ITIL Lifecycle Certificate in Service Strategy Pre Course Reading

Transcription

1 ITIL Lifecycle Certificate in Service Strategy Pre Course Reading

2 Hello there! Here s a brief introduction and course overview to the ITIL Service Strategy lifecycle course. It is a great way to be better prepared for the course. It will take you a few minutes to read through, and longer if you want to follow the useful links. QA highly recommends that you do find some time before the start of the course to read through the contents of this Pre Course Reading. This will ensure you gain the most from the course from the moment you start. Before the course Read this document Review the ITIL foundation language / terms Review the course syllabus Contents Service Strategy purpose Course audience Principles Processes Course structure Exam format Links you may find useful Service Strategy Purpose At the heart of the lifecycle, strategy is based on defining the perspective, position, plans and patterns that the provider needs to execute, in order to ensure they deliver value to the business. Service providers must have an understanding of the business outcomes and customer needs, in order to make strategic decisions on what services to invest in and ensuring the organizational capability is in place to deliver those strategic objectives. Key to the above is having a strong relationship with the business, understanding the types and volumes of demand, changing requirements and industry drivers. With this understanding the provider can effectively manage their portfolio of services, by making effective investment decisions on what services to design, refresh or retire. Service strategy effectively drives and governs the rest of the service lifecycle.

3 Course audience The Service Strategy course is aimed at people involved with the management and control of Service Strategy and, as such, does not cover process details in great depth. Principles Strategy Customers and Services Service Providers How to Define Services Strategies for Customer Satisfaction Service Economics Sourcing Strategy Service Structure in the Value Network Service Strategy Inputs and Outputs Processes Strategy Management for IT Services This is the process concerned with defining the perspective, position, plans and patterns of the provider. Essentially this is where the strategy is defined, maintained and reviewed to ensure it is achieving it objectives. It focuses on the assessment of the current situation, generating a documented strategy and ensuring it is executed through the lifecycle. Service Portfolio Management All services, through all stages of their lifecycle, should be managed through a service portfolio. This process ensures that a provider makes effective investment decisions in services by defining which will be added to the pipeline, which remain in the catalogue and which will be retired. The provider should only invest in services that will deliver business value and help meet the strategic objectives. Financial Management for IT Services In order to meet the strategic objectives a service provider needs to secure funding to design, develop and deliver services. Financial management ensures this happens. Furthermore, a service provider has to make effective investment decisions and ensure they do not over commit to services or service levels which they cannot afford. Financial management ensures the balance between cost and quality is well managed.

4 Processes Demand Management A successful service provider needs to understand, anticipate and influence the demand for services. This process addresses the risks associated with customer demand for services. The focus is on understanding the patterns of business activity and user profiles and feeding that information into other lifecycle processes, such as service portfolio management and capacity management, so that services can cater for the levels of activity. Business Relationship Management Service providers need to have a strategic relationship with the business, in order to understand customer requirements, drivers, and changes in the business environment. Keeping customers satisfied is essential to success. Business relationship management addresses these issues and ensures that the business is engaged where needed throughout the lifecycle.

5 Course structure 3 day course 2 ½ day delivery ½ day exam The course will be facilitated by a tutor and to get the most from this course you are expected to actively participate. This may be in the form of discussions, assignments and exercises which will help to reinforce the key learning points. Evening work in the form of mock exam questions will be set so allow approximately one hour per evening. We at QA look forward to welcoming you on our ITIL Lifecycle intermediate course and hope you have a great experience. Exam format Exam 90 minutes. 8 complex, multi-part, multiple choice, scenario based, and gradient scored questions. Each question has 4 answer options worth 5, 3, 1 or 0 marks. Links you may find useful Course syllabus View the course syllabus ITIL Official site View the Official ITIL site QA ITIL App Search for QA ITIL on Android s Google Play or Apple s App Store Link to Video clips View an overview of the course ITIL is a registered trade mark of AXELOS Limited IT Infrastructure Library is a registered trade mark of the AXELOS Limited. AXELOS is a registered trade mark of AXELOS Limited The Swirl Logo is a trade mark of AXELOS Limited Material is reproduced under licence from AXELOS. See you soon!