ITIL® Service Lifecycle: Service Strategy Training

ITIL® Service Lifecycle: Service Strategy Training

ITIL® Service Lifecycle: Service Strategy Training will immerse you in the overall concepts associated with the service

START:
June 8, 2019
PRICE
450,000.00

Address

PLOT 14,Odeniran close,Off Opebi,Oregun Link Bridge,Opebi Ikeja,Lagos   View map

ITIL® Service Lifecycle: Service

Strategy

course overview

ITIL® Service Lifecycle: Service Strategy Training 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 5th, 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.

COURSE OBJECTIVES

  • 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.

ITIL® is a registered trademark of Axelos Limited, used under permission of Axelos Limited.

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.

What You’ll Learn

  • 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

 

Prerequisites

  • ITIL v3 Foundation certification (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

Course Outlines

1. Introduction to Managing Across the Lifecycle
MALC exam builds on the knowledge acquired in foundation and intermediate-level ITIL courses
Prerequisites for the MALC exam
Structure and scoring of the MALC exam
Bloom’s Taxonomy and applying it to the types of questions that will/will not be asked on the MALC exam
MALC exam cast study
2. Key Concepts of the Service Lifecycle
Services, service management, and IT service management
Organizing functions and roles for service management
Effect of clarifying roles and using RACI
Element of value
Business value of various ITIL lifecycle stages
Approaches to risk management
Importance of knowledge management and the SKMS
3. Communication and Stakeholder Management
Coordinating business relationship management across the lifecycle
Role of business relationship management in the communication activities
Stakeholder management and communication
Using service models
Design activity coordination
Services
Managing communications and commitment throughout the lifecycle
Communication aspects of service operation
Communication strategy and plan
4. Integrating Service Management Processes Across the Service Lifecycle
Effectively and efficiently integrating service management processes across the lifecycle
Impact and relationship of service strategy to other lifecycle stage
Various lifecycle stage inputs and outputs
Value and interfaces of the various service management processes
5. Managing Service Across the Lifecycle
Importance of an approach to balanced design
Contribute to effective and efficient service management with design coordination and transition planning and support
Service transition lifecycle stages
Managing services across the lifecycle
Involving operations staff in other lifecycle stages
Sources of information helping in the implementation and improvement of services
Factors relevant to strategic assessments
Challenges, risks, and critical success factors of the strategy, design, transition, and operation lifecycle stages
6. Governance, Roles, People, Competence, and the Organization
Governance, activities, framework, and governance bodies
Relating strategy to governance
Service providers set direction, policy and strategy
Change management
Management systems
Establishing and maintaining a service management system
Organization development and departmentalization
Logical structure for a service provider
Functions and the types of services providers
Implementing and sourcing strategies
7. Measurement
Measuring and demonstrating value
Determining and using metrics
Approaches to monitoring and control
Using event management tools
8. Implementing and Improving Service Management Capabilities
Implementing service management, service management processes, and supporting tools
Different types of assessments and conducting assessments
Techniques for improving service management
Methods for implementing service management
Business value of service portfolio management
9. Review/Exam Prep/Mock Exam
10. Exam

Who should attend?

  • 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

Course date