This ITIL lifecycle course will provide attendees with the knowledge and
management principles required to formulate strategies, policies, and plans for the successful implementation, improvement, and management of Service Strategy.
Attending this course will equip delegates with a sound understanding and practical guidance on transforming a service provider organization from being technology-led to being business-led. The course also ensures a thorough understanding of associated activities, roles, responsibilities, challenges, risks, and critical success factors:
- Dynamics and forces impacting IT management
- Defining services and how services can deliver value to the customer market spaces
- The impact of external markets, customer requirements and continual service improvement on the Service Strategy
- Organization structures and provider types supporting an IT Value Network
- Defining and managing the relationship between business and IT services and the demand for those services
- Defining customer value creation
- Defining and managing IT financial measures for success
- The strategic benefits of service-based costing and recovery
- Conducting strategic assessments and dealing with market uncertainty
- A practical approach to creating a Service Management strategy
- Review of Service Strategy processes including Strategy Management for IT Services, Service Portfolio Management, Financial Management, Demand Management, and Business Relationship Management
- Driving strategy through the Service Lifecycle
- How to measure Service Strategy and create a return on investment
As with all the Service Lifecycle training courses, there is a thorough review of ITSM technology and implementation considerations for the key processes in this phase of the lifecycle. There is also a review of the important considerations required for continual service improvement.
Why ITIL: 2011
ITIL is the most widely accepted approach to IT service management in the world. ITIL provides a cohesive set of best practice, drawn from the public and private sectors internationally. IT Service Management (ITSM) derives enormous benefits from a best practice approach. Because ITSM is driven both by technology and the huge range of organisational environments in which it operates, it is in a state of constant evolution.
Best practice, based on expert advice and input from ITIL users is both current and practical, combining the latest thinking with sound, common sense guidance. The qualifications scheme provides a modular approach and is comprised of a series of qualifications focused on different aspects of ITIL Best Practice.
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
Who Needs to Attend
The audience for the ITIL Foundation Certificate in IT Service Management includes individuals who require an understanding of the ITIL: 2011 framework:
- Both IT and business people will benefit from this course
- Those requiring a basic understanding of ITIL
- IT professionals or others working within an organisation that have – adopted an ITIL approach
- Anyone involved in or contributing to an on-going service improvement program
- Those needing an understanding of service management
Attendees must hold the ITIL Foundation certification in order to attend this class.