When we think about what services we are going to offer we immediately think of the Service Catalog. We must also consider what agreements go along with the delivery of those services. What levels of utility and warranty are going to be expected over the life of our services? What about services that will be supplied by external service providers; who is going to manage those? Let’s take a look at which ITSM processes we will need to engage to ensure that we are able to strategize, design, deliver and maintain services that will meet our customers’ needs over the lifetime of the services. In Service Offerings and Agreements (SOA), we look at Service Portfolio Management (SPM), Financial Management (FM), Demand Management (DM) and Business Relationship Management (BRM). These are all processes within the Strategy stage of the Lifecycle. We also explore Service Catalog Management (SCM), Service Level Management (SLM) and Supplier Management (...