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ACADEMY FOR PROFESSIONAL EXCELLENCE

ITIL 2011 Intermediate Service Strategy_EN

Learning Objective

At the end of the training, participants are expected to:

  • 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
Training Contents

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: Technology Considerations

Organizing for service strategy

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

Technology and service strategy

  • Automating service
  • Analyzing and producing service interfaces

Module 6: Implementing Service Strategy

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

Module 7: 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

Exam Preparation/Mock Exam

Prerequisites

  • To prepare for the international certificate, we recommend that you review the ITIL 2011 publication Service Strategy (2011 Edition, ISBN 9780113313044) and complete at least 21 hours of personal study
  • The ITIL Foundation Certificate
Target Participant
  • 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
Key Highlights

Class training methods  
Training Methods1Values

  • CUSTOMISED: Our tailor-made solutions are in line with your business goals, drawing on best practices and proven approaches
  • RESULT-ORIENTED: Our primary objective is the enhancement of business results through continuous evaluation for maintaining focus and accountability
  • COST-EFFECTIVE: Our customized and simple solutions are highly cost-effective
  • TARGETED: We use a combination of approaches and techniques to meet the objectives of our individual clients and organizational needs
  • PROCESS-ORIENTED: Our training programs are process focused, not process bound. We apply standard tools for process streamlining
  • IMPROVEMENT FOCUSED: Our techniques involve robust evaluation, open and honest communication and on-going process upgrading for continuous improvement.
  • IMPACTFUL: Our experts leverage powerful solutions that can deliver the right impetus to your business

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Course Pictures
Other Info

Contact Info

Public Training Schedule

Phone: +84 (0)862 718 187               
Email: info@apexglobal.com.vn
Please click below link to view our public training schedule

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  Brochure VN 

 

Perceived by Participants
  • Mr. Tran Van Son

    Solution Consulting; Project Manager at Cadena Vietnam Co. Ltd. The business analysis training course in practice helped me learned the way to elicit the requirement effective, mission of a business analyst professional, the value of this guy promote the customer satisfaction. It also helped me know how to develop optimal solutions suitable context of each customer, how to communicate with relevant stakeholders to get their commitment and carry out more values to customer. Thanks for professional service, Apex Global teams and trainer

  • Mr. Phuoc Nguyen

    Technical Manager at Hoang Vi Corp. After training course completed, I realized that the majority of small and medium businesses in Vietnam was not applied ITIL or did not understood about the concept of service. The guideline from training course help make it be sorted, be arranged place and right area. And when need, we just lost a little time to found it. Still 3 short days but helped us "professional" in mind, as well as how to communicate with other departments in the company to make the service better.

  • Mr. Nguyen Huynh Trung Kien

    BA Lead - Senior Consultant - TMA Solutions

    Before participating in the training, I do not quite understand ITIL, ITSM. When completed the training course I just only understand 20%. However 20% of this would be a prerequisite for the other knowledges. Three days involved to learn so rewarding.


  • Certified Partners International