Multiple Dates
SECO - IT-Security Foundation 2-Day Virtual Live Training in Singapore
Event Information
About this Event
Course Description :
This Course immerses participants in the overall concepts, Processes, Policies and methods associated with the Service Strategy phase of the Service Lifecycle. The Course covers the Management and control of the activities and techniques within the Service Strategy stage, but not the detail of each of the supporting Processes. This Course is designed using an engaging scenario-based approach to Learning the core disciplines of the ITIL Best Practice and positions the participant to successfully complete the associated exam.
The Course is important for IT professionals working in roles associated with strategic planning, execution and control within a service-based business model. Participants will gain a deeper understanding of the Service Strategy stage of the Service Lifecycle and how activities in this stage may be implemented to enhance the quality of IT service Management within an organization. This Course is of special interest for ITIL Foundation certified professionals extending their qualifications to ITIL Expert (and later ITIL Master) level for which this qualification is a prerequisite.
Through the blended form of Learning, participants benefit from an optimal mix of Learning methods that provides them with the most effective way to build their ITIL knowledge with respect to Service Strategy and learn to apply this knowledge in real life. Participants can complete eLearning modules in their own time to build the right level of knowledge, and then participate in interactive classroom or virtual classroom sessions to apply this knowledge in Practice.*
Course Outline :
Course Introduction
Introductions
Course Introduction
Course Learning Objectives
Unique Nature of the Course
Course Agenda and Exam Details
Course Agenda
ITIL Intermediate Classroom Course
ITIL Intermediate Expert Program Course
ITIL Intermediate Classroom Blended Course
ITIL Intermediate Virtual Classroom Blended Course
Introduction to Service Strategy
Purpose and Objectives
Scope of Service Strategy
Value to the Business
Relationship with Other Lifecycle Phases
Group/Individual Exercise
Service Strategy Principles
Basic Approach to Deciding a Strategy
Strategy and Opposing Dynamics and Outperforming Competitors
The Four Ps of Service Strategy
Services and Value
Utility and Warranty of Services
Customer Assets, Service Assets, and Strategic Assets
Service Providers – Types and Choosing Between Them
Defining Services
Strategies for Customer Satisfaction
Service Economics
Sourcing Strategy
Strategy Inputs and Outputs with the Service Lifecycle
Service Strategy Processes
Strategy Management for IT Services
Service Portfolio Management
Financial Management for IT Services
Demand Management
Business Relationship Management
Group/Individual Exercise
Sample Test Questions
Governance
Governance
Strategizing for Governance
The Governance Framework
IT Governance
Governance Bodies
Relationship of Service Strategy with Governance
Group/Individual Exercise
Organizing for Service Strategy
Organizational Development
Departmentalization Organization
Organizational Design
Service Owner and Business Relationship Manager
Other Roles
Technology Considerations
Service Automation
Service Interfaces
Implementing Service Strategy
Implementation Through the Lifecycle
Following the Lifecycle Approach
Impact of Service Strategy on Other Lifecycle Phases
Group/Individual Exercise
Challenges, Critical Success Factors, and Risks
Challenges
Risks
CSFs
Sample Test Question
Exam Preparation Guide
Mock Exam 1
Mock Exam 2
Target Audience :
CIO/CTOs
Supervisory staff
IT Team leaders
IT Designers
IT Architects
IT Consultants
IT Audit Managers
IT Security Managers
Service Test Managers
ITSM Trainers
Learning Objectives :
Understand Service Management as a Practice and Service Strategy Principles, purpose and objective.
Understand how all Service Strategy Processes interact with other Service Lifecycle Processes.
Identify the activities, methods and functions used in each of the Service Strategy Processes.
Identify the roles and responsibilities within Service Strategy and the activities and functions to achieve operational excellence.
Measure Service Strategy performance.
Understand technology and implementation Requirements in support of Service Strategy.
Identify the challenges, critical success factors and Risks related with Service Strategy.
Course Agenda :
Day1
Course Introduction
Introduction to Service Strategy
Service Strategy Principles
Service Strategy Processes
Governance
Homework
Day2
Organizing for Service Strategy
Technology Considerations
Implementing Service Strategy
Challenges, Critical Success Factors, and Risks