ITIL Service Lifecycle Strategy

Transcription

1 ITIL Service Lifecycle Strategy Course Details Course Code: Duration: Notes: ITILSL-Str 5 days This course syllabus should be used to determine whether the course is appropriate for the students, based on their current skills and technical training needs. Course content, prices, and availability are subject to change without notice. Terms and Conditions apply Academy IT Pty Ltd Harmer House Level 2, 5 Leigh Street ADELAIDE sales@academyit.com.au Web: Phone: Brian: Elements of this syllabus are subject to change. About this course The ITIL Intermediate Qualification: Service Strategy Certificate is a freestanding qualification but is also part of the ITIL intermediate lifecycle stream, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in service management and strategy as documented in the ITIL Service Strategy publication. Target Audience The course covers the management-level concepts and core information of the supporting activities within service strategy, but not specific details about each of the supporting processes. The main target candidate for the ITIL Intermediate Qualification: Service Strategy Certificate includes, but is not restricted to: Chief information officers (CIOs) Chief technology officers (CTOs) Managers Supervisory staff Team leaders Service designers IT architects IT planners IT consultants IT audit managers IT security managers ITSM trainers involved in the on-going management, co-ordination and integration of strategising activities within the service lifecycle Individuals who require a deeper understanding of the ITIL service strategy stage of the ITIL service lifecycle and how activities in it may be implemented to enhance the quality of IT service management within an organisation IT professionals working in roles associated with strategic planning, execution and control within a service-based business model, seeking an understanding of the concepts, processes, functions and activities involved in service strategy Individuals who have attained the ITIL Foundation Certificate in IT Service Management and wish to advance to higher level ITIL certifications Individuals seeking the ITIL Expert Certification in IT Service Management for which this qualification can be one of the prerequisite modules Individuals seeking progress toward the ITIL Master Certificate in IT Service Management for which the ITIL Expert is a prerequisite. Prerequisites Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management which must be presented as documentary evidence to gain admission.

2 ITIL Service Lifecycle Strategy Candidates who hold the following ITIL qualifications are also eligible, and similar evidence will be required: Earlier ITIL (V2) Foundation plus Foundation Bridge ITIL Expert Certificate in IT Service Management (achieved via Service Manager or Practitioner bridging routes). ITIL training is provided by Cobitism PTY LTD, a Peoplecert accredited Training Organisation. Copyright Cobitism PTY LTD and AXELOS Limited 2014.

3 Course Introduction Course Introduction Module 01 - Course Introduction Lesson: Course Organisation Welcome to the Course! Mentoring Community Introductions Why Are You Here? Using Bloom s Taxonomy What do you Expect? Housekeeping Online Lesson: Course Conventions & Agenda Conventions Used Quizzes & Exercises ITIL Qualification Scheme ITIL Intermediate Exams Getting Started with an Online Class Module 01 Review Module 02 - Service Strategy Lesson: Introduction to Service Strategy Service Strategy in the Service Lifecycle Managing Across the Lifecycle Purpose, Goals & Objectives of Service Strategy Scope of Service Strategy Value of Service Strategy Service Strategy Principles Strategy Basics Service Strategy Fundamentals IT Service Management Service Value Creation Mind Gap Marketing Mindset Communicating Utility Communicating Warranty Utility & Warranty Service Assets Capabilities & Resources Business Units Service Units Lesson: Service Provider Types Service Provider Types Internal Service Provider Shared Services Unit External Services Unit Choosing a Service Provider Type Lesson: Service Structures Service Structures Value Chain Value Network Lesson: The 4-Ps of Strategy The 4 Ps of Strategy Perspective Position Plan Pattern Lesson: Service Strategy Summary Service Strategy Summary Checkpoint Module 02 Review Module 03 - Services & Strategy Lesson: Defining Services & Market Spaces Steps of Service Definition Define the Market & Identify Customers Understand the Customer Quantify the Outcomes Services & Strategy Classify & Visualise Understand Opportunities Market Space Outcome-based Service Definition Service Model Dynamics of a Service Model Service Units & Packages Lesson: Service Strategy Across the Lifecycle Service Economics Strategy-Driven Capability Strategy & the Lifecycle Strategy & Design Outcome-Driven Design Constraint-Driven Design Pricing-Driven Design Strategy & Transition Strategy & Operations Deployment Patterns Hosting the Contract Portfolio Managing Demand Strategy & CSI Improvement-Driven Feedback Quality Perspectives Warranty Factors Reliability Maintainability

4 Redundancy Availability Factors Lesson: Services & Strategy Summary Services & Strategy Summary Checkpoint Module 03 Review Module 04 - Service Strategy Processes Lesson: Strategy Management for IT Services Introduction Introduction Purpose, Goals & Objectives Scope Business Value Concepts Activities Formulating Service Strategy Strategic Assessment Analyse Internal Environment Analyse External Environment Define Market Space Identify Strategic Industry Factors Establish Objectives Strategy Generation Determine Perspective Form Position Craft Plan Adopt Patterns of Action Strategy Execution Engage other Lifecycle Processes Align Assets & Outcomes Optimise Critical Success Factors Prioritise Investments Measure & Evaluate Service Management for Internal Service Providers Triggers, Inputs & Outputs Relationships Critical Success Factors Challenges & Risks Strategy Management for IT Services Summary Lesson: Service Portfolio Management Introduction Purpose, Goals & Objectives Scope Value to the Business Concepts Business & IT Service Management Service Portfolio Service Portfolio Methods Define Option Space Tool Analyse Approve Charter Triggers, Inputs & Outputs Relationships Critical Success Factors Challenges & Risks Summary Lesson: Financial Management Introduction Purpose, Goals & Objectives Scope Value to the Business Concepts Financial Management Activities Overview Process Activities Accounting Accounting Activities Cost Models Cost Centers & Cost Units Service Valuation Cost Types & Elements Cost Allocation Budgeting Budgeting Activities Charging Activity Pricing Financial Management Cycles Return on Investment Triggers, Inputs & Outputs Relationships Information Critical Success Factors Challenges & Risks Summary Lesson: Demand Management Introduction Purpose, Goals & Objectives Scope Value to the Business Concepts Activity-Based Demand Management Business Activity Patterns Patterns of Business Activity

5 User Profile Matching UP to PBA Demand Modeling Managing Demand Service Packages Triggers, Inputs & Outputs Relationships Critical Success Factors Challenges & Risks Summary Lesson: Business Relationship Management Introduction Purpose, Goals & Objectives Scope Business Value Policies, Principles & Concepts Process Initiation Customer Service Provider Triggers, Inputs & Outputs Relationships BRM the Lifecycle & Tools Service Strategy Service Design Service Transition Service Operation Continual Service Improvement Critical Success Factors Challenges & Risks Business Relationship Management Summary Lesson: Service Strategy Processes Summary Service Strategy Processes Summary Checkpoint Module 04 Review Module 05 - Organising & Sourcing Lesson: Strategy & Governance Governance Setting Strategies, Policies & Plans Governance Framework Service Strategy & Governance Lesson: Strategy & Organisation Strategy & Organisation Organisational Development Stage 1 Network Stage 2 Directive Stage 3 Delegation Stage 4 Coordination Stage 5 Collaboration Organisational Departmentalisation Organisational Design Organisational Culture Generic Roles & Responsibilities Service Owner Process Owner Process Manager Process Practitioner Service Strategy Roles & Responsibilities Strategy Management for IT Services IT Steering Group IT Director or Service Management Director Service Portfolio Management Business Relationship Management Financial Management Demand Management Lesson: Sourcing Strategy Sourcing Strategy Sourcing Decisions Sourcing Structures Multi-Vendor Sourcing Service Provider Interfaces Sourcing Governance Critical Success Factors Roles & Responsibilities Lesson: Organisation & Sourcing Summary Organising & Sourcing Summary Checkpoint Module 05 Review Module 06 - Implementation Lesson: Technology Considerations Socio-technical Systems Service Automation Service Interfaces Lesson: Implementation A Top Down Approach Implementation Across the Lifecycle Set the Implementation Strategy Design Service Strategy Transition Service Strategy Execute (Operate) Service Strategy Improve Service Strategy

6 Lesson: Challenges, Risks & CSFs Challenges Risks Critical Success Factors Lesson: Implementation Summary Implementation Summary Checkpoint Module 06 Review Course Closure