Our classroom training provides you the opportunity to interact with
instructors and benefit from face-to-face instruction. About this
Event Course Description: This Course immerses participants in the
overall concepts, Processes, Policies and methods associated with the
Service Strategy phase of the Service Lifecycle. The Course covers the
Management and control of the activities and techniques within the
Service Strategy stage, but not the detail of each of the supporting
Processes. This Course is designed using an engaging scenario-based
approach to Learning the core disciplines of the ITIL Best Practice
and positions the participant to successfully complete the associated
exam. The Course is important for IT professionals working in roles
associated with strategic planning, execution and control within a
service-based business model. Participants will gain a deeper
understanding of the Service Strategy stage of the Service Lifecycle
and how activities in this stage may be implemented to enhance the
quality of IT service Management within an organization. This Course
is of special interest for ITIL Foundation certified professionals
extending their qualifications to ITIL Expert (and later ITIL Master)
level for which this qualification is a prerequisite. Through the
blended form of Learning, participants benefit from an optimal mix of
Learning methods that provides them with the most effective way to
build their ITIL knowledge with respect to Service Strategy and learn
to apply this knowledge in real life. Participants can complete
eLearning modules in their own time to build the right level of
knowledge, and then participate in interactive classroom or virtual
classroom sessions to apply this knowledge in Practice. Course
Topics: Course Introduction ? Introductions ? Course Introduction ?
Course Learning Objectives ? Unique Nature of the Course ? Course
Agenda and Exam Details ? Course Agenda ? ITIL Intermediate Classroom
Course ? ITIL Intermediate Expert Program Course ? ITIL Intermediate
Classroom Blended Course ? ITIL Intermediate Virtual Classroom Blended
Course ? Introduction to Service Strategy ? Purpose and Objectives ?
Scope of Service Strategy ? Value to the Business ? Relationship with
Other Lifecycle Phases ? Group/Individual Exercise ? Service Strategy
Principles ? Basic Approach to Deciding a Strategy ? Strategy and
Opposing Dynamics and Outperforming Competitors ? The Four Ps of
Service Strategy ? Services and Value ? Utility and Warranty of
Services ? Customer Assets, Service Assets, and Strategic Assets ?
Service Providers Types and Choosing Between Them ? Defining Services
? Strategies for Customer Satisfaction ? Service Economics ? Sourcing
Strategy ? Strategy Inputs and Outputs with the Service Lifecycle
Service Strategy Processes ? Strategy Management for IT Services ?
Service Portfolio Management ? Financial Management for IT Services ?
Demand Management ? Business Relationship Management ?
Group/Individual Exercise ? Sample Test Questions ? Governance ?
Governance ? Strategizing for Governance ? The Governance Framework ?
IT Governance ? Governance Bodies ? Relationship of Service Strategy
with Governance ? Group/Individual Exercise ? Organizing for Service
Strategy ? Organizational Development ? Departmentalization
Organization ? Organizational Design ? Service Owner and Business
Relationship Manager ? Other Roles Technology Considerations ? Service
Automation ? Service Interfaces Implementing Service Strategy ?
Implementation Through the Lifecycle ? Following the Lifecycle
Approach ? Impact of Service Strategy on Other Lifecycle Phases ?
Group/Individual Exercise Challenges, Critical Success Factors, and
Risks ? Challenges ? Risks ? CSFs ? Sample Test Question Exam
Preparation Guide ? Mock Exam 1 ? Mock Exam 2 Learning Goals: ?
Understand Service Management as a Practice and Service Strategy
Principles, purpose and objective. ? Understand how all Service
Strategy Processes interact with other Service Lifecycle Processes. ?
Identify the activities, methods and functions used in each of the
Service Strategy Processes. ? Identify the roles and responsibilities
within Service Strategy and the activities and functions to achieve
operational excellence. ? Measure Service Strategy performance. ?
Understand technology and implementation Requirements in support of
Service Strategy. ? Identify the challenges, critical success factors
and Risks related with Service Strategy. Course Agenda: 6 hours
of self-paced, instructor-supported eLearning Day 1 ? Course
Introduction ? Introduction to Service Strategy ? Service Strategy
Principles ? Service Strategy Processes ? Governance ? Homework Day 2
? Organizing for Service Strategy ? Technology Considerations ?
Implementing Service Strategy ? Challenges, Critical Success Factors,
and Risks ? 2 hours of self-paced, instructor-supported eLearning
Who can Attend? ? CIO/CTOs ? Supervisory staff ? IT Team leaders ?
IT Designers ? IT Architects ? IT Consultants ? IT Audit Managers ? IT
Security Managers ? Service Test Managers ? ITSM Trainers
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14/12/2021 Last update