Outline detalhado do curso
Course introduction
- Introductions
- Course Introduction
- Course Learning Objectives
- Unique Nature of the Course
- Course Agenda and Exam Details
- Course Agenda
- ITIL Intermediate Classroom Course
- ITIL Intermediate Expert Program Course
- ITIL Intermediate Classroom Blended Course
Unit 1: Introduction to Service Strategy
- 1.1 Purpose and Objectives
- 1.2 Scope of Service Strategy
- 1.3 Value to the Business
- 1.4 Relationship with Other Lifecycle Phases
- 1.5 Group/Individual Exercise
- Summary of Unit 1
Unit 2: Service Strategy Principles
- 2.1 Basic Approach to Deciding a Strategy
- 2.2 Strategy and Opposing Dynamics and Outperforming Competitors
- 2.3 The Four Ps of Service Strategy
- 2.4 Services and Value
- 2.5 Utility and Warranty of Services
- 2.6 Customer Assets, Service Assets, and Strategic Assets
- 2.7 Service Providers – Types and Choosing Between Them
- 2.8 Defining Services
- 2.9 Strategies for Customer Satisfaction
- 2.10 Service Economics
- 2.11 Sourcing Strategy
- 2.12 Strategy Inputs and Outputs with the Service Lifecycle
- Summary of Unit 2
Unit 3: Service Strategy Processes
- 3.1 Strategy Management for IT Services
- 3.2 Service Portfolio Management
- 3.3 Financial Management for IT Services
- 3.4 Demand Management
- 3.5 Business Relationship Management
- 3.6 Group/Individual Exercise
- 3.7 Sample Test Questions
- Summary of Unit 3
Unit 4: Governance
- 4.1 Governance
- 4.2 Strategizing for Governance
- 4.3 The Governance Framework
- 4.4 IT Governance
- 4.5 Governance Bodies
- 4.6 Relationship of Service Strategy with Governance
- 4.7 Group/Individual Exercise
- Summary of Unit 4
Unit 5: Organizing for Service Strategy
- 5.1 Organizational Development
- 5.2 Departmentalization Organization
- 5.3 Organizational Design
- 5.4 Service Owner and Business Relationship Manager
- 5.5 Other Roles
- Summary of Unit 5
Unit 6: Technology Considerations
- 6.1 Service Automation
- 6.2 Service Interfaces
- Summary of Unit 6
Unit 7: Implementing Service Strategy
- 7.1 Implementation Through the Lifecycle
- 7.2 Following the Lifecycle Approach
- 7.3 Impact of Service Strategy on Other Lifecycle Phases
- 7.4 Group/Individual Exercise
- Summary of Unit 7
Unit 8: Challenges, Critical Success Factors, and Risks
- 8.1 Challenges
- 8.2 Risks
- 8.3 CSFs
- 8.4 Sample Test Question
- Summary of Unit 8
Unit 9 : Exam Preparation Guide
- 9.1 Mock Exam 1
- 9.2 Mock Exam 2