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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.

Learning Objectives
  • Recognize challenges of managing demand for services
  • Identify guidelines for creating service packages
  • Identify features of SLPs
  • 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
  • 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
  • Audience

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