ITIL®-SS: Intermediate LifeCycle: ITIL® Service Strategy with Certification Exam
Details
Outline
- 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
NetCom Learning helps build innovative learning organizations in the workplace by structuring a smarter workforce, supporting learning changes, and driving learning growth. Since 1998 we have been empowering organizations to reach optimal performance results and address challenges by managing all aspects of organizational learning.
NetCom Learning is honored to be recognized as Microsoft's Worldwide Training Partner of the Year by Microsoft and as a Top 20 IT Training Company by TrainingIndustry.com for three years. We offer over 1,500 courses available to organizations around the world, encompassing all your technology and business training needs. From authorized or foundational training to specialized certifications, we empower organizations to achieve a competitive advantage. In addition, we provide customers with a choice of customized private programs, convenient scheduling options, flexible delivery formats, and continuous learning support, all tailored towards minimizing the skills gap and gaining maximum business impact for your organization. ...