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ITIL: Service Strategy

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  • About
  • Curriculum

Learn the principles, purpose, and objective of ITIL 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.

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

Please note: 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.

Prerequisites

  • ITIL Foundation certification (v3 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 Strategy (2011 Edition, ISBN 9780113313044) and complete at least 21 hours of personal study

Course Objectives 

After you complete this course you will be able to:

  • 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

Intended 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

About the Author

NterOne is a global training and consulting company focusing on live online IT training courses, self-paced e-learning, private onsite training, consulting, and software focused on the training industry.
Posted: 21 December, 2016

Module 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

Module 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

Module 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

Module 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

Module 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

Module 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

Module 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

Module 8: Governance 

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

Module 9: Organizing for Service Strategy 

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

Module 10: Technology Considerations 

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

Module 11: Implementing Service Strategy 

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

Module 12: Service Strategy Challenges, Risks, and CSFs 

Module 13: Exam Preparation/Mock Exam 

This is a certification course.
By completing this course, you are eligible for certification opportunities. This course provides the instruction and educational material needed to prepare for a third-party certification exam.
This is a course package.
Course packages provide a comprehensive learning plan at a discounted price, and may lead to certification opportunities.