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ITIL® Service Lifecycle: Service Strategy

In this course, you will be immersed in the overall concepts associated with the service strategy phase of the service lifecycle. You will get an introduction to the key principles of service strategy, and you will learn about the service strategy processes. You will discover the importance of governance and related frameworks, and you will examine implementation considerations and approaches, including organizational design, the role of technology, and service automation. Through lecture, exercises, and scenario-based on real-life situation, you'll learn the core disciplines of ITIL best practices.

This course is intended for

  • CIOs, CTOs, managers, supervisory staff, and team leaders
  • Service designers, IT architects, planners, consultants, and security managers
  • Any other IT operations, technical, or IT management personnel requiring more information about ITIL best practices related to service strategy
  • Anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT

Yêu cầu cơ bản/Prerequisites

  • ITIL Foundation Certification.
  • Key service management concepts
  • Service strategy principles related to the design of effective service and service management strategies
  • Service strategy processes, including strategy management for IT services, service portfolio management, financial management for IT services, demand management, and business relationship management
  • Importance of governance and related frameworks for creating and managing effective service strategies
  • Relevant organizational and departmental design methods and techniques
  • Service strategy technologies and service automation to support the service lifecycle
  • Implementation strategies that follow and support a service lifecycle approach.

Module 1: Introduction to ITIL Intermediate Service Strategy (SS)

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 service improvement
  • Exploring strategic perspectives, plans and positions

Module 2: ITIL Service Strategy Principles

Deciding on service strategy

  • Defining services
  • Basic approach to deciding a strategy

Utilizing 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

Module 3: 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

Module 4: 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

Module 5: Organizing for service strategy

  • Identifying organizational development
  • Applying organizational departmentalization
  • Deciding organizational design

Module 6: Technology considerations

  • Automating service
  • Analyzing and producing service interfaces

Module 7: Implementing Service Strategy

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

Module 8: 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

Module 9: Challenges, benefits and risks

  • Challenges, benefits and risks
  • Types of risks and high-level approaches for mitigating risk
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