ITILB. 2011: Service Strategy - AXELOS and EXIN Accredited Training
Details
- Discuss the Service Lifecycle and Service Management as a Practice: Understand the Service Lifecycle and the objectives and business value for each phase in the lifecycle; understand and articulate “service” and be able to explain the concept of Service Management as a practice
- Explain basic Service Strategy Principles: Understand the key concepts, common principles and guidelines that will influence the performance of SS processes
- Identify Service Strategy Processes: Understand the managerial and supervisory aspects of the SS processes. Other areas of discussion include the roles and responsibilities (and their relationship to other Service Management processes), challenges, critical success factors and risks within each of the processes. The processes include:
- Strategy Management for IT Services
- Service Portfolio Management
- Financial Management for IT Services
- Demand Management
- Business Relationship Management
- Describe Governance & Organizing Service Strategy: Understand the role and impact of governance to the delivery of appropriate and effective services as well as the organizational requirements for strategy development
- Explore Technology and Implementation Considerations: Understand the role of technology to Service Strategy and explore concepts that have great impact on SS process implementation
Outline
Module 00: Course Introduction
Module 01: Exam Tips
Module 02: Service Management as a Practice Part 1
- Components of the Service Lifecycle
- What is a Service?
- What Comprises Value?
- What is Service Management?
- Processes
- Generic Roles
Module 03: Service Management as a Practice Part 2
- Purpose & Objectives of Service Strategy
- Value to the Business
- Service Strategy Inputs/Outputs
- SS Challenges, Risks, CSFs
Module 04: Exercise: ITSM and Failure
Module 05: Strategy and Services
- Deciding a Strategy
- Four Ps of Strategy
Module 06: Services and Value
- Service Breakdown
- Value
- Utility & Warranty
Module 07: Customers and Service Providers
- Customer & Service Assets
- Service Providers
Module 08: Defining Services
- Steps to Define Services
- Strategies for Customer Satisfaction
- KANO model
Module 09: Service Economics
- ROI
- The Business Case
- Business Impact Analysis (BIA)
Module 10: Sourcing Strategies
- Sourcing Structures
- Outsourcing
- Sourcing Governance
Module 11: Strategy Management for IT Services (StM) Part 1
- Purpose & Objectives
- Value to the Business
- Policies/Principles/Basic Concepts
- Activities
Module 12: Strategy Management for IT Services (StM) Part 2
- Roles
- Triggers, Inputs/Outputs & Interfaces
- Metrics
- Challenges & Risks
Module 13: Service Portfolio Management (SPM) Part 1
- Purpose & Objectives
- Value to the Business
- Policies/Principles/Basic Concepts Part 1
Module 14: Service Portfolio Management (SPM) Part 2
- Policies/Principles/Basic Concepts Part 2
- Activities
- Roles
- Triggers, Inputs/Outputs & Interfaces
- Metrics
- Challenges & Risks
Module 15: Financial Management (FM) Part 1
- Purpose & Objectives
- Value to the Business
- Policies/Principles/Basic Concepts
Module 16: Financial Management (FM) Part 2
- Activities
- Roles
- Triggers, Inputs/Outputs & Interfaces
- Metrics
- Challenges & Risks
- Exercise: Cost Model for Desktop Deployment
Module 17: Demand Management (DM) Part 1
- Purpose & Objectives
- Value to the Business
- Policies/Principles/Basic Concepts
- Activities
Module 18: Demand Management (DM) Part 2
- Roles
- Triggers, Inputs/Outputs & Interfaces
- Metrics
- Challenges & Risks
Module 19: Business Relationship Management (BRM) Part 1
- Purpose & Objectives
- Value to the Business
- Policies/Principles/Basic Concepts
Module 20: Business Relationship Management (BRM) Part 2
- Activities
- Roles Triggers, Inputs/Outputs & Interfaces
- Metrics
- Challenges & Risks
- Exercise: Melchester PBAs/UPs
Module 21: Governance & Organizations Part 1
- Governance Basics
- Governance Framework
- Service Strategy & Governance
Module 22: Governance & Organizations Part 2
- Organizational Development
- Organizational Departmentalization
- Organizational Design
Module 23: Implementation & Technology Part 1
- Implementing Service Strategy
- Strategy Implementation via the Lifecycle
- Strategy Impact on Lifecycle Phases
Module 24: Implementation & Technology Part 2
- Service Automation
- Service Interfaces
Speaker/s
Dr. Suzanne Van Hove. owner of SED-IT, has successfully blended an award-winning career in higher education with a passion for IT Service Management. She understands the dynamics of how people learn and the best vehicles for content retention. She has developed and received accreditation of her own IT Service Management educational programs.
Perhaps her greatest strength is developing training curriculum that is industry specific. This unique approach gives students practical, real life case studies that enable them to bring best practices to their respective organizations. Large and small organizations around the globe have benefited from her proprietary approach. With over 25 years’ experience, Suzanne brings a wealth of knowledge to every engagement – either in the classroom or boardroom. In 2011, Suzanne was recognized the itSMF USA ‘Industry Knowledge Contribution’ Award for her achievements in academia and industry.
Schedules
| No. of Days: | 365 |
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