ITIL Intermediate Service Lifecycle – Service Strategy هذه الدورة تدرس باللغة الإنجليزية

تفاصيل الدورة

This course is a classroom training relevant for professionals who play a role in developing, implementing and managing IT service quality in order to deliver business value. This course is a free standing qualification and 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 and strategy as documented in the official ITIL® Service Strategy publication.. Practical examples and real life case studies are used to guide and assist with the understanding of key concepts throughout the course. At the end of the four-day classroom training, the certification exam may be taken.

The ITIL® Service Strategy certificate is awarded to candidates passing the examination. Participants will also earn 28 Project Management Institute (PMI) Professional Development Units upon course completion.

COURSE OUTLINE

Introduction to service strategy

• The scope of service strategy
• The value to the business
• The context of service strategy in relation to all other lifecycle stages

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.

Service strategy processes

• The management level concepts for the five service strategy processes and how they flow and integrate with the lifecycle
• The purpose, scope and objectives of each service strategy process and how they link to value for the business.

Governance

• The ability to analyze IT governance and use it to set strategy by leveraging governance frameworks, bodies.

Organizing for service strategy

• The ability to create an organizational design using the relevant development and departmental methods

Technology considerations

• Understand the relevance and opportunities for service automation and the importance and application of technology interfaces across the lifecycle

Implementing service strategy

• Develop implementation strategies that follow a lifecycle approach (e.g. design, transition, operation and improvement, programs)

Challenges, critical success factors and risks

• The ability to provide insight and guidance for strategic challenges, risks and critical success factors