and the Design Coordination ProcessCustomer's Perception of Utility and Return-on-Investment to Service Successful Services Depend on theWarranty Offerings and Agreements Practices Customer's Perception of Utility andRelevance of Business Cases and Purpose, Objectives, and Scope WarrantyReturn-on-Investment to Service Offerings Business Value Relevance of Business Cases andand Agreements Practices Policies, Principles, and Basic Concepts Return-on-Investment to Service Offerings


Purpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process and Agreements PracticesBusiness Value Interfaces Purpose, Objectives, and ScopePolicies, Principles, and Basic Concepts Information Management within the Business ValueTriggers, Inputs, Outputs, and Process Business Relationship Management Policies, Principles, and Basic ConceptsInterfaces Process Triggers, Inputs, Outputs, and ProcessInformation Management within the CSFs and KPIs InterfacesBusiness Relationship Management Challenges and Risks Information Management within theProcess Key Roles and Responsibilities Business Relationship ManagementCSFs and KPIs Service Portfolio ProcessChallenges and Risks Purpose, Objectives, and Scope CSFs and KPIsKey Roles and Responsibilities Business Value Challenges and RisksService Portfolio Policies, Principles, and Basic Concepts Key Roles and ResponsibilitiesPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Service PortfolioBusiness Value Interfaces Purpose, Objectives, and ScopePolicies, Principles, and Basic Concepts Information Management within the Business ValueTriggers, Inputs, Outputs, and Process Service Portfolio Management Process Policies, Principles, and Basic ConceptsInterfaces CSFs and KPIs Triggers, Inputs, Outputs, and ProcessInformation Management within the Service Challenges and Risks InterfacesPortfolio Management Process Key Roles and Responsibilities Information Management within theCSFs and KPIs Purpose, Objectives, and Scope Service Portfolio Management ProcessChallenges and Risks Business Value CSFs and KPIsKey Roles and Responsibilities Policies, Principles, and Basic Concepts Challenges and RisksPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Key Roles and ResponsibilitiesBusiness Value Interfaces Purpose, Objectives, and ScopePolicies, Principles, and Basic Concepts Information Management within the Business ValueTriggers, Inputs, Outputs, and Process Financial Management for IT Services Policies, Principles, and Basic ConceptsInterfaces Process Triggers, Inputs, Outputs, and ProcessInformation Management within the CSFs and KPIs InterfacesFinancial Management for IT Services Challenges and Risks Information Management within theProcess Key Roles and Responsibilities Financial Management for IT ServicesCSFs and KPIs Importance of Demand Management to ProcessChallenges and Risks Managing Services throughout their CSFs and KPIsKey Roles and Responsibilities Lifecycle Challenges and RisksImportance of Demand Management to Purpose, Objectives, and Scope Key Roles and ResponsibilitiesManaging Services throughout their Business Value Importance of Demand Management toLifecycle Policies, Principles, and Basic Concepts Managing Services throughout theirPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process LifecycleBusiness Value Interfaces Purpose, Objectives, and ScopePolicies, Principles, and Basic Concepts Information Management within the Business ValueTriggers, Inputs, Outputs, and Process Demand Management Process Policies, Principles, and Basic ConceptsInterfaces CSFs and KPIs Triggers, Inputs, Outputs, and ProcessInformation Management within the Demand Challenges and Risks InterfacesManagement Process Key Roles and Responsibilities Information Management within theCSFs and KPIs Importance of the Service Catalog to the Demand Management ProcessChallenges and Risks Service Lifecycle CSFs and KPIsKey Roles and Responsibilities Purpose, Objectives, and Scope Challenges and RisksImportance of the Service Catalog to the Business Value Key Roles and ResponsibilitiesService Lifecycle Policies, Principles, and Basic Concepts Importance of the Service Catalog to thePurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process Service LifecycleBusiness Value Interfaces Purpose, Objectives, and ScopePolicies, Principles, and Basic Concepts Information Management within the Business ValueTriggers, Inputs, Outputs, and Process Service Catalog Management Process Policies, Principles, and Basic ConceptsInterfaces CSFs and KPIs Triggers, Inputs, Outputs, and ProcessInformation Management within the Service Challenges and Risks InterfacesCatalog Management Process Production of a Service Catalog Information Management within theCSFs and KPIs Key Roles and Responsibilities of Service Service Catalog Management ProcessChallenges and Risks Catalog Management CSFs and KPIsProduction of a Service Catalog Importance of Service Level Challenges and RisksKey Roles and Responsibilities of Service Management to the Service Lifecycle Production of a Service CatalogCatalog Management Purpose, Objectives, and Scope Key Roles and Responsibilities of ServiceImportance of Service Level Management to Business Value Catalog Managementthe Service Lifecycle Policies, Principles, and Basic Concepts Importance of Service Level ManagementPurpose, Objectives, and Scope Triggers, Inputs, Outputs, and Process to the Service LifecycleBusiness Value Interfaces Purpose, Objectives, and ScopePolicies, Principles, and Basic Concepts Information Management within the Business ValueTriggers, Inputs, Outputs, and Process Service Level Management Process Policies, Principles, and Basic Concepts


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How Service Offerings and Agreements Management TechnologiesFinancial Management for IT Services Practices Support the Service Lifecycle#line Purpose, Objectives, Scope, and Value

of Strategy Management for IT Services lineand the Design Coordination Process How Service Offerings and Agreements

line Successful Services Depend on the Practices Support the Service Lifecycle#How Service Offerings and Agreements Customer's Perception of Utility and Purpose, Objectives, Scope, and Value ofPractices Support the Service Lifecycle# Warranty Strategy Management for IT Services andPurpose, Objectives, Scope, and Value of Relevance of Business Cases and the Design Coordination ProcessStrategy Management for IT Services and Return-on-Investment to Service Successful Services Depend on thethe Design Coordination Process Offerings and Agreements Practices Customer's Perception of Utility andSuccessful Services Depend on the Purpose, Objectives, and Scope WarrantyCustomer's Perception of Utility and Business Value Relevance of Business Cases andWarranty Policies, Principles, and Basic Concepts Return-on-Investment to Service OfferingsRelevance of Business Cases and Triggers, Inputs, Outputs, and Process and Agreements PracticesReturn-on-Investment to Service Offerings Interfaces Purpose, Objectives, and Scopeand Agreements Practices Information Management within the Business ValuePurpose, Objectives, and Scope Business Relationship Management Policies, Principles, and Basic ConceptsBusiness Value Process Triggers, Inputs, Outputs, and ProcessPolicies, Principles, and Basic Concepts CSFs and KPIs InterfacesTriggers, Inputs, Outputs, and Process Challenges and Risks Information Management within theInterfaces Key Roles and Responsibilities Business Relationship ManagementInformation Management within the Service Portfolio ProcessBusiness Relationship Management Purpose, Objectives, and Scope CSFs and KPIsProcess Business Value Challenges and RisksCSFs and KPIs Policies, Principles, and Basic Concepts Key Roles and ResponsibilitiesChallenges and Risks Triggers, Inputs, Outputs, and Process Service PortfolioKey Roles and Responsibilities Interfaces Purpose, Objectives, and ScopeService Portfolio Information Management within the Business ValuePurpose, Objectives, and Scope Service Portfolio Management Process Policies, Principles, and Basic ConceptsBusiness Value CSFs and KPIs Triggers, Inputs, Outputs, and ProcessPolicies, Principles, and Basic Concepts Challenges and Risks InterfacesTriggers, Inputs, Outputs, and Process Key Roles and Responsibilities Information Management within theInterfaces Purpose, Objectives, and Scope Service Portfolio Management ProcessInformation Management within the Service Business Value CSFs and KPIsPortfolio Management Process Policies, Principles, and Basic Concepts Challenges and RisksCSFs and KPIs Triggers, Inputs, Outputs, and Process Key Roles and ResponsibilitiesChallenges and Risks Interfaces Purpose, Objectives, and Scope


Key Roles and Responsibilities Information Management within the Business ValuePurpose, Objectives, and Scope Financial Management for IT Services Policies, Principles, and Basic ConceptsBusiness Value Process Triggers, Inputs, Outputs, and ProcessPolicies, Principles, and Basic Concepts CSFs and KPIs InterfacesTriggers, Inputs, Outputs, and Process Challenges and Risks Information Management within theInterfaces Key Roles and Responsibilities Financial Management for IT ServicesInformation Management within the Importance of Demand Management to ProcessFinancial Management for IT Services Managing Services throughout their CSFs and KPIsProcess Lifecycle Challenges and RisksCSFs and KPIs Purpose, Objectives, and Scope Key Roles and ResponsibilitiesChallenges and Risks Business Value Importance of Demand Management toKey Roles and Responsibilities Policies, Principles, and Basic Concepts Managing Services throughout theirImportance of Demand Management to Triggers, Inputs, Outputs, and Process LifecycleManaging Services throughout their Interfaces Purpose, Objectives, and ScopeLifecycle Information Management within the Business ValuePurpose, Objectives, and Scope Demand Management Process Policies, Principles, and Basic ConceptsBusiness Value CSFs and KPIs Triggers, Inputs, Outputs, and ProcessPolicies, Principles, and Basic Concepts Challenges and Risks InterfacesTriggers, Inputs, Outputs, and Process Key Roles and Responsibilities Information Management within theInterfaces Importance of the Service Catalog to the Demand Management ProcessInformation Management within the Demand Service Lifecycle CSFs and KPIsManagement Process Purpose, Objectives, and Scope Challenges and RisksCSFs and KPIs Business Value Key Roles and ResponsibilitiesChallenges and Risks Policies, Principles, and Basic Concepts Importance of the Service Catalog to theKey Roles and Responsibilities Triggers, Inputs, Outputs, and Process Service LifecycleImportance of the Service Catalog to the Interfaces Purpose, Objectives, and ScopeService Lifecycle Information Management within the Business ValuePurpose, Objectives, and Scope Service Catalog Management Process Policies, Principles, and Basic ConceptsBusiness Value CSFs and KPIs Triggers, Inputs, Outputs, and ProcessPolicies, Principles, and Basic Concepts Challenges and Risks InterfacesTriggers, Inputs, Outputs, and Process Production of a Service Catalog Information Management within theInterfaces Key Roles and Responsibilities of Service Service Catalog Management ProcessInformation Management within the Service Catalog Management CSFs and KPIsCatalog Management Process Importance of Service Level Challenges and RisksCSFs and KPIs Management to the Service Lifecycle Production of a Service CatalogChallenges and Risks Purpose, Objectives, and Scope Key Roles and Responsibilities of ServiceProduction of a Service Catalog Business Value Catalog ManagementKey Roles and Responsibilities of Service Policies, Principles, and Basic Concepts Importance of Service Level ManagementCatalog Management Triggers, Inputs, Outputs, and Process to the Service LifecycleImportance of Service Level Management to Interfaces Purpose, Objectives, and Scopethe Service Lifecycle Information Management within the Business ValuePurpose, Objectives, and Scope Service Level Management Process Policies, Principles, and Basic ConceptsBusiness Value CSFs and KPIs Triggers, Inputs, Outputs, and ProcessPolicies, Principles, and Basic Concepts Challenges and Risks InterfacesTriggers, Inputs, Outputs, and Process Contents of Service and Operational Information Management within theInterfaces Level Agreements (SLAs and OLAs) Service Level Management ProcessInformation Management within the Service Key Roles and Responsibilities CSFs and KPIsLevel Management Process Purpose, Objectives, and Scope Challenges and RisksCSFs and KPIs Business Value Contents of Service and Operational LevelChallenges and Risks Policies, Principles, and Basic Concepts Agreements (SLAs and OLAs)Contents of Service and Operational Level Triggers, Inputs, Outputs, and Process Key Roles and ResponsibilitiesAgreements (SLAs and OLAs) Interfaces Purpose, Objectives, and ScopeKey Roles and Responsibilities Information Management within the Business ValuePurpose, Objectives, and Scope Supplier Management Process Policies, Principles, and Basic ConceptsBusiness Value CSFs and KPIs Triggers, Inputs, Outputs, and ProcessPolicies, Principles, and Basic Concepts Challenges and Risks InterfacesTriggers, Inputs, Outputs, and Process Key Roles and Responsibilities Information Management within theInterfaces Generic Requirements for Service Supplier Management ProcessInformation Management within the Supplier Management Technologies CSFs and KPIsManagement Process Evaluation Criteria for Technology and Challenges and RisksCSFs and KPIs Tooling for Process Implementation Key Roles and ResponsibilitiesChallenges and Risks Good Procedures for Practice and Generic Requirements for ServiceKey Roles and Responsibilities Process Implementation Management TechnologiesGeneric Requirements for Service Challenges, CSFs, and Risks Related to Evaluation Criteria for Technology andManagement Technologies Implementing Practices and Processes Tooling for Process ImplementationEvaluation Criteria for Technology and How to Plan and Implement Service Good Procedures for Practice and Process


Tooling for Process Implementation Management Technologies ImplementationGood Procedures for Practice and Process Challenges, CSFs, and Risks Related toImplementation Implementing Practices and ProcessesChallenges, CSFs, and Risks Related to line How to Plan and Implement ServiceImplementing Practices and Processes How Service Offerings and Agreements Management TechnologiesHow to Plan and Implement Service Practices Support the Service Lifecycle#Management Technologies Purpose, Objectives, Scope, and Value

of Strategy Management for IT Servicesand the Design Coordination Process

line Successful Services Depend on theHow Service Offerings and Agreements Customer's Perception of Utility andPractices Support the Service Lifecycle# WarrantyPurpose, Objectives, Scope, and Value of Relevance of Business Cases andStrategy Management for IT Services and Return-on-Investment to Servicethe Design Coordination Process Offerings and Agreements PracticesSuccessful Services Depend on the Purpose, Objectives, and ScopeCustomer's Perception of Utility and Business ValueWarranty Policies, Principles, and Basic ConceptsRelevance of Business Cases and Triggers, Inputs, Outputs, and ProcessReturn-on-Investment to Service Offerings Interfacesand Agreements Practices Information Management within thePurpose, Objectives, and Scope Business Relationship ManagementBusiness Value ProcessPolicies, Principles, and Basic Concepts CSFs and KPIsTriggers, Inputs, Outputs, and Process Challenges and RisksInterfaces Key Roles and ResponsibilitiesInformation Management within the Service PortfolioBusiness Relationship Management Purpose, Objectives, and ScopeProcess Business ValueCSFs and KPIs Policies, Principles, and Basic ConceptsChallenges and Risks Triggers, Inputs, Outputs, and ProcessKey Roles and Responsibilities InterfacesService Portfolio Information Management within thePurpose, Objectives, and Scope Service Portfolio Management ProcessBusiness Value CSFs and KPIsPolicies, Principles, and Basic Concepts Challenges and RisksTriggers, Inputs, Outputs, and Process Key Roles and ResponsibilitiesInterfaces Purpose, Objectives, and ScopeInformation Management within the Service Business ValuePortfolio Management Process Policies, Principles, and Basic ConceptsCSFs and KPIs Triggers, Inputs, Outputs, and ProcessChallenges and Risks InterfacesKey Roles and Responsibilities Information Management within thePurpose, Objectives, and Scope Financial Management for IT ServicesBusiness Value ProcessPolicies, Principles, and Basic Concepts CSFs and KPIsTriggers, Inputs, Outputs, and Process Challenges and RisksInterfaces Key Roles and ResponsibilitiesInformation Management within the Importance of Demand Management toFinancial Management for IT Services Managing Services throughout theirProcess LifecycleCSFs and KPIs Purpose, Objectives, and ScopeChallenges and Risks Business ValueKey Roles and Responsibilities Policies, Principles, and Basic ConceptsImportance of Demand Management to Triggers, Inputs, Outputs, and ProcessManaging Services throughout their InterfacesLifecycle Information Management within thePurpose, Objectives, and Scope Demand Management ProcessBusiness Value CSFs and KPIsPolicies, Principles, and Basic Concepts Challenges and RisksTriggers, Inputs, Outputs, and Process Key Roles and ResponsibilitiesInterfaces Importance of the Service Catalog to theInformation Management within the Demand Service LifecycleManagement Process Purpose, Objectives, and ScopeCSFs and KPIs Business ValueChallenges and Risks Policies, Principles, and Basic Concepts


Key Roles and Responsibilities Triggers, Inputs, Outputs, and ProcessImportance of the Service Catalog to the InterfacesService Lifecycle Information Management within thePurpose, Objectives, and Scope Service Catalog Management ProcessBusiness Value CSFs and KPIsPolicies, Principles, and Basic Concepts Challenges and RisksTriggers, Inputs, Outputs, and Process Production of a Service CatalogInterfaces Key Roles and Responsibilities of ServiceInformation Management within the Service Catalog ManagementCatalog Management Process Importance of Service LevelCSFs and KPIs Management to the Service LifecycleChallenges and Risks Purpose, Objectives, and ScopeProduction of a Service Catalog Business ValueKey Roles and Responsibilities of Service Policies, Principles, and Basic ConceptsCatalog Management Triggers, Inputs, Outputs, and ProcessImportance of Service Level Management to Interfacesthe Service Lifecycle Information Management within thePurpose, Objectives, and Scope Service Level Management ProcessBusiness Value CSFs and KPIsPolicies, Principles, and Basic Concepts Challenges and RisksTriggers, Inputs, Outputs, and Process Contents of Service and OperationalInterfaces Level Agreements (SLAs and OLAs)Information Management within the Service Key Roles and ResponsibilitiesLevel Management Process Purpose, Objectives, and ScopeCSFs and KPIs Business ValueChallenges and Risks Policies, Principles, and Basic ConceptsContents of Service and Operational Level Triggers, Inputs, Outputs, and ProcessAgreements (SLAs and OLAs) InterfacesKey Roles and Responsibilities Information Management within thePurpose, Objectives, and Scope Supplier Management ProcessBusiness Value CSFs and KPIsPolicies, Principles, and Basic Concepts Challenges and RisksTriggers, Inputs, Outputs, and Process Key Roles and ResponsibilitiesInterfaces Generic Requirements for ServiceInformation Management within the Supplier Management TechnologiesManagement Process Evaluation Criteria for Technology andCSFs and KPIs Tooling for Process ImplementationChallenges and Risks Good Procedures for Practice andKey Roles and Responsibilities Process ImplementationGeneric Requirements for Service Challenges, CSFs, and Risks Related toManagement Technologies Implementing Practices and ProcessesEvaluation Criteria for Technology and How to Plan and Implement ServiceTooling for Process Implementation Management TechnologiesGood Procedures for Practice and ProcessImplementationChallenges, CSFs, and Risks Related to lineImplementing Practices and Processes How Service Offerings and AgreementsHow to Plan and Implement Service Practices Support the Service Lifecycle#Management Technologies Purpose, Objectives, Scope, and Value

of Strategy Management for IT Servicesand the Design Coordination ProcessSuccessful Services Depend on theCustomer's Perception of Utility andWarrantyRelevance of Business Cases andReturn-on-Investment to ServiceOfferings and Agreements PracticesPurpose, Objectives, and ScopeBusiness ValuePolicies, Principles, and Basic ConceptsTriggers, Inputs, Outputs, and ProcessInterfacesInformation Management within theBusiness Relationship ManagementProcessCSFs and KPIs


Challenges and RisksKey Roles and ResponsibilitiesService PortfolioPurpose, Objectives, and ScopeBusiness ValuePolicies, Principles, and Basic ConceptsTriggers, Inputs, Outputs, and ProcessInterfacesInformation Management within theService Portfolio Management ProcessCSFs and KPIsChallenges and RisksKey Roles and ResponsibilitiesPurpose, Objectives, and ScopeBusiness ValuePolicies, Principles, and Basic ConceptsTriggers, Inputs, Outputs, and ProcessInterfacesInformation Management within theFinancial Management for IT ServicesProcessCSFs and KPIsChallenges and RisksKey Roles and ResponsibilitiesImportance of Demand Management toManaging Services throughout theirLifecyclePurpose, Objectives, and ScopeBusiness ValuePolicies, Principles, and Basic ConceptsTriggers, Inputs, Outputs, and ProcessInterfacesInformation Management within theDemand Management ProcessCSFs and KPIsChallenges and RisksKey Roles and ResponsibilitiesImportance of the Service Catalog to theService LifecyclePurpose, Objectives, and ScopeBusiness ValuePolicies, Principles, and Basic ConceptsTriggers, Inputs, Outputs, and ProcessInterfacesInformation Management within theService Catalog Management ProcessCSFs and KPIsChallenges and RisksProduction of a Service CatalogKey Roles and Responsibilities of ServiceCatalog ManagementImportance of Service LevelManagement to the Service LifecyclePurpose, Objectives, and ScopeBusiness ValuePolicies, Principles, and Basic ConceptsTriggers, Inputs, Outputs, and ProcessInterfacesInformation Management within theService Level Management ProcessCSFs and KPIsChallenges and RisksContents of Service and OperationalLevel Agreements (SLAs and OLAs)Key Roles and ResponsibilitiesPurpose, Objectives, and Scope


Business ValuePolicies, Principles, and Basic ConceptsTriggers, Inputs, Outputs, and ProcessInterfacesInformation Management within theSupplier Management ProcessCSFs and KPIsChallenges and RisksKey Roles and ResponsibilitiesGeneric Requirements for ServiceManagement TechnologiesEvaluation Criteria for Technology andTooling for Process ImplementationGood Procedures for Practice andProcess ImplementationChallenges, CSFs, and Risks Related toImplementing Practices and ProcessesHow to Plan and Implement ServiceManagement Technologies

lineHow Service Offerings and AgreementsPractices Support the Service Lifecycle#Purpose, Objectives, Scope, and Valueof Strategy Management for IT Servicesand the Design Coordination ProcessSuccessful Services Depend on theCustomer's Perception of Utility andWarrantyRelevance of Business Cases andReturn-on-Investment to ServiceOfferings and Agreements PracticesPurpose, Objectives, and ScopeBusiness ValuePolicies, Principles, and Basic ConceptsTriggers, Inputs, Outputs, and ProcessInterfacesInformation Management within theBusiness Relationship ManagementProcessCSFs and KPIsChallenges and RisksKey Roles and ResponsibilitiesService PortfolioPurpose, Objectives, and ScopeBusiness ValuePolicies, Principles, and Basic ConceptsTriggers, Inputs, Outputs, and ProcessInterfacesInformation Management within theService Portfolio Management ProcessCSFs and KPIsChallenges and RisksKey Roles and ResponsibilitiesPurpose, Objectives, and ScopeBusiness ValuePolicies, Principles, and Basic ConceptsTriggers, Inputs, Outputs, and ProcessInterfacesInformation Management within theFinancial Management for IT ServicesProcessCSFs and KPIsChallenges and RisksKey Roles and Responsibilities


Importance of Demand Management toManaging Services throughout theirLifecyclePurpose, Objectives, and ScopeBusiness ValuePolicies, Principles, and Basic ConceptsTriggers, Inputs, Outputs, and ProcessInterfacesInformation Management within theDemand Management ProcessCSFs and KPIsChallenges and RisksKey Roles and ResponsibilitiesImportance of the Service Catalog to theService LifecyclePurpose, Objectives, and ScopeBusiness ValuePolicies, Principles, and Basic ConceptsTriggers, Inputs, Outputs, and ProcessInterfacesInformation Management within theService Catalog Management ProcessCSFs and KPIsChallenges and RisksProduction of a Service CatalogKey Roles and Responsibilities of ServiceCatalog ManagementImportance of Service LevelManagement to the Service LifecyclePurpose, Objectives, and ScopeBusiness ValuePolicies, Principles, and Basic ConceptsTriggers, Inputs, Outputs, and ProcessInterfacesInformation Management within theService Level Management ProcessCSFs and KPIsChallenges and RisksContents of Service and OperationalLevel Agreements (SLAs and OLAs)Key Roles and ResponsibilitiesPurpose, Objectives, and ScopeBusiness ValuePolicies, Principles, and Basic ConceptsTriggers, Inputs, Outputs, and ProcessInterfacesInformation Management within theSupplier Management ProcessCSFs and KPIsChallenges and RisksKey Roles and ResponsibilitiesGeneric Requirements for ServiceManagement TechnologiesEvaluation Criteria for Technology andTooling for Process ImplementationGood Procedures for Practice andProcess ImplementationChallenges, CSFs, and Risks Related toImplementing Practices and ProcessesHow to Plan and Implement ServiceManagement Technologies


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