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ITIL 2011 Intermediate Service Strategy_VN

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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