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ITIL Training Overview
The ITIL® Service Strategy 3-day course immerses learners 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 student to successfully complete the associated exam.
ITIL Training Audience
The ITIL® Service Strategy Lifecycle course will be of interest to:
Individuals who have their ITIL® Foundation Certificate who want to purse the intermediate and advanced level ITIL® certifications.
Individuals who require a deeper understanding of the Service Strategy stage of the Service Lifecycle and how activities in this Lifecycle stage may be implemented to enhance the quality of IT service management within an organization.
IT professionals working in roles associated with strategic planning, execution and control within a service-based business model, seeking an understanding of the concepts, processes, functions and activities involved in Service Strategy
Individuals seeking the ITIL® Expert certification in IT Service Management for which this qualification is one of the prerequisite modules
Individuals seeking progress towards the ITIL® Master in IT Service Management for which the ITIL® Expert is a prerequisite.
A typical role includes (but is not restricted to): CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, service test managers and ITSM trainers involved in the management, coordination and integration of strategy activities within the Service Lifecycle.
ITIL Training Prerequisites
Candidates for this course must hold an ITIL® Foundation Certificate (holders of Foundation certificate from an earlier version of ITIL® , e.g.: ITIL® v2, must pass the current ITIL® Foundation exam before attending this course). There is no minimum requirement but a basic IT literacy and around 2 years IT experience are highly desirable
Course duration
3 Days
ITIL Training Course outline
1. 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
2. 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
3. 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
4. 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
5. 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
6. 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
7. 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
8. Governance
- Strategy for Governance
- Governance Frameworks and Bodies
- How Service Strategy Relates to Governance
9. Organizing for Service Strategy
- Service Strategy Roles
- Organizational Development
- Organizational Departmentalization
- Organizational Design
10. Technology Considerations
- Service Automation, Instrumentation, and Analytics
- Service Interfaces and Self-Service Channels
11. Implementing Service Strategy
- Implementation through the Service Lifecycle
- Following a Lifecycle Approach
- Impact of Service Strategy on the Other Service Lifecycle Stages
12. Service Strategy Challenges, Risks, and CSFs
13. Exam Preparation
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