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ITIL®-SS: Intermediate LifeCycle: ITIL® Service Strategy with Certification Exam

Online Short Course by NetCom Learning

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USD 2,695.00

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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.

Outline

Introduction to Service Strategy
1. Key Service Management Concepts
2. Purpose and Objectives of Service Strategy
3. Scope of Service Strategy
4. Business Value of Service Strategy
5. Service Strategy Interfaces across the Service Lifecycle
Service Strategy Principles
1. Basic Approach to Deciding Strategy
2. Services
3. Elements of Value
4. Utility and Warranty
5. Customer, Service, and Strategic Assets
6. Service Providers
7. Strategies for Customer Satisfaction
8. Service Economics
9. Sourcing Strategies and Governance
Strategy Management for IT Services Process
1. Purpose, Objectives, and Scope of Strategy Management for IT Services
2. Business Value of Strategy Management for IT Services
3. Policies, Principles, and Basic Concepts of Strategy Management for IT Services
4. Process Activities, Methods, and Techniques
5. Triggers, Inputs, and Outputs of Strategy Management for IT Services
6. Critical Success Factors (CSFs) and Key Performance Indicators (KPIs)
7. Challenges and Risks
Service Portfolio Management Process
1. Purpose, Objectives, and Scope of Service Portfolio Management
2. Business Value of Service Portfolio Management
3. Policies, Principles, and Basic Concepts of Service Portfolio Management
4. Process Activities, Methods, and Techniques
5. Triggers, Inputs, and Outputs of Service Portfolio Management
6. CSFs and KPIs
7. Challenges and Risks
Financial Management for IT Services Process
1. Purpose, Objectives, and Scope of Financial Management for IT Services
2. Business Value of Financial Management for IT services
3. Policies, Principles, and Basic Concepts of Financial Management for IT Services
4. Process Activities, Methods, and Techniques
5. Triggers, Inputs, and Outputs of Financial Management for IT Services
6. CSFs and KPIs
7. Challenges and Risks
Demand Management Process
1. Purpose, Objectives, and Scope of Demand Management
2. Business Value of Demand Management
3. Policies, Principles, and Basic Concepts of Demand Management
4. Process Activities, Methods, and Techniques
5. Triggers, Inputs, and Outputs of Demand Management
6. CSFs and KPIs
7. Challenges and Risks
Business Relationship Management Process
1. Purpose, Objectives, and Scope of Business Relationship Management
2. Business Value of Business Relationship Management
3. Policies, Principles, and Basic Concepts of Business Relationship Management
4. Process Activities, Methods, and Techniques
5. Triggers, Inputs, and Outputs of Business Relationship Management
6. CSFs and KPIs
7. Challenges and Risks
Governance
1. Strategy for Governance
2. Governance Frameworks and Bodies
3. How Service Strategy Relates to Governance
Organizing for Service Strategy
1. Service Strategy Roles
2. Organizational Development
3. Organizational Departmentalization
4. Organizational Design
Technology Considerations
1. Service Automation, Instrumentation, and Analytics
2. Service Interfaces and Self-Service Channels
Implementing Service Strategy
1. Implementation through the Service Lifecycle
2. Following a Lifecycle Approach
3. Impact of Service Strategy on the Other Service Lifecycle Stages

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IT Service Management