ITIL® 2011: Service Strategy - AXELOS and EXIN Accredited Training

 

This class is an ITIL® accredited ATO and the course videos along with the exercises fulfill the 21 contact hours required to sit for your exam.

 

This Service Strategy (SS) course provides you with an intense and focused exploration of the new and modified topics in ITIL® 2011. The course is intended for those who work within a Service Strategy environment and require a deeper understanding of the underlying concepts, processes and activities involved and associated management responsibilities and how they may be used to enhance overall service quality and service provision. The course focuses on the managerial and control aspects of the operational environment. This course has a number of study units and supporting exercises that reinforce the knowledge gained.

 

In This Course You Will Learn How To:

  • Discuss the Service Lifecycle and Service Management as a Practice: Understand the Service Lifecycle and the objectives and business value for each phase in the lifecycle; understand and articulate “service” and be able to explain the concept of Service Management as a practice
  • Explain basic Service Strategy Principles: Understand the key concepts, common principles and guidelines that will influence the performance of SS processes
  • Identify Service Strategy Processes: Understand the managerial and supervisory aspects of the SS processes. Other areas of discussion include the roles and responsibilities (and their relationship to other Service Management processes), challenges, critical success factors and risks within each of the processes. The processes include:
  • Strategy Management for IT Services
  • Service Portfolio Management
  • Financial Management for IT Services
  • Demand Management
  • Business Relationship Management
  • Describe Governance & Organizing Service Strategy: Understand the role and impact of governance to the delivery of appropriate and effective services as well as the organizational requirements for strategy development
  • Explore Technology and Implementation Considerations: Understand the role of technology to Service Strategy and explore concepts that have great impact on SS process implementation

Prerequisites

 

ITIL® Foundations training is required prior to taking this course and it is highly recommended that all ITIL Intermediate Candidates have 2 to 4 years of Service Management Experience. If you plan on taking the ITIL® 2011: Service Strategy certification exam, then you must have taken and passed the ITIL® Foundations exam (or v2, v3 or 2011equivalent) and present the certificate to the testing organization in order to sit for this exam.

 

Before attending training for the certification it is also strongly recommended that candidates read the ITIL Service Lifecycle core publications and, in particular, the ITIL Service Strategy publication.

 

Outline

 

Module 00: Course Introduction

 

Module 01: Exam Tips

 

Module 02: Service Management as a Practice Part 1

  • Components of the Service Lifecycle
  • What is a Service?
  • What Comprises Value?
  • What is Service Management?
  • Processes
  • Generic Roles

 

Module 03: Service Management as a Practice Part 2

  • Purpose & Objectives of Service Strategy
  • Value to the Business
  • Service Strategy Inputs/Outputs
  • SS Challenges, Risks, CSFs

 

Module 04: Exercise: ITSM and Failure

 

Module 05: Strategy and Services

  • Deciding a Strategy
  • Four Ps of Strategy

 

Module 06: Services and Value

  • Service Breakdown
  • Value
  • Utility & Warranty

 

Module 07: Customers and Service Providers

  • Customer & Service Assets
  • Service Providers

 

Module 08: Defining Services

  • Steps to Define Services
  • Strategies for Customer Satisfaction
  • KANO model

 

Module 09: Service Economics

  • ROI
  • The Business Case
  • Business Impact Analysis (BIA)

 

Module 10: Sourcing Strategies

  • Sourcing Structures
  • Outsourcing
  • Sourcing Governance

 

Module 11: Strategy Management for IT Services (StM) Part 1

  • Purpose & Objectives
  • Value to the Business
  • Policies/Principles/Basic Concepts
  • Activities

 

Module 12: Strategy Management for IT Services (StM) Part 2

  • Roles
  • Triggers, Inputs/Outputs & Interfaces
  • Metrics
  • Challenges & Risks

 

Module 13: Service Portfolio Management (SPM) Part 1

  • Purpose & Objectives
  • Value to the Business
  • Policies/Principles/Basic Concepts Part 1

 

Module 14: Service Portfolio Management (SPM) Part 2

  • Policies/Principles/Basic Concepts Part 2
  • Activities
  • Roles
  • Triggers, Inputs/Outputs & Interfaces
  • Metrics
  • Challenges & Risks

 

Module 15: Financial Management (FM) Part 1

  • Purpose & Objectives
  • Value to the Business
  • Policies/Principles/Basic Concepts

 

Module 16: Financial Management (FM) Part 2

  • Activities
  • Roles
  • Triggers, Inputs/Outputs & Interfaces
  • Metrics
  • Challenges & Risks
  • Exercise: Cost Model for Desktop Deployment

 

Module 17: Demand Management (DM) Part 1

  • Purpose & Objectives
  • Value to the Business
  • Policies/Principles/Basic Concepts
  • Activities

 

Module 18: Demand Management (DM) Part 2

  • Roles
  • Triggers, Inputs/Outputs & Interfaces
  • Metrics
  • Challenges & Risks

 

Module 19: Business Relationship Management (BRM) Part 1

  • Purpose & Objectives
  • Value to the Business
  • Policies/Principles/Basic Concepts

 

Module 20: Business Relationship Management (BRM) Part 2

  • Activities
  • Roles Triggers, Inputs/Outputs & Interfaces
  • Metrics
  • Challenges & Risks
  • Exercise: Melchester PBAs/UPs

 

Module 21: Governance & Organizations Part 1

  • Governance Basics
  • Governance Framework
  • Service Strategy & Governance

 

Module 22: Governance & Organizations Part 2

  • Organizational Development
  • Organizational Departmentalization
  • Organizational Design

 

Module 23: Implementation & Technology Part 1

  • Implementing Service Strategy
  • Strategy Implementation via the Lifecycle
  • Strategy Impact on Lifecycle Phases

 

Module 24: Implementation & Technology Part 2

  • Service Automation
  • Service Interfaces