Peoplecert ITIL Intermediate Module - Service Offerings and Agreements : ITIL-SOA

Scenario
A commercial IT services company has been successful for many years. Its key strategic differentiator has been the provision of new services to meet customers' needs in very short lead times. Recently profits have dipped, forcing senior management to take a look at the lifecycle costs of providing the IT services to their external customers.
The organization has had a service catalogue containing customer and supporting views for some time. It is an essential source of information about the IT services and is used by both the business relationship managers and the IT services teams. Services are designed internally but often transitioned and operated in partnership with other suppliers.
For each service, the service catalogue currently contains:
* A description of the service
* Summary of the service level targets
* The level of support and support details
* Details of the supporting services and components
* Details of services obtained from suppliers
When sales leads are obtained from potential new customers, the requirements are compared with services in the service catalogue and, if no matching service can be found, a project is set up to quickly develop a new service. In the past this has been justified as meeting the needs of the customers, and full business cases were not developed.
A senior service manager has suggested introducing a service portfolio management process and needs to get the support of the IT management team. The management team wishes to know what extra information would be included in a service portfolio over and above what is already in the service catalogue and what value it would be to them.
The company is looking to restrict investment in new resources. Therefore, only a few projects can be authorized in the next budget cycle.
Refer to the Scenario.
Which one of the following sets of statements BEST describes the elements that a service portfolio contains in addition to the elements in a service catalogue, and describes the additional value service portfolio management would bring to the IT services company in resolving their current issues?

• A. The service portfolio will include: business cases; risks; investment priorities; value propositions.
  The service portfolio will show where resources are used across all stages of the service lifecycle both within the provider and where they have been acquired from suppliers.
  Service portfolio management will improve the organization's ability to compare potential investments and make sound decisions.
• B. The service portfolio will include: ordering and request procedures; service level targets; support terms and conditions; details of services obtained from suppliers.
  The service portfolio will show the resources and capabilities that are needed to improve the services in the service catalogue.
  Service portfolio management will enable the organization to expand the service catalogue to include details of service requests and standard changes, providing a valuable self-help portal to users.
• C. The service portfolio will include: business cases; risks; business outcomes supported; cost and pricing.
  The service portfolio will show the proportion of resources acquired from key suppliers so that the cost of new services can be accurately estimated.
  Creating a service portfolio that includes services in the service pipeline, as well as those in the service catalogue, will enable new services currently being developed to be included in service offerings. This increased visibility of new services extends the range available for new opportunities.
• D. The service portfolio will include: resource allocation; support terms and conditions; ordering and request procedures; the value proposition; offerings and packages.
  The service portfolio will show where additional resources will be required to operate new services.
  Service portfolio management will enable the organization to rationalize existing services to optimize the use of resources.

Scenario
An IT services company provides IT services to many customers. The company has grown rapidly over the last three years and has recognized the need to implement service management processes to ensure that they continue to provide services that meet their customer's needs. A service management implementation project was set up a year ago and most processes are now in place including service level management and service catalogue management. In addition a business relationship manager has been allocated.
An opportunity has arisen to engage a new customer, which could lead to a very large contract. Contact has been made with the potential customer and a meeting arranged. This will be the first time that these processes have been used to engage a new customer and the IT service manager wishes to make sure that all concerned are clear of their roles.
Refer to Scenario
Which one of the following options CORRECTLY assigns the responsibilities to the service level manager, service catalogue manager and the business relationship manager?
Responsibilities:

• A. Service catalogue manager - 1, 8
  Service level manager - 2, 3, 5, 9
  Business relationship manager- 4, 6, 7, 10
• B. Service catalogue manager - 1, 8, 9
  Service level manager - 2, 3, 5, 7, 10
  Business relationship manager- 4, 6
• C. Service catalogue manager - 1, 7
  Service level manager - 3, 4, 6, 8, 10
  Business relationship manager- 2, 5, 9
• D. Service catalogue manager - 3, 7, 8, 9
  Service level manager - 1, 2, 4
  Business relationship manager- 5, 6, 10