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In this course, you will be immersed in the overall concepts associated with the service strategy phase of the service lifecycle. You will get an introduction to the key principles of service strategy, and you will learn about the service strategy processes. You will discover the importance of governance and related frameworks, and you will examine implementation considerations and approaches, including organizational design, the role of technology, and service automation. Through lecture, exercises, and scenario-based exam questions, you’ll learn the core disciplines of ITIL best practices.

This course positions you to successfully complete the associated exam, which is offered on the last day of class at 3:00 pm for classroom students. Virtual students will receive a voucher for a webcam proctored exam which they can schedule at their convenience. Beginning on March 5^th, 2018, students will receive their course materials through a link in their MyGK account. This is a BYOD course. Students can download their course materials and view them on a tablet/iPad or a PC/Mac.

The main process focus areas of this course include:

Strategy management for IT services
Service portfolio management
Financial management for IT services
Demand management
Business relationship management

Please note: The ITIL Foundation certification is required to take the exam at the end of class. Proof of certification must be provided no later than the first day of class.

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Key service management concepts
Service strategy principles related to the design of effective service and service management strategies
Service strategy processes, including strategy management for IT services, service portfolio management, financial management for IT services, demand management, and business relationship management
Importance of governance and related frameworks for creating and managing effective service strategies
Relevant organizational and departmental design methods and techniques
Service strategy technologies and service automation to support the service lifecycle
Implementation strategies that follow and support a service lifecycle approach

Viewing outline for:

Classroom Live Outline

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

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

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

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

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

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

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
Challenges and Risks

8. Governance

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

9. Organizing for Service Strategy

Service Strategy Roles
Organizational Development
Organizational Departmentalization
Organizational Design

10. Technology Considerations

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

11. Implementing Service Strategy

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

12. Service Strategy Challenges, Risks, and CSFs

13. Exam Preparation/Mock Exam

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

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

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

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

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

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

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
Challenges and Risks

8. Governance

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

9. Organizing for Service Strategy

Service Strategy Roles
Organizational Development
Organizational Departmentalization
Organizational Design

10. Technology Considerations

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

11. Implementing Service Strategy

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

12. Service Strategy Challenges, Risks, and CSFs

13. Exam Preparation/Mock Exam

ITIL Foundation certification (v3 or newer) required
Two years of relevant work experience
To prepare for the end-of-class exam, we recommend that you review the ITIL 2011 publication Service Strategy (2011 Edition, ISBN 9780113313044) and complete at least 21 hours of personal study

ITIL® Foundation

ITIL® Intermediate Certification Prep

CIOs, CTOs, managers, supervisory staff, and team leaders
Service designers, IT architects, planners, consultants, and security managers
Any other IT operations, technical, or IT management personnel requiring more information about ITIL best practices related to service strategy
Anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT

This course qualifies you for the following PMI® Professional Development Units (PDUs):

Strategic and Business Management = 10
Technical Project Management = 11

Total = 21

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ITIL® Service Lifecycle: Service Strategy

Classroom Live Outline

1. Introduction to Service Strategy

2. Service Strategy Principles

3. Strategy Management for IT Services Process

4. Service Portfolio Management Process

5. Financial Management for IT Services Process

6. Demand Management Process

7. Business Relationship Management Process

8. Governance

9. Organizing for Service Strategy

10. Technology Considerations

11. Implementing Service Strategy

12. Service Strategy Challenges, Risks, and CSFs

13. Exam Preparation/Mock Exam

1. Introduction to Service Strategy

2. Service Strategy Principles

3. Strategy Management for IT Services Process

4. Service Portfolio Management Process

5. Financial Management for IT Services Process

6. Demand Management Process

7. Business Relationship Management Process

8. Governance

9. Organizing for Service Strategy

10. Technology Considerations

11. Implementing Service Strategy

12. Service Strategy Challenges, Risks, and CSFs

13. Exam Preparation/Mock Exam

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