ITIL Service Lifecycle: Service Strategy

Formato: Classroom, Online, Onsite | Duración: 3 días

Descripción general

Descripción general

El curso se basa en los principios cubiertos como parte del curso de ITIL Foundation. Se centra en los aspectos del ciclo de vida de la estrategia de servicio. El curso abarca la gestión y el control de las actividades y técnicas dentro de la etapa de estrategia de servicio del ciclo de vida, pero no el detalle de cada uno de los procesos de apoyo. Los detalles de nivel inferior de los procesos de la Estrategia de Servicio están cubiertos principalmente en el curso Service Offering and Agreements capability . Además, el curso examina el concepto de Estrategia de Servicio como una práctica y en las interfaces entre la Estrategia de Servicio y las otras etapas del Ciclo de Vida del Servicio de ITIL.

Objetivos del curso

Objetivos del curso

After completing this course students will be able to:
  • How to design, develop, and implement service management not only as an organisational capability but also as a strategic asset.
  • Be prepared for the ITIL Service strategy examination

Certification Preparation

  • The Service strategy certificate in IT Service Management. The examination is a 90 minute paper with eight (8) multiple choice, scenario-based, gradient-scored questions normally taken at the end of the course. The pass mark is 28/40. The exam to be charged separately.
  • Please note you must bring a copy of your ITIL Foundation exam certificate, this is required in order for you to take the exam associated with this course.
  • On  successful completion of the course and passing of the subsequent exam 3 number of credits will be awarded by the examining institute.

Dirigido a

Dirigido a

This course is primarily for IT Managers and Practitioners involved in the strategy, design, and implementation and on- goingsupport and delivery of business IT services and those interfacing with information systems who require an insight into Service Management best practice. This may include Business Analysts, Business Relationship Managers, Project and Programme staff.

Prerrequisitos

Prerrequisitos

  • Before taking the course it is recommended, though not required, that candidates have exposure to basic concepts in IT and related work experience of at least two years.
  • Delegates are required to hold the ITIL Foundation V3 Certificate in IT Service Management

Contenido del curso

Contenido del curso

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 and bodies.

Organising for service strategy:

  • The ability to create an organisational 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.

Implementingf service strategy:

  • Develop implementation strategies that follow a lifecycle approach (e.g. design, transition,operation and improvement, programmes).

Challenges, critical sucess factors and risks:

  • The ability to provide insight and guidance for strategic challenges, risks and critical success factors.

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