ITIL Service Strategy

Procept Associates Ltd.
Training overview
Professional Course
E-learning
3 days
Start dates
Online
Start anytime

Course description

ITIL Service Strategy

The Information Technology Infrastructure Library (ITIL) has become thede-facto best practice standard for the provision of high quality IT services worldwide. It provides guidance to customers of Information Technology services on what they should demand, and for IT organizations the various publications identify what should be provided and how to maximize efficiency and effectiveness.

The Office of the Government Commerce commissioned a program to review the best practice framework in 2005. The result was the launch of five core books in May 2007, referred to as ITIL V3, for the practice of Service Management in Information Technology.

The 3-day ITIL V3 Service Strategy course is an independent certification and also prepares the candidate for the Managing Across the Lifecycle and ITIL Expert certifications. This course covers strategy principles, defining services and market spaces, conducting strategic assessments, strategy processes and interfaces, critical success factors and risks.

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Who should attend?

The main target group includes, but is not limited to CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers and ITSM trainers involved in the ongoing management, coordination and integration of strategy activities.

Prerequisite

This qualification is only available to candidates who hold the V3 Foundation or Foundation Bridge Certificate in IT Service Management.

Training content

Service Strategy Principles

  • Value-creation
  • Service assets - capabilities and resources
  • Service provider types
  • Service model dynamics
  • Strategic perspectives, plans, positions and patterns

Defining Services and Market Spaces

  • Services, customer outcomes, service assets, utility and warranty elements
  • Business outcomes of customers
  • Market spaces

Conducting Strategic Assessments

  • Strategic assets and performance potential
  • Critical Success Factors and alignment of services, capabilities and strategies
  • Business potential within existing customers and market spaces

Service Strategy Processes

  • Financial Management
  • Service Portfolio Management
  • Demand Management

Service Strategy Interfaces

  • Service Lifecycle interfaces with Service Strategy
  • Service Design policies and constraints
  • Service Transition requirements
  • Service Catalogue tactical plans
  • Continual Service Improvement opportunities

Service Strategy Critical Success Factors and Risk

  • The role of organization development and sourcing
  • Automation and tools
  • Benefits and risks
  • Risk management

Wrap Up, Mock and Exam

Certification / Credits

Learning Objectives

Participants will gain practical skills at an analytical level in the following areas:

  • Service Strategy Principles
  • Defining services and market spaces
  • Conducting Strategic Assessments
  • Financial Management
  • Service Portfolio Management
  • Managing demand
  • Driving strategy through the Service Lifecycle
  • Understanding Critical Success Factors and risks

About Procept

Procept Associates Ltd.

Since 1963, Procept (and its subsidiaries) have trained over 1 million people from over 17,000 organizations. We focus on developing competencies in project management, change management, agile management, leadership, business analysis, IT and data management, as well as soft skill...


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