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ITIL® Intermediate Lifecycle: Service Strategy (2011 Edition)

Course Outline

1 – Course Introduction

2 – Service Strategy Introduction

3 – Service Strategy Principles

Services
Value
Utility and Warranty
Assets, Resources and Capabilities
Service Providers
Defining Services
Strategies for Customer Satisfaction
Service Economics
Return on Investment
Business Impact Analysis
Sourcing Strategy
Governance

4 – Organizing for Service Strategy

5 – Strategy Management for IT Services

Purpose and objectives
Scope
Value to business
Policies, principle and basic concepts
Process activities, methods and techniques
Triggers, inputs, outputs and interfaces
Information management
Critical success factors and key performance indicators
Challenges and risks

6 – Service Portfolio Management

Purpose and objectives
Scope
Value to business
Policies, principle and basic concepts
Process activities, methods and techniques
Triggers, inputs, outputs and interfaces
Information management
Critical success factors and key performance indicators
Challenges and risks

7 – Financial Management

Purpose and objectives
Scope
Value to business
Policies, principle and basic concepts
Process activities, methods and techniques
Triggers, inputs, outputs and interfaces
Information management
Critical success factors and key performance indicators
Challenges and risks

8 – Demand Management

Purpose and objectives
Scope
Value to business
Policies, principle and basic concepts
Process activities, methods and techniques
Triggers, inputs, outputs and interfaces
Information management
Critical success factors and key performance indicators
Challenges and risks

9 – Business Relationship Management

Purpose and objectives
Scope
Value to business
Policies, principle and basic concepts
Process activities, methods and techniques
Triggers, inputs, outputs and interfaces
Information management
Critical success factors and key performance indicators
Challenges and risks

10 – Technology and Implementation Considerations

11 – Implementing Service Strategy

12 – Impact of Service Strategy on Other Lifecycle Stages

13 – Service Strategy Challenges, Risks and Critical Success Factors

14 – Additional Sources of Help

15 – Sample Documents and Templates

16 – Living the Lifecycle Assignments

17 – Study and Exam Taking Tips

18 – Course Syllabus

19 – Key Concepts Review

20 – Study Aids

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