Course Description
ITIL is a set of best practices guidance that has become a
worldwide-adopted framework for Information Technology Services
Management (ITSM) by many Public & Private Organizations. Since
early 1990, ITIL has been evolving from focusing on Functions and
Processes under versions 1 and 2 to focusing on the Full Service
Lifecycle Management under current version. The 4th day of this class
will be a half day, in duration.
In addition to the existing benefits of aligning IT goals and
objectives with the business, improving quality and reducing cost of
operation; ITSM and ITIL now emphasizes the following areas:
- Assist in transforming IT Service Management onto a strategic business asset
- Assist in defining and managing the complete lifecycle of IT Service Management Process
- Provide guidance on the development of Services Strategy, the
development of Service Design, the Transition of Services from current
to desired state, the Implementation and the Continuous improvement of
the those Services
Through lectures and practice exam questions participants explore the
concepts of good practice in IT Service Management based on the ITIL
Edition 2011Framework.
The ITIL Intermediate Qualification: Service Strategy Certificate is a
free-standing qualification, but is also part of the ITIL Intermediate
Lifecycle stream, and one of the modules that leads to the ITIL Expert
in IT Service Management. The purpose of this training module and the
associated exam and certificate is, respectively, to impart, test, and
validate the knowledge on industry practices in service management as
documented in the ITIL publication.
Agenda
Introduction
The purpose of Service Strategy
The relationship of the Service Strategy to other ITIL stages
Service Strategy Principles
This unit introduces the candidate to the core concepts and practices in Strategy and organization applied to Service Management and IT.
Fundamental aspects of service strategy
Basic approach to deciding a strategy
Strategy and opposing dynamics
Outperforming competitors
The four P’s of service strategy
Services
Value
Utility and warranty
Assets – customer, service and strategic
Service Providers – types and choosing between them
Defining services
Strategies for customer satisfaction
The Kano model
Service economics
Sourcing strategy
Strategy inputs and outputs with the service lifecycle
Service Strategy Processes
Strategy management for IT services
The high level steps of performing a strategic assessment
Analyze the internal and external environment
Define market spaces and establish objectives
Strategy execution
Service portfolio management
Financial management for IT services
Demand management
Business relationship management
The following will be discussed for each of the Service Strategy processes:
Purpose and objectives
Scope
Value to Business
Policies, principles and basic concepts
Process activities, methods and techniques
Triggers, inputs, outputs and interfaces
Critical success factors and key performance indicators
Challenges and risks
Governance
Setting the strategy for governance
Evaluate, direct, monitor
Governance framework
What is IT governance
Governance bodies
How service strategy relates to governance
Organizing for service strategy
Organizational development
Organizational departmentalization
Organizational design
The role of service owner and business relationship manager
Strategy, portfolio, financial, and demand roles
Technology Considerations
Service automation
Service interfaces
Implementing Service strategy
Implementation through the lifecycle
Following a lifecycle approach
The impact of service strategy on other lifecycle stages
Service Strategy challenges, critical success factors and risks
Challenges
Risks
Critical success factors
Summary, Exam Preparation and Directed Studies
This module summarizes the material covered in the previous modules and prepares candidates for the examination through the review and practice of a mock examination. The Examination is comprised of eight (8) multiple choice, scenario-based, gradient scored questions. The standard duration of the exam is Maximum 90 minutes.
Program Material
This training program includes the following as reference documentation:
Program slide presentation
Syllabus document
ITIL acronyms and glossary
Sample examination questions and answers
Audience
The main target group for this ITIL Intermediate Qualification Certificate includes, but is not restricted to:
- Chief information officers (CIOs)
- Chief technology officers (CTOs)
- Managers
- Supervisory staff
- Team leaders
- Service designers
- IT architects
- IT planners
- IT consultants
- IT audit managers
- IT security managers
- ITSM trainers involved in the on-going management, co-ordination and
integration of strategizing activities within the service lifecycle
- Individuals who require a deeper understanding of the ITIL service
strategy stage of the ITIL service lifecycle and how activities in it
may be implemented to enhance the quality of IT service management
within an organization
- IT professionals working in roles associated with strategic
planning, execution and control within a service-based business model,
seeking an understanding of the concepts, processes, functions and
activities involved in service strategy
- Individuals who have attained the ITIL Foundation Certificate in IT
Service Management and wish to advance to higher level ITIL
certifications
- Individuals seeking the ITIL Expert Certification in IT Service
Management for which this qualification can be one of the prerequisite
modules
- Individuals seeking progress toward the ITIL Master Certificate in
IT Service Management for which the ITIL Expert is a prerequisite.