Beskrivning

Service Strategy

De 5 kurserna inom Service Lifecycle vänder sig till deltagare som behöver kunskaper om praxis och tillämpning inom ITIL Service Lifecycle. Primärt fokus är livscykeln, tillämpning av processer, funktioner, roller och aktiviteter samt ledningsförmågor som krävs för att leverera Service Management med hög kvalitet i en organisation.

Du lär dig

Detaljerad förståelse om processer, funktioner och aktiviteter relaterade till Service Strategy inom Service Lifecycle.

• Introduction to service strategy
• Service strategy principles
• Service strategy processes
• Governance
• Organizing for service strategy
• Technology considerations
• Implementing service strategy
• Challenges, critical success factors and risks.

Kursinnehåll

Introduction to service strategy

• Full understanding of service strategy terms and core concepts.
• The purpose, goals, scope and objectives 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 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 analyse IT governance and use it to set strategy by leveraging governance framework and 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, programmes).

Challenges, critical success factors and risks

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

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