IT Professional Certifications     ITIL®     ITIL® Foundation for Service Management     ITIL® 2011 Edition Foundation Syllabus exam

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A well-executed service design strategy that encompasses proper demand management, financial service 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 learning path that covers the objectives for the ITIL® Foundation Certificate in IT Service Management (ITSM). ITIL® is a registered trade mark of AXELOS Limited. Used under license of AXELOS Limited. All rights reserved.

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Objectives

Demand Management 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