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