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ISS3: ITIL® Lifecycle: Service Strategy (SS) v3

Guaranteed to Run Scheduled Fully Booked
Location
Wellington
Sep 2019
30
Oct 2019
29
Dec 2019
9
Code: ISS3
Length: 4 Days
Overview

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

Delivery format(s)
On-Site
On-Site
On-Demand
On-Demand
Classroom
Classroom
OBJECTIVES
This comprehensive four-day course will provide you with the knowledge and management principles required to formulate IT service strategy and the organisational capability to provide the vision and forward direction for Service Management. Attend this course to understand a practical approach to the processes and functions required to move an IT organisation from a focus on technology to a strategic approach to managing the Service Portfolio and the ITIL processes necessary to deliver value to the business.

Candidates must hold the ITIL v3 Foundation Certificate in IT Service Management, attained through the ITIL Foundations course. Your certificate must be presented as documentary evidence to gain admission to this course.

This class is also available as On-Demand - 6-month subscription.

Auldhouse is the Authorised Delivery Partner for Pink Elephant.

PREREQUISITES
  • ITIL Foundation certification (v3 or newer) required
  • Two years of relevant work experience
WHAT YOU’LL LEARN
  • Key service management concepts
  • Service strategy principles related to the design of effective service and service management strategies
  • Service strategy processes, including strategy management for IT services, service portfolio management, financial management for IT services, demand management, and business relationship management
  • Importance of governance and related frameworks for creating and managing effective service strategies
  • Relevant organizational and departmental design methods and techniques
  • Service strategy technologies and service automation to support the service lifecycle
  • Implementation strategies that follow and support a service lifecycle approach
WHO SHOULD ATTEND
  • CIOs, CTOs, managers, supervisory staff, and team leaders
  • Service designers, IT architects, planners, consultants, and security managers
  • Any other IT operations, technical, or IT management personnel requiring more information about ITIL best practices related to service strategy
  • Anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT
COURSE OUTLINE

1. Introduction to Service Strategy

  • Key Service Management Concepts
  • Purpose and Objectives of Service Strategy
  • Scope of Service Strategy
  • Business Value of Service Strategy
  • Service Strategy Interfaces across the Service Lifecycle

2. Service Strategy Principles

  • Basic Approach to Deciding Strategy
  • Services
  • Elements of Value
  • Utility and Warranty
  • Customer, Service, and Strategic Assets
  • Service Providers
  • Strategies for Customer Satisfaction
  • Service Economics
  • Sourcing Strategies and Governance

3. Strategy Management for IT Services Process

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

4. Service Portfolio Management Process

  • Purpose, Objectives, and Scope of Service Portfolio Management
  • Business Value of Service Portfolio Management
  • Policies, Principles, and Basic Concepts of Service Portfolio Management
  • Process Activities, Methods, and Techniques
  • Triggers, Inputs, and Outputs of Service Portfolio Management
  • CSFs and KPIs
  • Challenges and Risks

5. Financial Management for IT Services Process

  • Purpose, Objectives, and Scope of Financial Management for IT Services
  • Business Value of Financial Management for IT services
  • Policies, Principles, and Basic Concepts of Financial Management for IT Services
  • Process Activities, Methods, and Techniques
  • Triggers, Inputs, and Outputs of Financial Management for IT Services
  • CSFs and KPIs
  • Challenges and Risks

6. Demand Management Process

  • Purpose, Objectives, and Scope of Demand Management
  • Business Value of Demand Management
  • Policies, Principles, and Basic Concepts of Demand Management
  • Process Activities, Methods, and Techniques
  • Triggers, Inputs, and Outputs of Demand Management
  • CSFs and KPIs
  • Challenges and Risks

7. Business Relationship Management Process

  • Purpose, Objectives, and Scope of Business Relationship Management
  • Business Value of Business Relationship Management
  • Policies, Principles, and Basic Concepts of Business Relationship Management
  • Process Activities, Methods, and Techniques
  • Triggers, Inputs, and Outputs of Business Relationship Management
  • CSFs and KPIs
  • Challenges and Risks

8. Governance

  • Strategy for Governance
  • Governance Frameworks and Bodies
  • How Service Strategy Relates to Governance

9. Organizing for Service Strategy

  • Service Strategy Roles
  • Organizational Development
  • Organizational Departmentalization
  • Organizational Design

10. Technology Considerations

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

11. Implementing Service Strategy

  • Implementation through the Service Lifecycle
  • Following a Lifecycle Approach
  • Impact of Service Strategy on the Other Service Lifecycle Stages

12. Service Strategy Challenges, Risks, and CSFs

13. Exam Preparation/Mock Exam

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