ITIL® Service Strategy
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Background
The ITIL® Intermediate Certificate in Continual Service Improvement (CSI) forms part of the Lifecycle series of Intermediate certification modules, which can be taken as stand-alone qualifications or with a view to amassing sufficient credits to gain the ITIL® Service Management Expert qualification. It will give candidates a deep level of understanding of CSI processes and roles.This course is intended to enable delegates with Foundation-level knowledge of IT Service Management to apply good practice in processes pertaining to the CSI lifecycle phase.
The course is interactive, combining presentation sessions and group exercises, with plenty of opportunity for questions and discussion. On completion of the course and the required personal study, delegates will be able to sit the ITIL® Intermediate examination in Continual Service Improvement worth 3 credits.
Content
This course will enable participants to:
- Understand the importance of Service Management as a Practice
- Understand CSI Principles and Processes
- Carry out common CSI activities
- Organize CSI effectively
- Recognise CSI functions and technology-related activities
- Understand how to implement CSI
- Understand and analyse challenges, Critical Success Factors and risks related to CSI
Topics covered in the course include
1. Introduction to Service Strategy:
- Purpose, Goals and Objectives Scope of Service Strategy
- Interfaces with Other Lifecycle Phases
- Service Strategy and Business Value
2. Leading Service Strategy Discussions:
- Value Creation within the Service Lifecycle
- Differentiation and Strategic Advantage
- Capabilities and Resources
3. Defining Services and Market Spaces:
- Service Definition
- Customer and Service Assets and Business Outcomes
- Utility and Warranty
- Identifying Service Opportunities
- Visualising Services
4. Conducting Strategic Analysis:
- Strategic Assets
- Service CSFs
- Service Alignment
- Pattern and Trend Analysis
5. Applying Financial Management:
- Service Valuation
- Financial Modeling
- Business Impact Analysis
- Funding the Service Portfolio and ROI
- Service Portfolio Management
6. Managing Demand:
- Challenges and Opportunities
- High-Level Strategy for Demand Management
- Demand Profiling
- Core Service Packages
- Service Level Packages
- Product Manager Role
- Business Relationship Manager Role
7. Driving Strategy through the Service Lifecycle:
- Service Strategy in the Context of the Service Lifecycle
- Policies and Constraints for Service Design
- Service Transition Requirements
- The Service Catalogue and Service Operation
- Opportunities for Improvement
Submit your details to download the brochure:
Target participants
This course is aimed at individuals who have attained the ITIL® Foundation certificate in Service Management and
who wish to advance to higher level ITIL® certifications. It will give delegates a detailed understanding of the ITIL® Service Strategy phase of the ITIL® core lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization.Individuals who may find this course of interest include IT professionals working within or about to enter a Service Strategy environment and requiring a detailed understanding of the processes, functions and activities involved, as well as those who are seeking the ITIL®
Expert qualification in IT Service Management.
Before attending this course
Our examination provider, ISEB, requires that you bring with you to the course your ITIL® Foundation certificate number. It is imperative that you do so, as you will not be eligible to take the exam at the end of the course if
you do not produce your certificate number. If you took your ITIL®Foundation exam with ISEB and cannot locate your certificate or number, you can call them on 01793 417419 to obtain your number. If you took your ITIL® Foundation exam with another examining body (e.g. EXIN), then you are required to scan and email a copy of this to your training booker.
Pre-work
Delegates are required to undertake preliminary study using FGI’s electronic pre-course documents.
From our experience, delegates who complete all of the pre-course reading are statistically more likely to be successful in the examination and are able to interact more effectively with the course trainer. We recommend you
spend approximately 21 hours completing this.Further self-study is also expected during the evenings of each day of the course.
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