Course Outline

Overview of Service Strategy

• Define Service Strategy
• Basic concepts of Service Management
• Scope and objectives
• Service Strategy Business Value
• Service Strategy Interfaces across the ITIL® Service Lifecycle

Overview of Service Strategy Principles

• Service Strategy principles
• Basic approach for deciding strategy
• Introduction to Services
• Components of Value
• Utility and Warranty
• Customer, Service, and Strategic Assets
• Service Providers
• Strategies for Customer Satisfaction
• Service Economics
• Sourcing Strategies and Governance

Overview of Strategy Management for IT Services Process

• Define Strategy Management
• Scope and objectives
• Business Value
• Basic concepts and terminologies of Strategy Management for IT Services
• Methods and techniques
• Inputs and outputs of Strategy Management for IT Services
• Critical Success Factors (CSFs) and Key Performance Indicators (KPIs)
• Risks and challenges involved

Overview of Service Portfolio Management Process

• Define Service Portfolio Management
• Scope and objectives
• Business Value
• Basic concepts and terminologies of Service Portfolio Management
• Methods and techniques
• Inputs and outputs of Service Portfolio Management
• Critical Success Factors (CSFs) and Key Performance Indicators (KPIs)
• Risks and challenges involved

Overview of Financial Management for IT Services Process

• Define Financial Management
• Scope and objectives
• Business Value
• Basic concepts and terminologies of Financial Management for IT Services
• Methods and techniques
• Inputs and outputs of Financial Management for IT Services
• Critical Success Factors (CSFs) and Key Performance Indicators (KPIs)
• Risks and challenges involved

Overview of Demand Management Process

• Define Demand Management
• Scope and objectives
• Business Value
• Basic concepts and terminologies of Demand Management
• Methods and techniques
• Inputs and outputs of Demand Management
• Critical Success Factors (CSFs) and Key Performance Indicators (KPIs)
• Risks and challenges involved

Overview of Business Relationship Management Process

• Define Business Relationship Management process
• Scope and objectives
• Business Value
• Basic concepts and terminologies of Business Relationship Management
• Methods and techniques
• Inputs and outputs of Business Relationship Management
• Critical Success Factors (CSFs) and Key Performance Indicators (KPIs)
• Risks and challenges involved

Overview of Governance

• Governance Strategy
• Governance Frameworks and Bodies
• Relationship between Service Strategy and Governance

Overview of Organising Service Strategy

• Roles for Service Strategy
• Organisational Development
• Organisational Departmentalization
• Organisational Design

Overview of Technology Considerations

• Service Automation, Instrumentation and Analytics
• Service Interfaces and Self-Service Channels

Overview of Implementing Service Strategy

• Implementation through the ITIL® Service Lifecycle
• Follow a Lifecycle Approach
• Impact of Service Strategy on the other stages of Service Lifecycle