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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
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
- 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
Class training methods
Values
- 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
Contact Info |
Public Training Schedule |
Phone: +84 (0)862 718 187 Email: [email protected] |
Please click below link to view our public training schedule |
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ITIL 2011 Intermediate – Service Strategy
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