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ITIL Service Strategy Training & Certification Course

Overview

The Service Strategy (SS) certification is one of five ITIL® Service Lifecycle modules and provides you with the guidance that enables you to design, develop, and implement service provider strategy that aligns to the organizational strategy.

The SS module 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 programme.
The strategic aspects of a service should not be underestimated. Adopting service strategy techniques and principles can help organizations ensure that their IT teams are aligned with the business as a whole and are not just focused on technical concerns. This can enable better communication within an organization resulting in smoother and swifter development of new or updated products and services.

The Service Strategy certification would suit those working in the following areas:

  • IT management
  • IT Finance management
  • Supplier Relationship management

 

Prerequisite

ITIL 4 Foundation

Recommended course

ITIL Service Design Lifecycle

Full Description

Module 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

Module 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

Module 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

Module 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

Module 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

Module 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

Module 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 g. Challenges and Risks

Module 8. Governance

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

Module 9. Organizing for Service Strategy

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

Module 10. Technology Considerations

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

Module 11. Implementing Service Strategy

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

Fees & Schedule

Delivery ModeCourse DurationFees
Live Virtual Training 5 DaysAsk for Quote
Onsite Classroom Training 5 DaysAsk for Quote
Customized Training 5 DaysAsk for Quote

FAQ's

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