ITIL®: Service Strategy Lifecycle
The intermediate level ITIL: Service Strategy Lifecycle course offers the ability to specialize in the Service Strategy stage of the ITIL Service Lifecycle. It covers an introduction to the Service Lifecycle, the principles, processes, functions and activities within the Service Strategy stage of the ITIL Service Lifecycle, along with technology and implementation considerations. This lifecycle stage focuses on the value of IT services and how to achieve alignment with business goals. An interactive approach is used combining lecture, discussion, and exercises.
Note: Candidates are required to read the APMG Terms and Conditions carefully before signing up for the class.
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
IT Infrastructure Library® is a registered trade mark of AXELOS Limited used, under permission of AXELOS Limited. All rights reserved.
IT Implementers, IT Managers
Instructor Led | 32.00 hours
Service Strategy Principles
- The logic of value-creation within the context of the ITIL Service Lifecycle
- Capabilities and resources
- Service provider types, and choosing between the types
- Dynamics of a service model based on the concept of value networks
- Strategic perspectives, plans, positions, and patterns as applied to service management and IT in an organization
Defining Services and Market Spaces
- Formal definitions of services suitable for planning and execution across the Service Lifecycle
- Business outcomes of customers and relating them to customer assets and service assets
- Services into customer outcomes, service assets, utility and warranty elements
- Market spaces, opportunities for new or changed services, and services as configurations and patterns
Conducting Strategic Assessments
- Strategic assets of an organization and their performance potential for serving particular customers or market spaces (internal or external)
- Critical Success Factors and degree of alignment of existing services, capabilities, and strategies with customer's business
- Business potential within existing customers and in adjacent market spaces through analysis of patterns within Service Catalog, business strategy of customers, and environmental factors such as business trends, technological innovation, and regulatory compliance
- Service valuation, demand modeling, service provisioning and analysis, and business impact analysis
- Funding the Service Portfolio and phases of the Service Lifecycle and defining expectations or return on investments
Service Portfolio Management
- Service Portfolio Management, methods, and processes related to service management and services
- Challenges, opportunities, and risks in fulfilling demand for a particular customer or market space
- High-level strategies for demand management that can be supported by capabilities across the Service Lifecycle
- Demand with respect to customer outcomes, patterns of business activity, and user profiles
- Sources of demand and capacity within the Service Catalog and Service Pipeline
- Core Service Packages and Service Level Packages
- The roles of Product Manager and Business Relationship Manager