Course Description
Dieser Intermediate Kurs vermittelt den Teilnehmern einen vertieften Einblick in die ITIL® Service Strategy Phase. Die Teilnehmer erarbeiten die Kenntnisse des Gesamtkonzepts, der Prozesse, Policies & Methoden im Zusammenhang mit der Strategy Phase.
COURSE OBJECTIVES:Dieses Training bereitet die Teilnehmer auf die anerkannte ITIL® Service Strategy Zertifizierung vor und ist Bestandteil der ITIL® Expert Zertifizierung.
Agenda
Introduction to service strategy
- The purpose, goals and objectives of service strategy
The scope of service strategy
The value to the business
The context of service strategy in relation to all other lifecycle stages.
Service strategy principles
- The ability to decide on a service strategy
How to utilize the four P's of service strategy
How to define services, create value and leverage the combined use of utility and warranty
How to use service economics and sourcing strategies when meeting business outcomes.
Service strategy processes
- The management level concepts for the five service strategy processes and how they flow and integrate with the lifecycle
The purpose, scope and objectives of each service strategy process and how they link to value for the business.
Governance
- The ability to analyse IT governance and use it to set strategy by leveraging governance frameworks, bodies.
Organizing for service strategy
- The ability to create an organizational design using the relevant development and departmental methods.
Technology considerations
- Understand the relevance and opportunities for service automation and the importance and application of technology interfaces across the lifecycle.
Implementing service strategy
- Develop implementation strategies that follow a lifecycle approach (e.g. design, transition, operation and improvement, programmes).
Challenges, critical success factors and risks
- The ability to provide insight and guidance for strategic challenges, risks and critical success factors.
Audience
Dieser dreitägige Service Strategy Lifecycle Kurs richtet sich an Personen, die ein ITIL® Foundation Zertifikat Version 2011 oder 2007 besitzen und die sich zum ITIL® Experten oder ITIL® Master weiterbilden möchten. Die Teilnehmer vertiefen ihre Service Management Best Practice Ansätze und erlangen ein vertieftes Verständnis für Service Strategy.
Comments
Virtual ITIL® Lifecycle Stream - Service Strategy (2011 Edition) Online Live training option
Imagine an industry-leading classroom training experience from wherever you have access to the Internet.
The Virtual Online Live events listed here gives you an effective and proven online virtual learning experience with the freedom to attend virtually from anywhere.
There is also an option of experiencing Online Live from one of the many national partner centers where a computer and headset will be provided for you.
This rich and engaging virtual classroom environment lets you conveniently interact with instructors and other students.
You will hear and see your instructor as they teach the course and answer your questions via voice or text.
Choose the online live virtual training option and you can access the recorded version even after the class has finished.
The onDemand labs give you access to the same client and server technologies covered in class so you can test, apply and hone your skills by accessing the labs before and even after the class.
Technical Requirements: a computer or laptop with a modern browser and high speed internet access along with one or two monitors.