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ITIL Service Lifecycle: Service Strategy

Learn the principles, processes, service management governance, technology, and implementation considerations of ITIL service strategy.

In this course, you will be immersed in the overall concepts associated with the service strategy phase of the service lifecycle. You will get an introduction to the key principles of service strategy, and you will learn about the service strategy processes. You will discover the importance of governance and related frameworks, and you will examine implementation considerations and approaches, including organizational design, the role of technology, and service automation. Through lecture, exercises, and scenario-based exam questions, you’ll learn the core disciplines of ITIL best practices. This course positions you to successfully complete the associated exam, which is offered on the last day of class at 3:00 pm for classroom students.  Virtual students will receive a voucher for a webcam proctored exam which they can schedule at their convenience.

 

Available formats for this course
In-Person
Live Online
Corporate
Corporate Online
Duration
3 days/24 hours of instruction
Education Credits
21 PDUs
21 PDUs
Pricing

Starting at: $2695

GSA Price: $2290

Group Rate: $2495

Part 1: Introduction to Service Strategy

  1. Key Service Management Concepts
  2. Purpose and Objectives of Service Strategy
  3. Scope of Service Strategy
  4. Business Value of Service Strategy
  5. Service Strategy Interfaces across the Service Lifecycle

Part 2: Service Strategy Principles

  1. Basic Approach to Deciding Strategy
  2. Services
  3. Elements of Value
  4. Utility and Warranty
  5. Customer, Service, and Strategic Assets
  6. Service Providers
  7. Strategies for Customer Satisfaction
  8. Service Economics
  9. Sourcing Strategies and Governance

Part 3: Strategy Management for IT Services Process

  1. Purpose, Objectives, and Scope of Strategy Management for IT Services
  2. Business Value of Strategy Management for IT Services
  3. Policies, Principles, and Basic Concepts of Strategy Management for IT Services
  4. Process Activities, Methods, and Techniques
  5. Triggers, Inputs, and Outputs of Strategy Management for IT Services
  6. Critical Success Factors (CSFs) and Key Performance Indicators (KPIs)
  7. Challenges and Risks

Part 4: Service Portfolio Management Process

  1. Purpose, Objectives, and Scope of Service Portfolio Management
  2. Business Value of Service Portfolio Management
  3. Policies, Principles, and Basic Concepts of Service Portfolio Management
  4. Process Activities, Methods, and Techniques
  5. Triggers, Inputs, and Outputs of Service Portfolio Management
  6. CSFs and KPIs
  7. Challenges and Risks

Part 5: Financial Management for IT Services Process

  1. Purpose, Objectives, and Scope of Financial Management for IT Services
  2. Business Value of Financial Management for IT services
  3. Policies, Principles, and Basic Concepts of Financial Management for IT Services
  4. Process Activities, Methods, and Techniques
  5. Triggers, Inputs, and Outputs of Financial Management for IT Services
  6. CSFs and KPIs
  7. Challenges and Risks

Part 6: Demand Management Process

  1. Purpose, Objectives, and Scope of Demand Management
  2. Business Value of Demand Management
  3. Policies, Principles, and Basic Concepts of Demand Management
  4. Process Activities, Methods, and Techniques
  5. Triggers, Inputs, and Outputs of Demand Management
  6. CSFs and KPIs
  7. Challenges and Risks

Part 7: Business Relationship Management Process

  1. Purpose, Objectives, and Scope of Business Relationship Management
  2. Business Value of Business Relationship Management
  3. Policies, Principles, and Basic Concepts of Business Relationship Management
  4. Process Activities, Methods, and Techniques
  5. Triggers, Inputs, and Outputs of Business Relationship Management
  6. CSFs and KPIs
  7. Challenges and Risks

Part 8: Governance

  1. Strategy for Governance
  2. Governance Frameworks and Bodies
  3. How Service Strategy Relates to Governance

Part 9: Organizing for Service Strategy

  1. Service Strategy Roles
  2. Organizational Development
  3. Organizational Departmentalization
  4. Organizational Design

Part 10: Technology Considerations

  1. Service Automation, Instrumentation, and Analytics
  2. Service Interfaces and Self-Service Channels

Part 11: Implementing Service Strategy

  1. Implementation through the Service Lifecycle
  2. Following a Lifecycle Approach
  3. Impact of Service Strategy on the Other Service Lifecycle Stages

Part 12: Service Strategy Challenges, Risks, and CSFs

Part 13: Exam Preparation/Mock Exam

  1. To prepare for the end-of-class exam, we recommend that you review the ITIL 2011 publication Service Strategy (2011 Edition, ISBN 9780113313044) and complete at least 21 hours of personal study

 

  • IT operations, technical, or IT management personnel requiring more information about ITIL best practices
  • Anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT

  • Understand Service Management as a practice and Service Strategy principles, purpose, and objective
  • Identify how all Service Strategy processes interact with other Service Lifecycle processes
  • Use Activities, methods, and functions in each of the Service Strategy processes
  • Identify roles and responsibilities within Service Strategy and the activities and functions to achieve operational excellence
  • Measure Service Strategy performance
  • Understand the technology and implementation requirements in support of Service Strategy
  • Identify the challenges, critical success factors, and risks related with Service Strategy

In order to receive a refund for prepayment, you must cancel or reschedule your registration 16 or more calendar days before the start date of your scheduled class. Failure to provide the required notification will result in full charge of the course. If a student does not attend a scheduled course without the required prior notification, the funds will be forfeited and rescheduling will not be allowed. Within the required notification period, only student substitutions will be permitted.
Rescheduling is permitted at any time with 16 or more calendar days' notice. Enrollments must be rescheduled within six months of the cancel date or funds on account will be forfeited.

ITIL Service Lifecycle: Service Strategy Schedule

Location
Date
Price
Register
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Live, Online Training
Feb 22nd - 24th 8:30 am - 5:30 pm ET
$2695
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Live, Online Training
Mar 15th - 17th 8:30 am - 5:30 pm ET
$2695

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