ITIL Service Lifecycle: Service Strategy

In this course, you will be immersed in the overall concepts associated with the service strategy phase of the service lifecycle. You will get an introduction to the key principles of service strategy, and you will learn about the service strategy processes. You will discover the importance of governance and related frameworks, and you will examine implementation considerations and approaches, including organizational design, the role of technology, and service automation. Through lecture, exercises, and scenario-based exam questions, you’ll learn the core disciplines of ITIL best practices. This course positions you to successfully complete the associated exam, which is offered on the last day of class at 3:00 pm for classroom students. Virtual students will receive a voucher for a webcam proctored exam which they can schedule at their convenience.

Retail Price: $2,695.00

Next Date: 07/01/2019

Course Days: 3


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You Will Learn:

  • Service Management as a practice and Service Strategy principles, purpose, and objective
  • How all Service Strategy processes interact with other Service Lifecycle processes
  • Activities, methods, and functions used in each of the Service Strategy processes
  • Roles and responsibilities within Service Strategy and the activities and functions to achieve operational excellence
  • How to measure Service Strategy performance
  • Technology and implementation requirements in support of Service Strategy
  • Challenges, critical success factors, and risks related with Service Strategy

Who should attend

  • IT operations, technical, or IT management personnel requiring more information about ITIL best practices
  • Anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT

Pre-Requisites

  • ITIL Foundation Certification (v4 or newer) required
  • Two years of relevant work experience
  • To prepare for the end-of-class exam, we recommend that you review the ITIL 2011 publication Service Design (2011 Edition, ISBN 9780113313051) and complete at least 21 hours of personal study
  • The ITIL Foundation certification is required to take the exam at the end of class. Proof of certification must be provided no later than the first day of class.
     

 

 


Course Outline

1. Introduction to Service Strategy

  • Key Service Management Concepts
  • Purpose and Objectives of Service Strategy
  • Scope of Service Strategy
  • Business Value of Service Strategy
  • Service Strategy Interfaces across the Service Lifecycle

2. Service Strategy Principles

  • Basic Approach to Deciding Strategy
  • Services
  • Elements of Value
  • Utility and Warranty
  • Customer, Service, and Strategic Assets
  • Service Providers
  • Strategies for Customer Satisfaction
  • Service Economics
  • Sourcing Strategies and Governance

3. Strategy Management for IT Services Process

  • Purpose, Objectives, and Scope of Strategy Management for IT Services
  • Business Value of Strategy Management for IT Services
  • Policies, Principles, and Basic Concepts of Strategy Management for IT Services
  • Process Activities, Methods, and Techniques
  • Triggers, Inputs, and Outputs of Strategy Management for IT Services
  • Critical Success Factors (CSFs) and Key Performance Indicators (KPIs)
  • Challenges and Risks

4. Service Portfolio Management Process

  • Purpose, Objectives, and Scope of Service Portfolio Management
  • Business Value of Service Portfolio Management
  • Policies, Principles, and Basic Concepts of Service Portfolio Management
  • Process Activities, Methods, and Techniques
  • Triggers, Inputs, and Outputs of Service Portfolio Management
  • CSFs and KPIs
  • Challenges and Risks

5. Financial Management for IT Services Process

  • Purpose, Objectives, and Scope of Financial Management for IT Services
  • Business Value of Financial Management for IT services
  • Policies, Principles, and Basic Concepts of Financial Management for IT Services
  • Process Activities, Methods, and Techniques
  • Triggers, Inputs, and Outputs of Financial Management for IT Services
  • CSFs and KPIs
  • Challenges and Risks

6. Demand Management Process

  • Purpose, Objectives, and Scope of Demand Management
  • Business Value of Demand Management
  • Policies, Principles, and Basic Concepts of Demand Management
  • Process Activities, Methods, and Techniques
  • Triggers, Inputs, and Outputs of Demand Management
  • CSFs and KPIs
  • Challenges and Risks

7. Business Relationship Management Process

  • Purpose, Objectives, and Scope of Business Relationship Management
  • Business Value of Business Relationship Management
  • Policies, Principles, and Basic Concepts of Business Relationship Management
  • Process Activities, Methods, and Techniques
  • Triggers, Inputs, and Outputs of Business Relationship Management
  • CSFs and KPIs
  • Challenges and Risks

8. Governance

  • Strategy for Governance
  • Governance Frameworks and Bodies
  • How Service Strategy Relates to Governance

9. Organizing for Service Strategy

  • Service Strategy Roles
  • Organizational Development
  • Organizational Departmentalization
  • Organizational Design

10. Technology Considerations

  • Service Automation, Instrumentation, and Analytics
  • Service Interfaces and Self-Service Channels

11. Implementing Service Strategy

  • Implementation through the Service Lifecycle
  • Following a Lifecycle Approach
  • Impact of Service Strategy on the Other Service Lifecycle Stages

12. Service Strategy Challenges, Risks, and CSFs

13. Exam Preparation/Mock Exam

To prepare for the end-of-class exam, we recommend that you review the ITIL 2011 publication Service Strategy (2011 Edition, ISBN 9780113313044) and complete at least 21 hours of personal study

Course Dates Course Times (EST) Delivery Mode GTR
7/1/2019 - 7/3/2019 8:30 AM - 5:30 PM Virtual Enroll
7/29/2019 - 7/31/2019 8:30 AM - 5:30 PM Virtual Enroll
8/19/2019 - 8/21/2019 8:30 AM - 5:30 PM Virtual Enroll
9/16/2019 - 9/18/2019 8:30 AM - 5:30 PM Virtual Enroll