Chapter 1: Introduction to Service Strategy
The purpose, goals, and objectives of service strategy
The scope of service strategy
Service strategy’s value to the business
The context of service strategy in life-cycle stages
Chapter 2: 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
Chapter 3: Service Strategy Processes
Strategy management for IT services
Service portfolio management
Financial management for IT services
Demand management
Business relationship management
Chapter 4: Governance
Analyze IT governance
Use IT governance to set strategy by leveraging governance frameworks, bodies
Chapter 5: Organizing for Service Strategy
Organizational development
Organizational departmentalization
How to create an organizational design using the relevant development and departmental methods
Roles and responsibilities
Chapter 6: Technology Considerations
The relevance and opportunities for service automation
The importance of service automation
The application of technology interfaces across the life cycle
Chapter 7: Implementing Service Strategy
Implementation strategies that follow a life-cycle approach (e.g., design, transition, operation, and improvement programs)
Service strategy implementation through the life cycle
Service strategy implementation activities
Impact of service strategy on other life-cycle stages
Chapter 8: Challenges, Critical Success Factors & Risks
Strategic challenges
Risks
Critical success factors
The ITIL Intermediate Qualification: Service Strategy Certificate is a free-standing qualification, but is also part of the ITIL Intermediate Lifecycle stream, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in service management as documented in the ITIL Service Strategy publication.
The Service Strategy course focuses on the importance of the strategic aspect of services within the IT service lifecycle. It provides the specific knowledge and techniques to help you demonstrate that you understand the risks and success factors and have the skills to develop and progress strategy within an organization or program.
To request the PowerPoints for this course, please e-mail sales@30bird.com.