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.


 The main process focus areas of this course include:


·       Strategy management for IT services

·       Service portfolio management

·       Financial management for IT services

·       Demand management

·       Business relationship management 


What You'll Learn


·       Key service management concepts

·       Service strategy principles related to the design of effective service and service management strategies

·       Service strategy processes, including strategy management for IT services, service portfolio management, financial management for IT services, demand management, and business relationship management

·       Importance of governance and related frameworks for creating and managing effective service strategies

·       Relevant organizational and departmental design methods and techniques

·       Service strategy technologies and service automation to support the service lifecycle

·       Implementation strategies that follow and support a service lifecycle approach


Audience


·       CIOs, CTOs, managers, supervisory staff, and team leaders

·       Service designers, IT architects, planners, consultants, and security managers

·       Any other IT operations, technical, or IT management personnel requiring more information about ITIL best practices related to service strategy

·       Anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT

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


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


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


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


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


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


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


Governance

Strategy for Governance

Governance Frameworks and Bodies

How Service Strategy Relates to Governance


Organizing for Service Strategy

Service Strategy Roles

Organizational Development

Organizational Departmentalization

Organizational Design


Technology Considerations

Service Automation, Instrumentation, and Analytics

Service Interfaces and Self-Service Channels


Implementing Service Strategy

Implementation through the Service Lifecycle

Following a Lifecycle Approach

Impact of Service Strategy on the Other Service Lifecycle Stages


Service Strategy Challenges, Risks, and CSFs

Program Details
Duration 3 Days
Capacity Max 12 Persons
Training Type Classroom / Virtual Classroom


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