ITIL® Service Strategy

ITIL® Service Strategy Courses

Scheduled Events

DatesDurationLocationCost / DelegateStatus
11/3/13 - 13/3/133 DaysEdinburgh£1,200.00 Wait List

Overview

Course Overview

Introduction to Service Strategy

Core concepts

  • Purpose and objectives of service strategy
  • Scope of service strategy and value to business

Service Strategy and the overall ITIL lifecycle

  • Strategy concepts and practices
  • The context of service strategy in relation to design, transition, operation and continual process improvement
  • Exploring strategic perspectives, plans and positions

Service Strategy Principles

Deciding on Service Strategy

  • Defining services
  • Basic approach to deciding a strategy

Utilising the four Ps of Service Strategy

  • Perspective
  • Position
  • Plan
  • Pattern

Strategy and opposing dynamics

  • Leveraging the combined use of utility and warranty
  • Defining and creating value
  • Assets: customer, service and strategic
  • Choosing service providers

Meeting business outcomes

  • Outperforming competitors
  • Service economics and sourcing strategies
  • Strategy inputs and outputs within the service lifecycle

Service Strategy Processes

Creating effective service strategies

  • Integrating the five service strategy processes
  • Creating value for the business
  • Strategy execution

Strategy and Financial Management for IT Services

  • Purpose and objectives
  • Describing the process activities

Service Portfolio Management

  • Identifying process activities, methods and techniques
  • Applying value to business

Demand Management

  • Strategies for demand management
  • Profiling, segmentation and service packaging strategies
  • Demand and customer outcomes

Business Relationship Management

  • Distinguishing triggers, inputs, outputs and interferences
  • Critical success factors and key performance indicators
  • Challenges and risks

Analyzing IT Governance

What is IT governance?

  • How strategy relates to governance
  • Setting strategy
  • Leveraging governance frameworks and bodies to set strategy

Implementing governance

  • Evaluate, direct, monitor
  • Producing a governance framework
  • Distinguishing governance bodies

Technology Considerations

Organising for service strategy

  • Identifying organisational development
  • Applying organisational departmentalisation
  • Deciding organisational design

Technology and service strategy

  • Automating service
  • Analysing and producing service interfaces

Implementing Service Strategy

  • Developing implementation strategies that follow a lifecycle approach
  • Implementation through the lifecycle
  • Following a lifecycle approach

Critical Success Factors and Risks

  • Providing insight and guidance for strategic challenges, risks and critical success factors
  • Determining the viability of strategic positions and plans
  • Challenges, benefits and risks
  • Types of risks and high-level approaches for mitigating risk

Testimonials

Testimonials

Real comments from real customers….

Very well presented at a good pace with appropriate examples

— Andy A – MOD (2013)

A very well presented course, particularly appreciated taking into account previous providers

— Simon P – MOD (2013)

The competence and enthusiasm of the Instructor were key to a well delivered course….

— Peter C – MOD (2013)

At the end of a recent ITIL foundation session which John led, I noted to my company’s training team that: “I have no reservations about recommending the course. It was led by a highly experienced trainer who had a very effective teaching style. He delivered great content which I can apply immediately”. Also, even though I had limited prior exposure to ITIL I also did excellently well in the certification exam. John did a brilliant job encouraging the course participants to internalize the concepts of ITIL, ensuring that the best practices were not merely taken at face value, but were challenged and compared with other practices and models.
The highest praise that I can give is perhaps that I ensured that a new service delivery manager who just joined my team was signed up for John’s course as soon as he accepted the role

— OPM A Ibitoye MBA (2012)

Resourses

Resources

ITIL® General Resources:

ITIL® Service Strategy Exam Resources:


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