ITIL® Intermediate SS

$799.00

Learn the best practices for organizing and implementing service strategy in this ITIL Intermediate Service Strategy (SS) certification course.

Self Paced Includes: 19 PDU’s

ITIL® Intermediate SS

$799.00

SKU: 2488a2965832 Category:

LEARNING UNITS

  1. Introduction to Service Strategy
    • Purpose, objectives, scope and value to business
    • The context of service strategy in relation to: Service design, Service transition, Service operation & Continual service improvement
  2. Service Strategy Principles
    • Basic approach to deciding a strategy
    • Strategy and opposing dynamics
    • Outperforming competitors
    • The 4P’s of service strategy
    • Services
    • Value
    • Utility and warranty
    • Assets
    • Service providers
    • Defining services
    • Strategies for customer satisfaction
    • Service economics
    • Sourcing strategy
    • Strategy inputs & outputs with the service lifecycle
  3. Service strategy processes
    • Strategy management for IT services
      • Each process will consist of:
      • Purpose, objective, scope, value to business
      • Policies, principles & basic concepts
      • Process activities, methods & techniques
      • Triggers, inputs, outputs & interfaces
      • Critical success factors and Key performance indicators
      • Challenges & risks
    • Service portfolio management
    • Financial management for IT services
    • Demand management
    • Business relationship management
  4. Governance
    • Governance
    • Setting the strategy for governance
    • Evaluate, direct, monitor
    • Governance framework
    • What is IT governance
    • Governance bodies
    • How service strategy relates to governance
  5. Organizing for Service strategy
    • Organizational departmentalisation
    • Organizational design
    • The role of service owner and business relationship manager
    • Strategy, portfolio, financial and demand roles
  6. Technology Considerations
    • Service automation
    • Service interfaces
  7. Implementing service strategy
    • Implementation through the lifecycle
    • Following a lifecycle approach
    • The impact of service strategy on other lifecycle stages
  8. Service strategy challenges, critical success factors and risks
    • Challenges
    • Risks
    • Critical success factors
  9. Summary & directed studies
    • Review of key concepts
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