ISO/IEC 20000 Foundation Training — Lesson 2: Applying Service Portfolio, Relationships, Agreements, Suppliers, Capacity, and Demand

Learning Objectives

• Interpret the purpose, responsibilities, inputs, and decision points shaping applying service portfolio, relationships, agreements, suppliers, capacity, and demand.
• Apply the workflow and produce service portfolio and agreement worksheet that another practitioner can review.
• Analyze “a service target is approved without confirming supplier capability” and recommend a proportionate, evidence-based response.

Detailed Topics

• service portfolio
• service catalogue
• business relationship
• service level management
• supplier management
• budgeting
• capacity management
• demand management
• Governance, competence, communication, documentation, validation, risk, and follow-up considerations

Instructor Demonstration

The instructor demonstrates the applying service portfolio, relationships, agreements, suppliers, capacity, and demand workflow, identifies applicable responsibilities, records checkpoints in service portfolio and agreement worksheet, and contrasts the accepted state with a condition where a service target is approved without confirming supplier capability.

Hands-On Exercise

Complete a controlled implementation, management, audit, assessment, foundation, introduction, or transition exercise for Applying Service Portfolio, Relationships, Agreements, Suppliers, Capacity, and Demand. Establish scope and criteria, collect or create evidence, examine “a service target is approved without confirming supplier capability,” reach a supported conclusion, and preserve the result in service portfolio and agreement worksheet.

1. Confirm objectives, scope, roles, criteria, stakeholders, and expected outputs.
2. Perform the planned activities while recording assumptions, evidence, and decisions.
3. Test a normal case, an exception, and a follow-up or improvement condition.
4. Document conclusions, owners, due dates, escalation, and verification requirements.

Scenario Analysis

• Identify the requirement or principle with the strongest influence on applying service portfolio, relationships, agreements, suppliers, capacity, and demand.
• Compare two defensible responses and explain their governance, risk, and evidence trade-offs.
• Determine how the service portfolio and agreement worksheet should be approved, retained, reviewed, and updated.

Troubleshooting Guidance

Separate missing evidence from ineffective practice, and distinguish a documentation issue from a control, process, governance, or competence failure. Use service portfolio and agreement worksheet to trace the earliest divergence. Treat “a service target is approved without confirming supplier capability” as a hypothesis until the response is validated against the applicable requirement and intended outcome.

Validation Checklist

• The scope, criteria, stakeholders, and intended outcome for applying service portfolio, relationships, agreements, suppliers, capacity, and demand are explicit.
• The service portfolio and agreement worksheet links statements and decisions to objective, reviewable support.
• Responsibilities, competence, communication, risk, legal duties, and change impact were considered where relevant.
• Findings, corrective actions, monitoring, review triggers, and improvement ownership are clear.

Lesson Outcome

Learners can apply Applying Service Portfolio, Relationships, Agreements, Suppliers, Capacity, and Demand, explain the reasoning used, and defend the result through service portfolio and agreement worksheet.