ITIL Service Strategy Course

ITIL in relation to other publications in the Best Management Practice

• portfolio
• Why is ITIL so successful?
• Service management as a practice
• Services and service management
• Basic concepts
• Governance and management systems
• The service lifecycle

Service strategy principles

• Strategy
• Customers and services
• Service providers
• How to define services
• Strategies for customer satisfaction
• Service economics
• Sourcing strategy
• Service structures in the value network
• Service strategy inputs and outputs

Service strategy processes

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

Service strategy, governance, architecture and ITSM

• implementation strategies
• Governance
• Establishing and maintaining a service management system
• IT service strategy and the business
• IT service strategy and enterprise architecture
• IT service strategy and application development
• Creating a strategy for implementing service management processes

Organizing for service strategy

• Organizational development
• Organizational change
• Organizational departmentalization
• Organizational design
• Organizational culture
• Functions
• A logical organization structure for an IT service provider
• Roles
• Responsibility model – RACI
• Competence and training

Technology considerations

• Service automation
• Service interfaces
• Tools for service strategy

Implementing service strategy

• Implementation through the lifecycle
• Service strategy implementation activities following a lifecycle
• approach
• The impact of service strategy on other lifecycle stages

Challenges, risks and critical success factors

• Challenges
• Risks
• Critical success factors