200 – ITIL Service StrategyDownload Course Outline
Title: ITIL Service Strategy Course 200; 3 Days, Instructor-led
Description: This three-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. Including defining services and how services can deliver value, impact of external markets, customer requirements. In addition, defining and managing the relationship between the business and IT services in the creation of customer value for the services offerings. Key topics covered include Service Portfolio, Demand, Financial and Business Relationship Management.
At Course Completion:
Audience & Prerequisites: The course is ideally suited for CIOs, CTOs, Managers, Team Leaders, IT Consultants, Designers, Architects, Planners, IT Security Managers, Service Test Managers and individuals involved in the management, coordination, and integration of strategy activities within the Service Lifecycle. ITIL Foundation certificate
Course Outline Details: The goal of the course is to provide: Understanding Service Management as a Practice and Service Strategy Principles, Purpose and Objectives Understanding how all Service Strategy processes interact with other Service Lifecycle processes The activities, methods and functions used in each of the Service Strategy processes The Roles and responsibilities within Service Strategy and the activities and functions to achieve operational excellence How to measure Service Strategy performance Understanding technology and implementation requirements The challenges, critical success factors and risks Day 1 Introduction Service Strategy Principles Day 2 Service Strategy Processes Governance Day 3 Organizing for Service Strategy Technology Considerations Challenges, Critical Success Factors and Risks Exam Preparation Examination Course Introduction Course Learning Objectives Unit 1: Introduction to Service Strategy Purpose, Objectives, Scope, Value to the Business Relationship with Other Lifecycle Phases Unit 2: Service Strategy Principles Basic Approach to Deciding a Strategy Strategy and Opposing Dynamics and Outperforming Competitors The Fours 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 Strategies Strategy Inputs and Outputs with the Service Lifecycle Unit 3: Service Strategy Processes Strategy Management for IT Services Service Portfolio Management Financial Management for IT Services Demand Management Business Relationship Management Unit 4: Governance Strategizing for Governance The Governance Framework IT Governance Governance Bodies Relationship of Service Strategy with Governance Unit 5: Organizing for Service Strategy Organizational Development Departmentalization Organization Organizational Design Service Owner and Business Relationship Manager Other Roles Unit 6: Technology Considerations Service Automation Service Interfaces Unit 7: Implementing Service Strategy Implementation Through the Lifecycle Following the Lifecycle Approach Impact of Service Strategy on Other Lifecycle Phases Unit 8: Challenges, Critical Success Factors, and Risks Challenges Risks CSFs Unit 9: Exam Preparation Guide
Start Date: 04/08/2019
End Date: 04/10/2019