A well-executed service strategy that encompasses proper demand management, financial management, and customer relationship management results in both customers and IT service providers achieving their goals. In this course you'll learn about the demand management process, including the purpose and benefits of service level packages. You'll also learn about key financial management concepts and the importance of the business case. This course also covers the business relationship management process, including its scope and key challenges. This course is one of a series in the Skillsoft learning path that covers the objectives for the ITIL® Foundation Certificate in IT Service Management. ITIL® is a registered trade mark of AXELOS Limited. Used under licence of AXELOS Limited. All rights reserved.
recognize challenges of managing demand for services
identify guidelines for creating service packages
identify features of SLPs
Financial Management for IT
distinguish between the purpose of service valuation, accounting, and cost modeling
identify the outputs of financial management
recognize the five components of a business case
distinguish between the two phases of risk management
Business Relationship Management
recognize the scope of the BRM process
distinguish between the purpose of the customer portfolio and the customer agreement portfolio in BRM
identify the challenges of BRM
The materials within this course focus on the Knowledge Skills and Abilities (KSAs) identified within the Specialty Areas listed below. Click to view Specialty Area details within the interactive National Cybersecurity Workforce Framework.