About ITIL® Intermediate: Service Strategy

The objective of ITIL Service Strategy is to decide on a strategy to serve customers. Starting from an assessment of customer needs and the market place, the Service Strategy lifecycle stage determines which services the IT organization is to offer and what capabilities need to be developed. Its ultimate goal is to make the IT organization think and act in a strategic manner.

Course Details

Duration-3 Days

Introduction to ITIL Intermediate Service Strategy (SS)
Core concepts
Purpose and objectives of service strategy
Scope of service strategy and value to business

Service strategy and the overall ITIL lifecycle
Service strategy and the overall ITIL lifecycle
Strategy concepts and practices
The context of service strategy in relation to design, transition, operation and continual service improvement
Exploring strategic perspectives, plans and positions

ITIL Service Strategy Principles
Deciding on service strategy
Defining services
Basic approach to deciding a strategy

Utilizing the four Ps of service strategy

Strategy and opposing dynamics
Leveraging the combined use of utility and warranty
Defining and creating value
Assets: customer, service and strategic
Choosing service providers

Meeting business outcomes
Outperforming competitors
Service economics and sourcing strategies
Strategy inputs and outputs within the service lifecycle

Service Strategy Processes
Creating effective service strategies
Integrating the five service strategy processes
Creating value for the business
Strategy execution
Strategy and financial management for IT services
Purpose and objectives
Describing the process activities
Service portfolio management
Identifying process activities, methods and techniques
Applying value to business
Demand management
Strategies for demand management
Profiling, segmentation and service packaging strategies
Demand and customer outcomes
Analyzing IT Governance
What is IT governance?
How strategy relates to governance
Setting strategy
Leveraging governance frameworks and bodies to set strategy
Implementing governance
Evaluate, direct, monitor
Producing a governance framework
Distinguishing governance bodies

Technology Considerations
Organizing for service strategy
Identifying organisational development
Applying organisational departmentalization
Deciding organisational design
Technology and service strategy
Automating service
Analyzing and producing service interfaces
Implementing Service Strategy
Developing implementation strategies that follow a lifecycle approach
Implementation through the lifecycle
Following a lifecycle approach
Critical Success Factors and Risks
Providing insight and guidance for strategic challenges, risks and critical success factors
Determining the viability of strategic positions and plans
Challenges, benefits and risks
Types of risks and high-level approaches for mitigating risk

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