Introduction

Many organizations are looking to implement the ITIL processes as a way to improve the structure and quality of the business.

The ITIL version 3 qualification scheme has been incredibly popular since its launch in 2007. Particularly, the Intermediate Capability programs that focus on the practical side of process implementation, management, maintenance and reporting, in four specific areas of IT Service Management:

• Service Offerings & Agreements (SOA)
• Planning Protection & Optimization (PPO)
• Release Control & Validation (RCV)
• Operational Support & Analysis.

The Service Offerings and Agreements (SOA) Capability cluster enables the organization to introduce Service Portfolio Management, Service Catalogue Management, Service Level Management, Demand Management, Supplier Management, Financial Management and Business Relationship Management as integral parts of its overall business-focused Services Framework.

The purpose of Service Offerings & Agreements is to obtain knowledge on ITIL terminology, process structure, roles, functions and activities that will enable role-focused capability and competency in support of the Service Lifecycle approach as described in ITIL.

SOA provides practical guidance on the design and implementation of an integrated end-to-end processes based on proven industry best practice guidelines.

This document describes the contents of the Service Offerings and Agreements Toolkit. The information found within the toolkit is based on the ITIL Version 3 framework, focusing on the processes found with the SOA Capability cluster.

The toolkit is designed to answer a lot of the questions centered around these processes, and to provide you with useful guides and user-friendly templates.

There are also bonus additional resources that will enable you to improve your current policies, procedures and process maturity.

The toolkit serves to act as a starting point. It will give you a clear path to travel. It is designed to be a valuable source of information and activity.

There are a total of 122 documents in this toolkit.

They are broken up in to eight main folders. Within each of the folders, there are documents that can be used in the education, assessment, implementation and management of the specific process areas.

There are a variety of document styles found within this toolkit such as PowerPoint presentations (15), Word Documents (91), PDFs (5) and Excel documents (11).

Folder 1: Financial Management

Financial Management is one of the most integral processes in the ITIL version 3 framework. Start by viewing the presentation to familiarize yourself with the process, terminology, activities and essential concepts. The Financial Review Document is an excel spreadsheet designed around the specifics of the process. This can be used to assess your organization`s current process maturity against the ITIL framework, and to identify gaps for areas of improvement and attention. The additional documents are resources that you can use within your own organization, or as a template to help you prepare your own bespoke documentation, to aid the implementation and maintenance of the Financial Management process.

Below is an itemized list of the documents.

Folder 1 Documents:

1. Financial Management Presentation
2. Accounting Policies
3. Accounting Template
4. Implementation Plan - Project Plan
5. Objectives and Goals
6. Policies Objectives and Scope
7. Reports KPI's other metrics
8. Sample Business Case Structure
9. Business Justification Document
10. BONUS File Standardized Financial Statements Template
11. Budget Template
12. Budgeting Guidelines
13. Charging Policies
14. Charging Template
15. Common Business Objectives
16. Communication Plan
17. Cost Model Template
18. Example: Model Calculation of a Service Management ROI

1. Example: Multiple business impact affect objectives
2. Example: NPV Decisions
3. Example: Single business impact affect objectives
4. Example: Trend Line Analysis
5. Financial Management Process Manager
6. Financial Review Doc

Folder 2: Business Relationship Management

Following on from Financial Management is Business Relationship Management, the process that is responsible for gaining insight into the customer`s business and having good knowledge of customer outcomes. This is essential to developing a strong business relationship with customers.

This folder is packed full of resources which help guide you through implementing, improving and maintaining this essential process within your organization, including specific roles and responsibilities, as well as plans for activities and deployment.

Below is an itemized list of these documents.

Folder 2 Documents:

1. Presentation - Business Relationship Management
2. Business and IT Service Mapping ? BRM
3. BRM job description
4. BRM Metrics and Reports
5. BRM Responsibilities and Skills
6. Challenges, CSFs and Risks
7. Mapping Responsibilities & Requirements
8. Service Level Requirements
9. Service Options
10. The Key Links, Inputs and Outputs of Service Design
11. Readiness Assessment
    

Folder 3: Demand Management

Demand Management was a new addition to the processes in the ITIL version 3 framework. This process assists the IT Service Provider in understanding and influencing Customer demand for Services and the provision of Capacity to meet these demands.

These documents provide an introduction to the process and to the tools, systems and management that is required to ensure its success.

Below is an itemized list of the documents.

Folder 3 Documents:

1. ITIL V3 Demand Management Presentation
2. Objectives and Goals
3. Policies Objectives Scope
4. Business and IT Service Mapping
5. Business Justification Document
6. Capacity Management Process Manager
7. Capacity Management- Roles & Responsibilities
8. Communication Plan
9. Demand Modeling
10. Implementation Plan - Project Plan
11. Reports KPI's and Other Metrics
12. Demand Management Review Doc

Folder 4: Service Catalog Management

The goal of this process is to ensure that a Service Catalog is produced,

maintained and contains accurate information on all operational services and those ready for deployment.

This folder is packed full of resources which help and guide you through creating/ implementing/ improving the process within your organization. The first presentation focuses on ITIL, and the second on reasons, hints and tips for developing your Service Catalog process. In addition to the templates and guides, there are also some example catalogs.

Below is an itemized list of the documents.

Folder 4 Documents:

1. Service Catalogue Management ITILV3
2. Service Catalogue Reasons Hints Tips
3. 8 Steps to Developing a Service Catalogue
4. Objectives and Goals
5. Policies objectives scope
6. Business and IT Service Mapping.
7. Business Justification document
8. Communication Plan
9. E-Mail Text
10. Implementation Plan
11. Price List
12. Roles and Responsibilities of Service Catalogue Management
13. Service Catalogue Management
14. Service Catalogue
15. Service Catalogue 1
16. Service Catalogue 2
17. Service Design - The Big Picture
18. Service Options
19. SLM Business and IT flyers
20. The Key Links, Inputs and Outputs of Service Design

Folder 5: Service Portfolio Management

Another new process addition to ITIL version 3 is the Service Portfolio Management process. The goal of this process is to assist the IT organization in managing investments in service management across the enterprise and maximizing them for value. A Service Portfolio describes provider`s services in terms of business value. They include the complete set of services managed by a Service Provider.

Once again, the presentation shows an introduction to the process. The supporting resources consist of checklists, templates and models that can be used in your own organization or as a template in creating your own bespoke documentation.

Below is an itemized list of the documents.

Folder 5 Documents:

1. Service Portfolio Management Presentation
2. Business Justification Document
3. Objectives and Goals
4. Communication Plan
5. Example Service Catalogue
6. Implementation Plan_Project Plan
7. Reports KPI's Other Metrics
8. SPM Roles and Responsibilities of the Product Manager
9. Use of the Service Portfolio
10. Service Portfolio Review Doc

Folder 6: Service Level Management

The SLM process is an essential process in the ITIL framework and any IT organization. The process involves the negotiation, agreement and documentation of appropriate IT service targets. Those targets are monitored to produce reports on the service provider`s ability to deliver the agreed level of service. This folder contains a presentation that covers the process essential components of Service Level Management in both Service Design and the Continual Service Improvement phase. As well as, supporting documents that include; documents provide examples, information and checklists for creating your own Evaluation process documentation.

Below is an itemized list of the documents.

Folder 6 Documents:

1. ITIL V3 SLM Presentation - Service Design
2. ITIL V3 SLM Presentation ? CSI
3. Objectives and Goals
4. Policies Objectives and Scope
5. Business and IT Service Mapping
6. Business Justification document
7. Implementation Plan_Project Plan
8. Communication Plan
9. Business and IT Flyers
10. Service Level Requirements
11. Operational Level Agreement
12. Underpinning Contracts
13. SLM Process Manager
14. SLM Scope
15. Customer Based SLA
16. Service Based SLA
17. Multi level SLA's
18. Service Options
19. Functional Specification
20. Technical Specification
21. Price List
22. Reports KPI's other metrics
23. SLM Review Doc

Folder 7: Supplier Management

Unlike the previous RCV processes from the Service Transition phase, this process falls within the Service Operation lifecycle phase.

Request Fulfillment manages the entire lifecycle of all customer or user Service Requests.

• It provides a channel for users to make requests and receive standard Services
• It provides information to users and customers regarding the availability of Services.

The presentation found in this folder, once again, focuses on the ITIL framework and the essential components and terminology. The mind map looks at the input/output relationships between Request Fulfillment and other process, and function areas. There is specific information on the roles and responsibilities related to this process and, in addition, the Service Desk function ? as they are responsible for performing the activities of the Request Fulfillment process.

Below is an itemized list of the documents.

Folder 7 Documents:

1. ITIL V3 Supplier Management Presentation
2. Outsourcing - Service Desk Presentation
3. Outsourcing - Sourcing Strategy Presentation
4. Example Outsourcing - Service Levels
5. Example Outsourcing Contract template
6. Outsourcing Transition Plan
7. Service Sourcing Structures
8. Service Delivery Model Options
9. Service Desk Outsourcing template
10. Sourcing roles and responsibilities
11. Supplier Management- Roles & Responsibilities
12. IT Outsourcing ITIL Process Assessment v2.1
    

Folder 8: Bonus Extras

The final folder provides the bonus materials in support of the concepts covered in the previous seven folders; the ISO Standards and the COBIT Framework. Firstly, a selection of the ISO Standards that relate to the IT Service Management world; ISO 9000, ISO 20000 and ISO 27000.

The second focus of these bonus resources is the COBIT model. COBIT provides a control and management framework with a set of good practices. It provides the links between IT governance requirements, IT processes and IT controls. It is strongly focused on control and less on execution.

Folder 8 Documents:

• Bonus File-ISO Standards

1. ISO 9000
1. ISO 9000 Easy Explanation Fact Sheet
2. ISOIEC 20000 - Introduction Presentation
3. ISOIEC 20000 Easy Explanation Fact Sheet
4. ISO 27000 Presentation
5. Mapping - Terms and Usage
6. Model of a Process-Based Quality Management System

• COBIT

1. COBIT Presentation
2. COBIT Fact Sheet